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Popsop.ru. Дизайн упаковки. Дизайн бренда

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Сайт рассылки: http://popsop.ru/
Открыта: 22-05-2008

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Popsop.ru. Дизайн упаковки. Дизайн бренда Customer Service that Really Lives Up to Its Name


By Ana Neale, Marketing Director, CROWN Food Europe

Customer Service is a familiar phrase used by many packaging suppliers to the food industry as part of their overall sales package. However, we all know that it is one thing to offer it and quite another to actually achieve it.

When customer service is carried out to its full potential, the term takes on a broad, positive meaning for clients. Genuine proactive support allows a client to take advantage of the value-added expertise that suppliers can bring to the table. From this, a relationship of closer understanding and trust can be fostered.

This is particularly true of the food packaging industry, where safety and quality are paramount. A well-rounded customer service programme provided by a supplier that includes focused training, on-going technical support and preventative maintenance can help food manufacturers get to market more effectively, especially important in todays cost-conscious environment.

People first:

The main key to success of any customer service programme lies with the people providing the service. It is essential is that the supplier has the right amount of resources available to support customers and that their staff has the correct level of expertise and skill sets to satisfy changing industry needs.

Traditionally, customer service in the can supply business focused primarily on the maintenance and repair of can closing machines to ensure that they performed efficiently and safely. In todays consolidating marketplace that faces a higher concentration of canning lines in fewer locations and less resources to operate them, a supplier offering additional support services will be attractive to both large and small customers.

A fundamental element of customer service is to provide companies with various training programmes for their engineering and operational staff. For example, Crown’s UK-based Seaming Training School offers comprehensive instruction and training on the very latest in double seam technology. In addition, the school provides training on recommended can closing practices for engineers and those connected with the process, such as quality personnel.

Other training programmes can be specifically designed to address the everyday issues faced by food manufacturers in the areas of can filling, handling and food processing. These can even be conducted onsite at the food manufacturer’s own plant in order to facilitate problem solving.

Trouble-free production:

Frequent communication between can suppliers and their customers is another vital aspect of a successful customer service programme, allowing complete and well understood agreement on overall goals and plans. Working with food can suppliers who anticipate unforeseen problems and continually listen to their customers changing needs allows for the development of truly customer specific solutions that can help increase productivity and efficiency.

The ability today of can suppliers to automatically monitor key areas of a customer process signals a significant change in service. Advances in double seam monitoring equipment, for instance, ensure that production issues can be caught early. In some cases, these monitors have helped reduce average product hold times from hours to just minutes. With the appropriate customer service structures in place, production machinery can be utilized to maximum effect.

The basis for positive change:

A successful customer service package will also help with the introduction of change. Working with suppliers with a proven history of innovation, extensive knowledge of critical packaging and processing issues, and state-of-the-art testing facilities can all help food manufacturers maximize their brand potential and stay ahead of competition with new product launches.

Metal can innovation can be very subtle in its execution but revolutionary in its impact. Well-established products can be completely refreshed with innovative technologies such as shaping, decorating and easy-open convenience. These techniques serve to reinvigorate brand image on the shelf. Alternatively, achieving the same look and feel of a product while simultaneously reducing its weight and material use is another route by which innovation in packaging can affect quality, cost and its environmental impact.

Suppliers who have good knowledge of their customers processes – through technical support activities, line audits and even process monitoring – help ensure that these new products will work properly and better than their predecessors. This is a critical factor in determining whether a product will ultimately succeed or fail.

For example, to support its customers product development processes, Crown offers access to a fully equipped pilot facility, where new product packaging can be carefully tested. Located in the United Kingdom, the facility features a pilot food filling line designed to conduct short runs for new product trials and fine-tune packaging processes before major product launches. This careful expert screening saves time and money, as customers are freed from trialing products on their own production lines, and speeds time-to-market for new products.

Customer Focus:

At a time when food manufacturers are seeking greater returns on the money they spend while their own resources are stretched, partnering with a supplier with an experienced and well-resourced customer service team is essential. With customer service programmes that provide real value, the enormous potential of mutually beneficial, forward-thinking business relationships is unlocked.

About Crown Holdings, Inc.
Crown Holdings, Inc., through its subsidiaries, is a leading supplier of packaging products to consumer marketing companies around the world. World headquarters are located in Philadelphia, PA. For more information, visit www.crowncork.com.

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