Customization of Standard Products – Without the Custom Price
The Value of Having a Customer Advocate
Many companies try to promote customer advocacy as an ethereal cultural theme that lives at the heart of their service department. But when you pick up the phone to try to get answers quickly, you still feel like the customer in the cartoon below. Customer Advocacy should be more than a theme. We feel it has be a strategic and planned process with the right people in place to see that the customer’s end-to-end experience with our company is top priority and managed with care and efficiency. Thus, at Universal Blower Pac, we created and assigned a Customer Advocate position within the UBPcare process so that each customer has a one person point of contact for all questions from the moment their equipment is ordered and after it has shipped.
Introducing, Barb Smith. Barb has been with Universal Blower Pac for over 20 years and has been a part of customer facilitation for blower systems manufacturing since the beginning. Five years ago, we took a hard look at how we could make the customers feel like that had a real insider completely dedicated to getting the information and answers they needed quickly and without hassle, and Barb’s role as the Customer Advocate became a full-time part of UBP Care strategy. Within the first two weeks of your order, your job is on Barb’s radar. Have an invoice question? Need more O & M manuals or want them submitted on CDs? Shipping questions? Barb is your one call person to help facilitate getting you the information you need when you need it. Customers tell me all the time that it’s nice to have one person to call for answers, Barb says. They know they can trust me to push for it quickly too. I wish I had that for other companies I have to deal with! To us, Barb’s role is just as important as the president. As a customer of Universal Blower Pac, your blower system is never just a job number. It is a targeted solution for a specific project and organization with names and people behind it. We dedicate ourselves to proving it. If you already have an order underway and haven’t connected with Barb, please email her at firstname.lastname@example.org.
Retrofitting Installed Blower System with Noise Enclosure – Universal Blower Pac Customer Success Story
MGC Advanced Polymers, Inc. had previously purchased un-enclosed blower systems from Universal Blower Pac and wanted to attenuate the sound emitting from those units that were already installed on-site. UBP was first asked to provide a noise enclosure for the smaller unit. After UBP retrofitted the smaller unit, MGC saw the benefits and additionally requested that the larger unit be enclosed as well.
The challenge to installing the larger enclosure was that the previously installed blower system was located in a room on the 4th floor of the building and the only access to that room was through a freight elevator with limited space. The service elevator was 45″ wide, 64″ deep and 82″ high. For the smaller enclosure, fitting and delivering it to that area did not pose a problem. However, the larger blower unit itself was 94.5″ wide, 68″ deep and 102″ high and the enclosure would be need to be sized as such to allow for proper ventilation of the unit. This obviously posed a design challenge as to how the enclosure could be built to fit on the elevator. Additional engineering challenges were also reviewed and addressed, like hallway and doorway dimensions on the approach to the unit.
To accommodate the spatial requirements for accessing the unit, UBP designed a custom noise enclosure that consisted of clamshell style design with multiple panels that were small enough to fit inside the freight elevator. The overall enclosure size was 107” wide, 77” deep and 135” tall. As such, the enclosure was designed to be easily put together by the client in the field.
The noise enclosure was designed with 14” gauge galvanized steel, 2” acoustical foam panels and two hinged doors on each side for maintenance access. It was built and preassembled in UBP’s warehouse to ensure that the pieces fit together properly. Along with clear, detailed drawings, the unit was shipped assembled to give the client a better understanding of how the enclosure was to be installed. The enclosure was successfully installed by the client on site without any issues.