Case Study: Agility Builds Customer Trust and Confidence

A Race Against Time to Complete Gearbox Repairs?

When industrial equipment malfunctions, time is of the essence to get things back on track. This is especially true of gearboxes, as many systems become inoperable without this equipment.

Recently, an established Motion Repair & Services customer requested repairs on their spare gearbox.

This customer then shipped the gearbox to a Motion Repair & Services shop for repair. As a standard repair, the initial completion estimate was just over 19 weeks to allow for the shipment of parts and repair time.

However, one of the customer’s in-service gearboxes started showing signs of failure. If the gearbox failed, the customer’s only spare was sitting in our Motion Repair & Services shop awaiting repair. Naturally, the customer started to panic.

If their current gearbox failed, they would have to halt production, losing significant time and money on their operations.

How the Motion Repair & Services Team Helped

Rather than purchasing a new gearbox, the customer asked the Motion Repair & Services team if we could expedite the repair job. Realizing the severity of their situation, our team sprang into action. The Motion Repair & Services team managed to locate the necessary parts, repair the unit, and send out the gearbox for delivery in less than three weeks.

“It’s this responsiveness and flexibility that endears us to our customers and differentiates us from our competitors,” said Ed Van Hell, Vice President Group Executive for Motion Repair & Services.

Scott Smith, Division Manager for Motion Repair & Services, thinks that this effort on the Motion Repair & Services team’s part should only help to solidify our relationship with the customer.

“This customer is very accustomed to us doing gearbox work for them,” Smith said. “They trust our work and know our capabilities, and that is key when it comes to this type of repair and this kind of quick turnaround time. When they install this gearbox, we'll likely repair the one they pull out. I believe this will become ongoing repeat business for Motion Repair & Services.”

Contact Motion Repair & Services Today

Our Motion Repair & Services team is ready to take on your toughest gearbox repairs today. Save time and money while extending the overall lifespan of your existing equipment.

Read the original post and download the case study here.