The parts and service department management teams from Vecoplan LLC, Archdale, North Carolina, and Vecoplan AG, Bad Marienberg, Germany, held meetings Oct. 8 and 9 in Archdale and Greensboro, North Carolina. The focus was on customer service and support for North American customers, according to a news release from the company.
“The emphasis on customer support, along with superior engineering and product quality, is what has made Vecoplan successful and the market leader in many industrial markets,” says Len Beusse, managing director and chief operating officer of Vecoplan LLC. “In 30 years, we have been fortunate enough to have earned the business of over 3,500 industrial customers, operating over 4,500 Vecoplan shredders in North America alone. Approximately one-third of our business is from repeat customers. To continue to place a priority on customer support for these folks is just good business for a myriad of reasons.”
The first day of meetings was held at Vecoplan’s North American headquarters. Topics included order processes, shipping logistics, internal communications, automated systems, inventory analysis and other more administrative topics. Meetings on day two were held at the Grandover Resort and Conference Center in Greensboro. Topics included sharing of ideas and strategies, proactive outreach techniques, promotional objectives, improvement in response times, service technician training, supply chain management, international trade barriers and resource evaluations.
“While parts and service revenues and margins are generally substantial in any capital equipment company and must be maintained, we can never forget that we are caretakers first and foremost,” Beusse says. “It all starts with a customer and to take care of those responsible for our success should be amazingly simply to understand. The meetings concluded with a recommitment to continuously improve customer care and relations.”