Galdi Inc. is elevating customer support in the US by allocating more resources and boosting efficiency, which translates to faster service and expedited spare parts delivery. Our commitment extends beyond technical support; through ongoing optimization of our customer service, we achieve rapid spare parts delivery and exceptional customer satisfaction.
Alongside our expanding technical support team, Galdi Inc. has established strategic roles focused on managing spare parts for food packaging machines and enhancing customer service.
In a recent interview with Christopher Radford, Technical Operational Manager at Galdi Inc., and Anastasia Anishina, After Sales Specialist for us, we explore the growth and evolution of Galdi’s US branch, which is dedicated to spare parts and customer support.
Galdi Inc.’s Value for US Customers
Christopher Radford states, “If I had to sum it up in a few words, I’d say: ‘Always there!’ The relationship with our US support team starts well before installation. I often accompany clients to our headquarters for the final testing phase. Visiting our Italian headquarters is a valuable experience, as it gives clients a glimpse into the core of our production and introduces them to the team behind various projects”.
Galdi Inc.’s technicians, who have extensive experience maintaining filling machines and end-of-line technologies, serve as essential contacts for food packaging machines support. To provide swift assistance, our Field Service Engineers are strategically positioned across the continent, covering the entire American market. It’s common for the same technician to oversee a single packaging line throughout its lifecycle, building a lasting trust relationship with the client.
Insights from Anastasia Anishina, After Sales Specialist at Galdi Inc.
With a robust international background in the hospitality industry, Anastasia has been a vital member of Galdi’s US-based team since 2017. Her efforts have significantly optimized warehouse operations and boosted customer satisfaction throughout the American continent.
“I am very proud to be part of the Galdi team,” Anastasia shares. Over the years, she has observed her colleagues’ unwavering dedication and teamwork in pursuing innovation and collective growth. The US team is committed to daily service improvements, consistently aiming to surpass customer expectations. Anastasia is dedicated to infusing this ethos of continuous improvement into customer care and warehouse management, ensuring efficient and timely services. She actively addresses diverse customer needs with meticulous attention and strategic planning, striving to anticipate their requests whenever possible.
Added Value for Customers
“We have received a wealth of positive feedback from our customers about the speed of our service,” Anastasia remarks. Almost all orders are processed on the same day, with delivery occurring the next day. Due to our optimization efforts, it is increasingly uncommon for a spare part to be unavailable in our US warehouse. If necessary, requests are fulfilled within 2-3 business days, thanks to our New Jersey warehouse, strategically positioned on the East Coast to facilitate quicker importation from our Italian headquarters.
To further support customer care, clients can utilize the E-portal, Galdi’s dedicated platform for packaging machine spare parts. Available 24/7, it is designed to be an invaluable resource for customers, featuring a user-friendly interface with essential tools and information, including real-time availability and lead times.
Spare Parts Assurance
We actively strive to maintain the availability of “strategic” parts locally, aiming for branch independence through ongoing inventory optimization and leveraging our expertise in Galdi packaging machines.
Our support goes beyond just assistance and spare parts. Through maintenance contracts, we assist clients in maintaining and enhancing performance over time. The US team regularly conducts meetings to analyze performance trends and alarms. Utilizing Galdi’s digital services, particularly MaSH, our remote monitoring and diagnostics platform, we provide a detailed and up-to-date overview of performance. This proactive approach enables us to anticipate and prevent anomalies, allowing for constant fine-tuning that reduces the Total Cost of Ownership (TCO). Additionally, the Italian team lends valuable support to the US technicians, drawing on 40 years of experience in packaging system production and over 800 machines installed worldwide.
Future Goals of Customer Service
Our primary objective is to continue enhancing field roles and improving warehouse efficiency. Galdi Inc. is committed not just to growth, but to consistently elevating the level of service provided to our US clients.
We are currently undertaking a project to optimize our US warehouse in 2025. This initiative has multiple goals, with the primary focus on accelerating logistics through strategic spare parts management. We aim to ensure the constant availability of the most requested and critical parts, allowing us to anticipate even the most urgent customer needs. Additionally, we are exploring automation to expedite order confirmations and deliver even faster responses to our customers.
Galdi recently participated in Pack Expo International, showcasing the latest innovations in our automated filling machines. This event also served as an opportunity to reaffirm our commitment to making the American branch more independent and focused on our US customers, thereby providing an even more customized service.
