Focusing on service

Emmegi (UK) is coming to the FIT Show next month with a raft of products on display. Newest among these are the Comet R6 and Phantomatic M4L machining centres, and the stand will also feature many of Emmegi’s most popular UK models, from the Precision TS2 saw to the Lilliput milling machine.

In the lead up to the show though, Emmegi’s focus has been just as much on service as it has been on products, as the company has been restructuring its service and installation department in order to offer a more consistent and efficient response to customers.

Managing director Ian Latimer said: “We know we’ve got the broadest range of machines in this market and can offer customers all the benefits which come from buying direct from the manufacturer. We’ve built a deserved reputation for product performance and durability and now we’re aiming to consolidate that by improving the overall service package, which we offer alongside the machines.

“As fabricators look to automate more and more of their production, we’re busier than ever with new machine installations, but we’re determined to make all the investments we need to ensure that doesn’t impact on the servicing and warranty work we do for our existing and very loyal customer base.”

Already this year, Emmegi (UK) has made several new service related appointments. Primarily, Kully Hunter was appointed as service manager, taking over from industry veteran Jeff Rooke, who retired at the end of 2018. She has also been joined by three additional new service engineers covering the north, Midlands and south of the UK.

These three engineers are working with Emmegi’s engineering manager Garry Barehead, and in partnership with the team of service engineers from Emmegi in Italy who have been contracted to provide specialist technical support to customers in the UK throughout 2019.

Kully Hunter’s role is to deploy all the engineers as effectively and efficiently as possible, as well as to improve response times.

Kully is well-known, and has many years’ experience in a similar position. She is already introducing new structures and processes at Emmegi (UK) which she is confident will make the company more efficient across all aspects of its servicing.

New initiatives have already been implemented, such as an increased use of the remote tool Team Viewer to give customers a quicker diagnosis of software related machine issues, with the possible option of a quicker and cheaper remote repair.

Kully’s initial brief was to address any urgent breakdown and warranty calls for customers, but she is now putting in place a programme of proactive measures that will improve the whole customer experience from requesting a service visit to scheduling a new machine installation.

This includes a new CRM system to improve communication with customers and a new raft of service metrics that will enable Emmegi (UK) to track and analyse the improvements it is making across all areas of its service performance.

“I’m really excited about taking on this new role,” she said. “I’ve got the backing of the whole team here and my priority is to make sure that customers feel looked after by Emmegi (UK) and that we deliver the kind of five-star service I know we’re capable of.”

The company is now actively recruiting another service engineer to join the revitalised team and benefit from the comprehensive training package provided by Emmegi both in the UK and in Italy.