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Unison enhances levels of customer service

Posted on 21 Dec 2020 and read 1351 times
Unison enhances levels of customer serviceScarborough-based Unison Ltd, a tube manipulation machinery specialist, has further enhanced its service and support programme, to ensure its global customer base is well-placed to maximise opportunities throughout the Coronavirus pandemic and beyond.

Renamed ‘Unison UltimateCare, the programme takes the company’s machine tool support services to even higher levels and is the result of close dialogue with customers to better understand their needs and new ways of working.

Managing director Alan Pickering said: “Unison is renowned for providing uncompromising levels of machine tool service and support – quite possibly the finest across the tube bending industry

“In creating Unison UltimateCare, our objective was simple: to better equip our customers to respond to the opportunities they encounter during these peculiar times, by assisting them with superior, highly agile and rapid support services, which can also include guidance in component prototyping and tooling.

“While significant emphasis has been placed on providing greater levels of online support, wherever face-to-face support is concerned - just as from the start of the Coronavirus pandemic - we operate safe working practices to protect our customers and teams.”

Unison UltimateCare has been designed to make it even easier for customers to select the precise maintenance solutions they require to ensure their Unison machines provide long and reliable service. It can also include services such as CAD modelling, component prototyping and process optimisation to enable manufacturing strategies and capabilities to quickly adjust to new orders and opportunities.

Services can be selected on an ad-hoc basis or combined into one competitively-priced agreement, tailored to need and designed to assist budgeting by spreading the cost of machine care.

Commenting on the high level of service offered by Unison, Jonathan Thacker, operations director of The Walsall Wheelbarrow Company Ltd said: “Unison are so much more than manufacturers of high-quality machine tools. They have assisted us in product development and helped keep our production costs down – something that is essential for a low-margin, high-volume business such as ours.

“A major point of difference with Unison is that they gain an in-depth understanding of each customer’s business to ensure the advice they give is relevant and tailored. When we bought our Unison tube-bending machines, there were cheaper options on the market – but I wasn’t prepared to gamble on quality, capability or level of support.

“If you want a long-term partner, one that will deliver the highest levels of service, I believe you will struggle to beat Unison. Our annual service contract has proved invaluable, with services scheduled for planned downtime, telephone support, online diagnostics and discounted spare parts.”

Unison UltimateCare at a glance:

• Online ticketing system with guaranteed next day response

• Online machine support to resolve production issues

• Ad-hoc service and repairs

• Unison-trained mechanical, electrical and software engineers located globally

• Service level agreements – with PPM programmes tailored to individual customer needs

• Discounted OEM spare parts with service level agreements

• Machine inspection and condition reports

• Control upgrades and process optimisation

• Servo drive axis and full upgrades

• Commitment to safe, socially-distanced working practices