Core support model underpins service

Furukawa Rock Drills (FRD) Australia has introduced a new three core support model, which can establish the company as one of Australia?s foremost thinking equipment providers.

FRD Australia general manager Matt Goldby said, ?We have come a long way since our introduction into the Australian market three years ago, especially in the past 12 months with the market presenting interesting opportunities. Although 2009?s market characterised a reduction in new leads, it did provide the perfect opportunity to bolster FRD?s service and support infrastructure within our dealer network.? 

Matt said that FRD?s focus was on the customer, with an emphasis on providing genuine back up service and support of the product. As a supplier of rock drills, rock drilling platforms and hydraulic attachmentssuch as breakers and crushers, FRD Furukawa?s global success is well established.  Highlighting FRD?s achievements is its global commitment to training and product support initiatives, which have seen the company grow significantly in countries such as Australia in recent years.      

FRD Australia has taken a fresh approach by introducing a three core support model that now governs the company?s operation.  Training and knowledge base availability,dealer network quality and human resource excellence comprise the model which is already beginning to demonstrate its success in the field. 

?By concentrating on these three core elements, we have established a system whereby there is no situation or problem our dealer network will not be able to address in a timely, professional and outcome driven manner,? Matt stated. ?We have just completed a thorough audit and overhaul of our dealer networks tooling, service/maintenance procedures and training programmes to ensure the highest level of service to the customer.?

In late 2009, FRD Australia delivered aHCR1500-EDII drill rig to a leading Australian aggregates and material supplieraided by the new three core support model.?There is no question that our support offering and dealer network won us the deal,? Matt stated. ?The client?s ongoing concern with new equipment related to support, and how effectively the OEM could ensure maximum productivity with minimal downtime for its projects.  FRD Australia highlighted how its three core support model functioned and detailed the direct benefits during the tender process, which gave us an advantage over the competition and ultimately won us the deal.?

Matt said that FRD Australia would continue to adjust and develop its new three core support approach, ensuring customer satisfaction and other benefits are gained at the ground level.

Source: Furukawa

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