KBA’s Market Leading Service Department Maximizes Productivity and Profitability for its Customers
Thursday, August 17, 2017
Press release from the issuing company
Highly satisfied customers report strong support, knowledgeable representatives, and high levels of satisfaction
When KBA’s market leading and well known customers look at this dominant press manufacturer, they see three key ingredients to its success: extensive and innovative ongoing research and development, superior press manufacturing, and top-notch service and support. While the first two ingredients draw the customer to purchase from KBA, it is the third ingredient that keeps them as loyal and returning KBA customers.
KBA is proud of its knowledgeable service department. It is one of the largest networks in the industry providing the fastest and most comprehensive and wide ranging array of technical, educational, and performance services for its customers. Its leadership team and technicians are praised for ensuring that KBA customers maximize their press equipment, tools, and features. The team is constantly re-evaluating how to monitor and advance its services to make them even more effective.
“Our main goal is to act as customer support specialist providing the highest level of customer satisfaction,” says Michael Eichler, newly promoted to Director of Service Select at KBA North America. “We’re more than a superior press manufacturer; our team of service specialists is dedicated to improving our customers’ understanding of how the press operates. Our presses provide the highest level of print quality and we want to ensure that our customers are utilizing all of the innovative technologies on our presses for maximum optimization. Our latest award winning features help our customers to maximize efficiency and overall productivity. We take great pride in developing one-on-one direct relationships with all of those employees at the plant level. The dedication of our KBA service staff is the best in our industry.”
Customers are so pleased with their total service program that they shared their experiences about KBA’s outstanding service department:
NEPA Carton and Carrier
“Ever since our new KBA Rapida 145 six-color 57-inch press was installed, we’ve had fantastic service,” says Bruce Beck, NEPA Carton and Carrier pressroom foreman. “This is a large press with a lot of high end technology and we’re proud to say that KBA and its service team has our backs. If we’ve had any issues, they’ve been addressed immediately. There’s been no downtime on press and everything has been going great. We’ve reduced our makeready waste considerably and we’ve had the press up and running at top speeds. We’ve found the KBA service team to be very knowledgeable. Because we are one of the few printers in the country to have a press equipped with System Brunner’s Instrument Flight system, Alex Stepanian, Sales Director from KBA has come to our facility to demonstrate how well we use the system and what positive attributes we’ve attained with it.”
“We are very happy with our service from KBA,” says Cory Pease, group leader of the printing department at Amway, a global manufacturer of nutrition, beauty, and home products and one of the world's largest direct selling businesses in Ada, Michigan. “Of course no installation is without its issues but KBA attends to our needs very quickly. When we needed a particular part for our Rapida 106 press, we were so amazed when they delivered the part in less than 12 hours from Dallas. The remote maintenance function has been very beneficial to us. Our press operators can connect right in and it can point us to where the problem is. It fixes or helps us greatly. For example, we had a problem with the frequency drive. Our press operators dialed in and the KBA technicians told us where the problem was and helped us to expedite the fix. We’re very impressed with everyone on the service team—from the demonstrators to the technicians.”
“The installation of our KBA Rapida 106 press was flawless,” says John Shaw, Printing Manager of Hederman Brothers, a leading full-service commercial printer located in Madison, MS. “I’ve been in the printing industry for 30 years and this was the smoothest installation I’ve ever seen. The KBA installation team was easy to get along with; I say that because I am very particular as to where the press needed to be placed in an exact location in our new facility. They did everything we asked of them. Since the install, the training has been great and if we need anything, we have it by the next day.”
“As a KBA customer over the last 11 years, we have experienced a very customer-centric, one-to-one support from its management and service coordination department,” says Scott Burnett, production manager at Cedar Graphics. “Direct phone line support, as well as quick email response have allowed us to minimize downtime when a mechanical or electrical issue requires an onsite technician. 24 hour remote internet electrical support has allowed technicians to remote into the presses and resolve problems remotely in short periods of time, thus eliminating any extended periods of downtime; day or night. Recently we installed a new KBA press that we needed to be on-line very quickly. KBA expedited delivery and once the press was onsite, leveled and set eight print units, coater, feeder, and delivery in 2 ½ days. As more and more KBA presses are installed each year, we have seen the company strive to grow logistically to support its growing customer base. KBA has done a nice job of balancing that growth while still maintaining personal one-to-one support. The KBA team is always just one phone call away, from the service coordinator to service manager to their senior management.”
“When we experienced downtime on our two older KBA presses, the two onsite KBA mechanics were outstanding,” says Jeffrey Gladdish, Imposition, Plate & Press Manager at Jostens. “Two KBA service mechanics immediately came onsite and they worked for three weeks straight to support us. They even worked through holidays. They were always pleasant and courteous. Their knowledge of the press and how to get it back to factory condition was amazing. Their willingness to work with our mechanics and to answer any questions that they may have had was great. These two service mechanics are great ambassadors for the KBA brand. While other press manufacturers have had to cut back with their service personnel, KBA has always sent us qualified mechanics, electricians and factory personnel. If anything good can be said about a bad situation such as ours, it was the fact that we knew from day one with our KBA service reps that they would stick it out and help us get back going again.”
Ingersoll Paper Box Co. Ltd.
“I find it just incredible that our company started on this journey with KBA three years ago,” says Sarah Skinner, president of Ingersoll Paper Box Co. Ltd. “So much has changed at our company and a lot is impart due to the newer capabilities that our KBA Rapida 106 press has brought to us. Along with the service and support your team has provided we have found this to be a very positive experience. We knew all along that the team at KBA had the experience, but we all feel that you have all gone above and beyond and thank you for your continued support.”
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