Focus on customer experience

Wayne Hunter has joined Emmegi (UK) as service and operations manager with a brief to make Emmegi a company that is easier to do business with.

Wayne will focus on improving the entire customer experience from the point when a machine is ordered all the way through to when it is delivered and serviced.

Emmegi (UK)’s managing director Ian Latimer said: “We’ve grown so quickly in recent years that our operational systems haven’t always been able to keep pace. We’ve recognised that and brought Wayne in to implement a new operational framework which will ensure that we are consistently more efficient and more responsive to customer demand.”

Wayne is primarily responsible for Emmegi’s service and installation team, and has already begun implementing new procedures for machine installations and service calls that formalise the project management timeline for every job and make sure that is communicated to customers.

He is also putting in place new training schedules for the engineering team to ensure that skills are kept up to date and new systems for monitoring and analysing everything from breakdown response times to customer feedback.

Wayne said: “Getting the processes right across all our operations is key to being able to deliver the kind of service which everyone here wants to do consistently and effectively. Emmegi has shown that it is prepared to invest in the resources and training necessary, so I’m really excited about we can achieve.”