Developing a network of local technicians to quickly support customers

This is why MacDue began in 2019 a process of selecting and training people who live in different parts of the world and can assist customers in the installation of new machines and maintenance activities. This initiative has received the appreciation of companies that rely on MacDue because it makes technical support more efficient while lowering costs. In a complex period such as the one we are experiencing, marked by the Covid-19 pandemic, local resources solve the problems of travel and the cost of sending technicians abroad. The training of the technicians takes place under the strict control of MacDue. After careful research, the selected collaborators receive intensive training at our head office in Italy. When a new project is commissioned, the technician is called in for further training on the line to be installed. Then he assembles, tests and disassembles the machines together with our internal staff; at the end of the training, he returns home at the same time as the parts are shipped, ready to execute the installation by the customer. From that moment on, he will be the main contact person on the line.

Starting from the customer’s needs, we develop projects that allow us to manage products from the beginning to the end of the line

The results of this investment in training and research of local collaborators were not long in coming. An example comes from the United Kingdom, where our technician Riccardo follows the installation of complex lines for very important customers. The relationship between Riccardo and MacDue began thanks to a first job at a company that he followed as a consultant. Mutual appreciation has resulted in the creation of a collaboration that allows us to provide rapid and qualified support both in the United Kingdom and in Ireland. Riccardo has just finished training on a particularly complex line that will be assembled in the coming weeks. The project is developed starting from a merger that unifies the flow of two different incoming rolls and then continues with machines that manage the formats according to their particularities and prepare them for the bundle. The products organized in this way reach the hybrid bundler, an innovative solution that allows responding to the different needs of the market with rapid adjustments, and then move on to the wrapping section. Here, a palletizing island with three robots handles the different configurations of the pallets, which are then wrapped for shipping. With the support of Riccardo and the MacDue team, the customer will receive excellent service, saving on travel costs and being able to count on an on-site contact person ready to assist him quickly. Another positive example of the effectiveness of on-site technicians comes from Poland. After 8 years of working closely with MacDue in Italy, Dawid has decided to return to his country of origin. The consolidated relationship with such a qualified resource prompted us to take the opportunity to have a local service, so we continued the collaboration.

These days Dawid is completing training for a project that will be implemented over the next few weeks. It is a stand-alone mono roll machine for a new strategic customer in Poland in the AFH sector. The installation of the machine by a technician who will remain available as a contact person a short distance from the customer will ensure rapid response and constant support for any need.

The investment in research and training of qualified technicians in different parts of the world has allowed MacDue to provide even more efficient and rapid support to customers. On-site resources and spare parts in stock at partner branches are the basis of MacDue’s growth. Thanks to these efforts, we have successfully completed complex installations in Saudi Arabia, Chile, Spain and the United States over the past 2 years. We are continuing to expand our network of technicians to address the obstacles caused by this pandemic and support customers in achieving their business goals.