Before joining Genius Flexo Machinery, Vijaj worked with a company that received a lot of complaints about service support. Some employees didn’t bother responding to inquiries, or even switched off their phones entirely. “I learned a lot from this, and knew I could do much better,” Vijay explained. He believes in responding within one hour. “Being accessible is everything. I believe in responding within one hour and I never switch off my phone. My customers can even call me at night and I will answer.”
Impressive, isn’t it?
Vijay Pareek, Genius Flexo Machinery
Troubleshooting the issue
When a customer runs into an issue with their press, they call Vijay, and he tries to determine what the issue is. According to Vijay, in more than 95% of the cases, it’s a human error, and he will try to solve the issue over the phone. If the problem isn’t resolved, Vijay will send a certified service technician to fix the issue on-site.
What impressed me, was the urgency in which Vijay will send a service technician: “I will do anything to solve the problem to our customer’s satisfaction, and as soon as possible. All our employees are well-trained and instructed to deliver great service, every time.”
The Red Box: big added value
Vijay views the MPS Red Box, a collection of critical spares tailored to specific press requirements, as a big added value. They have recommended it to their customers for over a year and have seen it help solve problems.
“All the critical parts you need, however small, are always in the Red Box. We have never encountered a situation where the customer was missing an important part in their Red Box – an example of good collaboration between Genius Flexo Machinery and MPS.”
Interested in ordering a Red Box? Request one here:
A unified vision of service
There are occasions where an MPS service engineer is contacted to help an agent resolve a customer’s press issue.
Vijay strongly believes that the high priority and level of service provided by MPS mirrors the service philosophy of Genius Flexo Machinery.
“The beauty of MPS, is that you never really have a situation of a complete break-down. Their high-quality presses in combination with their service is what makes customers happy and prevents serious disasters from happening.”
For common inquires received by the MPS service department, tune into FAQ Friday where we share a new video of an MPS Service representative providing a short answer (about 1 minute) to a question. Popular questions already answered are:
What to do in case of a machine error?
What is the delivery time of service spare parts?
How to determine the right colour for your printing process?