Customer Support You Can Count On

For Granco Clark customers, getting expert technical support is as simple as making a single call to Granco Clark’s main number. Customers are immediately connected to a Granco Clark engineer who can assist in diagnosing and solving any problems.

Quick Problem Resolution Through Modem Support

One key tool Granco Clark uses to solve technical issues is modem support. Instituted back in 1990, modem support is now integrated into all of Granco Clark’s extrusion systems. All the customer needs to do is supply a dedicated phone line, and Granco Clark can run diagnostics on their system from a remote location.

It’s changed the way Granco Clark assists customers. Before modem support was available, an engineer would have to rely on the customer to explain what was happening; then try to talk him through possible problems and how to solve them. If that approach proved unsuccessful, a Granco Clark technician would travel to the customer’s location to fix the problem on-site—so the customer’s equipment might be down for days.

Now, a Granco Clark technician can simply dial in, see what’s going on, and tell the customer exactly how to fix the problem in just a few minutes. For example, when a customer was having problems with their handling system, one of Granco Clark’s engineers ran diagnostics and found out the program for the handling processor had disappeared. He quickly downloaded the program to the customer’s system and got it back up and running right away.

Support for Diverse Needs

Along with providing modem diagnostics, Granco Clark’s staff assists customers with a wide range of issues, from answering questions on equipment specifications to replacing lost equipment manuals.

And for Granco Clark equipment produced prior to the inception of modem support, support staff can still access data about customers’ particular systems. Granco Clark maintains electronic archives of drawings and specifications for every system installed—even some dating back as far as the 1950s—so the technical team can quickly retrieve information to assist in troubleshooting.

Teamwork is Key

Teamwork is an essential part of Granco Clark’s customer support program. Parts Manager Rance Stowell, who staffs Granco Clark’s 24-hour parts hotline, plays a key role when modem diagnostics reveal that a new part is needed. Stowell makes sure the part is shipped to the customer right away, and if a replacement part isn’t in stock, he’ll contact the vendor to have it shipped directly to the customer.

It’s all part of a coordinated effort dedicated to a single goal: ensuring that customers enjoy maximum uptime from their Granco Clark equipment.