Let’s talk about failure! Sometimes things go wrong: machinery breaks, parts need replacing, the best plans go off-track. At maxwell+spark, we understand this and are prepared, something our customers have really come to value. They know that our After Sales team has their back and that they can rely on us to keep their operations moving.
After Sales play a crucial role in driving customer satisfaction and business growth at maxwell+spark. The team in South Africa has grown significantly, evolving from a small group of two into a robust team of 19 spread across major centers in South Africa. This growth enables us to provide localised service, minimising downtime and enhancing the customer experience.
Our commitment to After Sales service goes beyond simply responding to breakdowns. By staying connected with end-users, we gather valuable feedback that feeds back into the business, fostering continuous improvement. Learning, innovation and constant evolution are cornerstones of how we operate.
But, who better to demonstrate our commitment to finding solutions than our After Sales technicians on the ground? After all, they are the everyday heroes, onsite when you need them the most. We thought it would be nice to share some of their stories here.
First up is Siphamandla Dlamini, one of our dedicated technicians in KZN, who recently faced a scenario that showcased our commitment to customer satisfaction and problem-solving.
The issue began when one of our frozen food customers reported a problem with their fridge chargers—an EMI filter had failed on site, impacting equipment under warranty. Downtime was not an option as it would disrupt their operations. With this in mind, our team immediately went into action, ensuring that the customer could continue using the equipment while we addressed the issue. By keeping the chargers operational, we significantly reduced the potential downtime and kept their business running smoothly.
Recognising that this was not just an isolated incident, Siphamandla took a proactive approach to prevent future failures. Working closely with the manufacturer, we sought to understand the root causes of the EMI filter failure and collaborated to develop a long-term solution. This collaborative effort resulted in the manufacturer and supplier providing insights into how we could enhance the durability and reliability of the component.
Understanding these factors was crucial, as it allowed us to implement preventative measures and educate our customers to minimise the risk of future breakdowns.
This experience underscored the importance of teamwork, professionalism, and a solutions-based mindset in the After Sales department. By working together to understand and address the root cause, we were able to provide a lasting solution, not just a quick fix. This level of dedication and initiative is what sets maxwell+spark apart.
