Sandvik Specialist Support Service

15 June, 2020

First published in the June 2020 issue of Quarry Management as Specialist Support

Customer focus helps Sandvik Mobile Crushers and Screens deliver growth for customers in the UK and Ireland

In the quarrying, demolition, recycling, aggregates and associated industries, highly productive equipment is just the beginning of the story. How the customer’s investment is maintained and kept fully operational is essential for business viability. Sandvik Mobile Crushers and Screens have always set great store in not only making sure that customers get the right equipment to meet their needs, but also that parts and aftermarket support continue to help deliver growth.

Whatever the business and whatever the application, Sandvik Mobile Crushers and Screens’ focus is on delivering a superior customer experience and aftermarket care, from the first enquiry, to spare parts delivery, to regular servicing and repairs.

Recognizing the residual value not only in the equipment supplied, but also, vitally, in how the customer investment is maintained, has seen the company concentrate efforts in the UK and Ireland to create maximum efficiency and productivity, ensuring that its customers are at the forefront of its business. Through their skilled teams and pioneering digital solutions, Sandvik say they are able to provide the necessary support, information, training, service and part requirements in order that their customers get the very best from their investments.

Over the past 18 months, the company has invested not only in facilities, but also in its people, focusing on recruiting the best specialists in sales and aftermarket support, with the dedicated team being located throughout both islands.

Andrew Haldane, territory sales manager for the UK & Ireland, said: ‘Our products are supported by a local sales and service team who are experts in their professional field. From evaluating our customers initial requirements to providing dedicated aftermarket support, our customers have access to a wealth of information and assistance 24h a day, seven days a week. Recent appointments to the team have strengthened our service across both islands and we have never been better positioned to offer our customers a new approach to their fleet.’

Customer focus

Sandvik Mobiles work in tandem with their customers and consider them to be their partners, helping to ensure that the product lifecycle is at its optimum. One such example is Exeter-based BT Jenkins Ltd, who recently acquired a new QE342 scalper to add to their extensive fleet of Sandvik mobile crushers and screeners.

Commenting on the addition, operations manager Russell Lowton explained the benefits gained by BT Jenkins in choosing a Sandvik machine: ‘We chose Sandvik due to the excellent backup they provide, which we have experienced with our existing Sandvik crushers and screens. Commonality of parts and services was another major factor. All our crushing and screening plant is now Sandvik, which means our operators are familiar with the kit and this cuts downtime which costs money.’

To keep Sandvik equipment operating efficiently and at an optimum level, Sandvik can offer customers full peace of mind and confidence in their operation with their Security+ packages. Through these extended warranty agreements, customers can plan and manage their maintenance budget, with the reassurance that their machine is receiving the best support available, together with the added value of a full service history. With two levels available, Silver and Gold, customers can select the package which best suits their needs.

Digitalization has also proved to be increasingly important to customers. Over the past couple of years, Sandvik have invested heavily in their My Fleet telematics system, which is now fitted to every unit leaving the factory in Northern Ireland. My Fleet has been purpose developed to help customers know exactly how their equipment is being utilized. Through accurate monitoring of a wide array of parameters, this facilitates precise production forecasting, ensuring that the most efficient use is obtained from equipment, thereby maximizing return on investment.

Digitalization is also positively changing the way of working for many people within Sandvik Mobiles’ own sales network. More than ever before, the company is well positioned to support customers remotely and can offer advice to resolve any faults or issues with their equipment, without needing to have an engineer present at the facility.

Alongside additional safety measures that come as standard on all Sandvik products, the use of My Fleet telematics, both remotely and on-site, results in safer operations, as data are available without anyone having to be in close proximity to a physical machine. The actions of any piece of Sandvik equipment can be monitored and the customer notified of its status along with any problems and/or alerts, together with advice on how to resolve any fault.

The viewing of operational data and the ability to order spares and service digitally further enhances operational efficiency, meaning that as well as ordering parts, warranty registration is handled directly by the local service team, making for a seamless user experience.

Commenting on Sandvik’s approach, Mr Lowton said: ‘We have excellent lines of communication and back-up from Sandvik. We use them for all our servicing and repairs; it is this service in the field that made the decision to buy the scalper screen from Sandvik an easy one. Reliability has been excellent.’

Continuing development

By heavily investing in R&D and continuously developing the digital experience, Sandvik Mobiles say they are committed to using engineering and innovation to make the shift that will drive more sustainable business. Improvements and innovations are also being seen across the company’s sales and aftermarket service offering, ensuring that customer requirements are dealt with more rapidly and efficiently than ever.

The company’s aim to lead the digital race within mobile crushing and screening through a focus on customer requirements is matched only by its continuing development of crushing and screening solutions for a rapidly expanding industry, meaning Sandvik Mobile Crushers and Screens have never been better positioned to support their customers’ growth.