Problem
One of the world's leading manufacturer's of tissue, pulp, paper, packaging, building products and related chemicals was experiencing an unexpected power reduction in one of their East Coast mills. This was due to a part that failed within the power plant. A number of reasons had them concerned with how they were going to get the mill up and running with the least amount of downtime:
- Part needed was an obsolete part
- Part did not exist in the manufacturer's system
- Industrial part repair provider had only been onsite for two weeks
- Manufacturer was not sure if provider has the capabilities to repair the part
- It was Super Bowl Sunday
Solution
The manufactuer immediately called Advanced Technology Services (ATS), their industial parts repair provider, for help. Since it was Sunday, the manufacturer used the 24/7 ATS emergency line.
The customer service representative explained that ATS has an extensive inventory of repair parts and components to support the repair of obsolete parts. Although ATS had never repaired this particular part, they had a history of repairing similar power supplies and would do everything possible to accomplish a successful repair.
That night, with the mill suffering from a decrease in power, the obsolete part was deemed an expedited repair. Within 24 hours, ATS repaired the part and immediatley shipped it to the East Coast is efforts to get the mill up and running - returning it to full operation.
Bottom Line
With the help of ATS' 24 hour customer service support center and world-class repair technicians, the support ATS provided proved successful.
- Provided efficient customer support exactly when the customer requested it
- Informed customer of capabilities that were not known
- Decreased the amount of downtime the facility could have experienced from searching for the specific obsolete part
- Repaired and returned the part in a little over 24 hours
- Came to the rescue - even on Super Bowl Sunday
- Overall established a great working relationship with the customer
"I would say that it was definently a touchdown for ATS. The original supplier had told us that they were getting to the point that components for the card were nearly impossible to find. Lead time for a new card was several months. I don't know how ATS did it, but we now feel we have a reliable partner to go to for repairs on these cards. It will give us some breathing room to transition to an upgrade in the future."