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Parts and service support is critical to our customers in enabling them to achieve high production volumes. Here is some recent feedback from some existing Smart-binder users when asked about IBIS support:
Donovan Samuels, Pressroom Manager at Liturgical Publications, Inc (LPi), Cromwell, CT, USA:
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"We rely on our Smart-binders all year round, but especially during our demand peaks around Christmas and Easter. It helps that the Smart-binder is reliable, but we have had a good experience with IBIS service engineering and the parts department. Parts and service support is key for all LPi facilities which is why LPi is a repeat customer of IBIS Smart-binders."
Note: LPi now have 8 IBIS Smart-binders operating at 4 different locations in the USA
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Jeff King, Facilities Supervisor at Scantron, Columbia, PA, USA:
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"We rely on our Smart-binders all year round, but especially during our demand peaks around Christmas and Easter. It helps that the Smart-binder is reliable, but we have had a good experience with IBIS service engineering and the parts department. Parts and service support is key for all LPi facilities which is why LPi is a repeat customer of IBIS Smart-binders."
Note: LPi now have 8 IBIS Smart-binders operating at 4 different locations in the USA
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Operations Manager at large multi-national printer (with multiple Smart-binders):
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"Smart-binders are, in terms of reliability, the best pieces of equipment we've ever had. Parts and service are very good, but a big advantage is the high operating up-time. A key issue for us is also ease of self-maintenance and the Smart-binder scores very highly in this regard. This was one of the key reasons that we chose IBIS over the competition."
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Pete Brown, Customer Service Engineer at Canon New Zealand:
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"Canon New Zealand Ltd have had an IBIS Smart-binder and MB Sheet Buffer under service contract for over two years. During this time, we have received excellent support and communication from IBIS for service and spare parts. The IBIS Service team have been dedicated and responsive to our service requirements in New Zealand and there has been nothing that has been too much trouble for them to assist us. As an example, we had a component failure incident late last year on the SBS-100 Sheet Buffer which resulted in an outage for our customer. IBIS was able to supply us a replacement part, door to door within 24 hours. This was an outstanding response when freighting parts to New Zealand is taken into consideration and our customer was extremely impressed. We have also received exemplary support and feedback from analysing log files for us to improve the customer experience regarding operating the Smart-binder."
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This feedback confirms that we are successfully meeting our customers' needs for product support. It also shows why a high proportion of users are repeat buyers with multiple Smart-binder systems installed.
We have provided a large stock of Smart-binder spare parts to Best Graphics, our new US Distributor. This is now further reducing our parts delivery time to our US customers. A 24/7 IBIS 'hot line' is available for technical assistance day and night.
For more details please Martin Reed, IBIS Director of Customer Support.
John Cracknell, Managing Director
Mike Donovan, International Technical Sales Manager
IBIS Bindery Systems UK
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