Milacron Holdings Corp., a leading industrial technology company serving the plastics processing industry are uniting their Aftermarket spare parts and service offerings into the One Milacron Lifecycle Advantage, supported with major investments.
Milacron’s unmatched product selection in injection, extrusion and blow molding, co-injection, hot runners, process control systems and mold components goes well beyond the customers’ initial purchase. Milacron has a vast array of aftermarket capabilities including preventative and traditional service and repairs, spare and replacement parts, and retrofits and rebuilds.
In the past several months, with the invaluable feedback from customers, Milacron has undergone a thorough revamp of their aftermarket offering structure. As a result of the customer feedback, Milacron has set up key customer service centers in Afton, Ohio and Vsetin, Czech Republic with similar centers to open in China and India.
Customers can expect expanded language capabilities, faster response times to inquiries and service requests. An additional 21 field service technicians have been hired in North America bringing the total to 45 in order to better serve customers. The European One Milacron Customer Care Center houses a multilingual team of 32 customer service agents supporting Ferromatik injection molding machinery, Uniloy blow molding, DME mold supplies and Cimcool fluid technologies in 11 languages.
“At Milacron we’ve invested over $25 million into our Aftermarket service and parts offerings to serve our customers entire lifecycle over the last 12 months. These investments have driven double-digit growth over the past year. We’re ensuring Milacron has adequate feet on the ground, hands on the machines and having the right part at the right time to ensure our customers machines are running at peak performance levels”, said Ron Krisanda, Chief Operating Officer. Krisanda elaborated, “At Milacron, working closely with our customers is key to our joint success. Our customers have asked that we carry more parts in stock at our service centers and we’ve listened, resulting in greatly reduced delivery times and less downtime”.
Milacron has worked diligently to improve our parts availability and pricing by developing a dedicated supply chain and planners to ensure speed and off-the-shelf availability for all parts orders. As a result, Milacron has grown spare parts inventory by $2 million in the last year and $1.5 in the last 6 months in both our US and European facilities.
Milacron’s online, interactive parts catalog has been extremely successful helping customers address their aftermarket needs immediately in the field. Since launch, there are over 12,000 machines listed online and over 6,000 registered users. The interactive parts catalog is a major part of the new Milacron eSTORE that will be launching in June.
“We’re seeing past parts and service customers come back to Milacron and the results from a recent Milacron customer satisfaction survey show a positive user experience rating of over 90% year to date with over 1,100 responses received”, said Tony Galuardi, Vice President/General Manager Aftermarket. Galuardi continued, “This has been an important strategic focus of our company. The process enhancements, new facilities and investments are now really impacting our customer experience in a positive way. This customer feedback process will be an ongoing exercise and philosophy in our Aftermarket team and across the entire Milacron organization. Although we have seen tremendous advancements, we know there is still work to do. We will continue this focus with our other product brands such as DME and Mold-Masters in the very near future as we want our entire customer base to win”.
Milacron continues to push the boundaries of possibilities in plastics with breakthrough products from leading brands including Milacron, Mold-Masters, DME, Ferromatik, Uniloy and CIMCOOL.
