VMI invests in global technical support infrastructure

Leading independent tyre building machinery manufacturer VMI has invested in its technical support teams in Yantai, China, Epe, the Netherlands and Stow, USA. It says each expert team is now equipped to provide the same level of support anywhere.

The three custom-designed support centres use identical technology, always ensuring complete consistency. By utilising the VMI Asset Management platform, engineers can respond quickly and expertly when customers ask questions or raise issues with them. They can use remote monitoring for fast diagnosis, access the complete corporate knowledge of VMI’s global engineering teams, and respond with effective solutions.

“We understand that regardless of the location, customers need fast access to the best advice in support of key business priorities,” comments Erik Lapré, vice-president of Global Services at VMI. “For example, ensuring that production is not interrupted, or avoiding quality issues such as excessive waste. The fastest way to deliver this support is through remote service centres, where customers can be certain of receiving the best insights, know-how and practical advice to resolve issues and get their operations back on track. As these centres all leverage the same infrastructure, information as well as processes, this means that our services stay consistent at all times.”

Proactive, expert support

VMI explains that the Asset Management platform ensures the company’s support teams “operate to best practice levels at all times,” with new insights and experiences added to the database in real time. Engineers can collaborate with customers to look at their equipment performance levels, right down to individual machine and component level.

At the same time they can also review the service standards required, KPIs and all agreement details. With customer permission, VMI can carry out reviews at regular intervals and proactively offer guidance and advice about enhancing asset performance and extending useful life, while improving sustainability and productivity.

“Customers are rightly insistent on high levels of security assurance where data is concerned,” says Mike Norman, VMI chief commercial officer. “VMI’s solution is designed for fast response to customer needs, with all monitoring and data access carried out within strict, pre-agreed limits.”

Breaking new ground in service support

VMI believes the Covid pandemic, coupled with the need to manage stressed supply chains at times of economic difficulty, has led to an environment in which the traditional on-site service call is simply neither fast nor agile enough to deliver the support that customers now demand. VMI’s remote service support solution ensures expert intervention worldwide and enables most problems to be resolved fast, reducing costs and saving time.

Innovative solution from a smart manufacturer

Epe, Netherlands-based VMI has been innovating since its foundation in 1945. Now recognised as the leading independent designer and manufacturer of tyre building machinery, VMI uses advanced IT and analytics-based solutions to enhance performance in every area, from environmental improvement to operational efficiency through to higher productivity. It views the remote support desk solution as a key step in helping customers gain maximum benefit from advanced analytics and data management right across their businesses.