AFTER-SALES RELIABILITY. THE SERVICES FALCOR OFFERS
Easy Engineering: What do your customers look after when buying products or services?
FALCOR: Customers who purchase our products need to improve corporate waste management through the advantages offered by compaction: volume reduction, cost reduction, working time optimization, reduction of collector trips. Our waste balers and compactors are produced in Europe, specifically in Denmark and Germany, this guarantees high quality products. Once the baler has been installed in the factories, the working continuity of the machine must be guaranteed. There must be an efficient after-sales service, which offers timely interventions and maintenance contracts with scheduled checkups to keep the machines in good operating condition.
E.E: What are the main needs of the customers?
FALCOR: Customers are looking for quality, robust and long-lasting products and suppliers they can turn to for all problems relating to the product purchased. When they need assistance on the compactors, they must have immediately someone to call and the problem must be taken care of and solved in the shortest possible time. Our after-sales service offers a series of services that make the customer feel cared for and protected.
E.E: How important are the after-sales services?
FALCOR: It is essential for the customer to have a single interlocutor to contact for any need related to the balers and compactors purchased. Falcor, always sensitive to this need, invested in the assistance department so that it could grow together with the commercial one, guaranteeing a 360 ° service.
E.E: What after-sales services do you offer?
FALCOR: Our after-sales services include:
Staff training on the use of the baler
Scheduled Maintenance Contracts
Specific advice for integrations
Sale of consumables
Assistance on balers of other brands
E.E: What kind of support do you offer your customers?
Logistics: we organize deliveries according to the customer’s needs using the best couriers and transporters.
Installation and operator training: where necessary, we follow the customer in the machine installation phases and provide adequate training to the operators, for a correct use of the balers.
Supply of straps: We supply the straps for tying the bales
Telephone assistance: Our balers and compactors can be equipped with a kit that includes Modem and data SIM. This kit allows the customer to request any concessions for the Industry 4.0 plan, but also allows Falcor technicians to remotely control the machines, being able to monitor their correct operation and, if there is a problem, solve it quickly through telephone assistance.
On-call assistance: or any type of problem the customer can call the assistance number to speak directly with a technician. If necessary, the intervention is organized as quickly as possible.
All-inclusive rental solution: For companies that need a structured machine park and the best level of service, Falcor has studied a “Full service” rental which includes ordinary and extra-ordinary maintenance, unlimited supply of consumables, technical assistance in real time, installation and staff training, guarantee of always performing and overhauled machines
Scheduled maintenance: depending on the balers in use and on how much work they perform, we propose scheduled maintenance contracts with a frequency proportionate to the real needs of the customer (usually on a half-yearly or annual basis). Scheduled maintenance involves services by appointment agreed with the customer in which a machine checkup is carried out with the possible replacement of spare parts where necessary.
Specific advice for additions: if the customer needs to make changes to the existing system, our technical department is able to design and implement what is necessary.
Assistance on balers of all brands: We are able to service all types of balers and compactors for waste.
E.E: How do you promote your after-sales services?
We provide the customer with the telephone number dedicated to the assistance.
We send emails regularly to remind the customer when the deadline for the check coupon is approaching.
E.E: Tell us about the spare parts distribution (if any) or any other after-sale products.
FALCOR: We have a wide range of spare parts and equipped mobile workshops ready for any intervention. If the spare parts are temporarily unavailable, we can have them in 2/3 working days ordering directly from the parent companies. As for the consumable material, we always have polyester straps ready for delivery to tie the bales of waste in three sizes (9mm, 13mm and 19mm). We can ship same day.
E.E: What impact has product innovation on your customers?
FALCOR: Thanks to the installation of modems and data sims, our balers and compactors can be equipped with an intelligent monitoring system (https://www.falcorpresse.it/tecnologia-40-per-la-compattazione/). This system allows for each baler to monitor the operating status, the geographical position and above all the productivity of bales of pressed waste. It is also very useful for our service technicians who can connect remotely and understand if there are any critical issues regarding use.
Furthermore, with our presses, customers can take advantage of tax benefits in Italy, as they meet the requirements of the National Industry 4.0 Plan.
E.E: What industries do you think will grow in 2022?
FALCOR: Waste management unites all trade sectors. The problems related to waste management are increasingly topical and more and more companies want and must adapt to new regulations with a view to circular economy and respect for the environment.
E.E: What solutions do you bring for these industries?
FALCOR: We have solutions suitable for any sector from small businesses to large companies that produce a lot of waste. Our customers belong to different sectors: industry, automotive, catering, facility management, retail and large-scale distribution, public administration.
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