Dedicated Customer Support at GIW's REGEN Service Centers

At GIW, providing excellent customer service is a top priority. This fact is most evident in the equipment service and maintenance that GIW provides to its customers. From the largest mining operations to independent sand and gravel companies, all our customers benefit from GIW's top-notch equipment maintenance, rebuilds and field education.

Since 2003, GIW's four REGEN Service Centers (in Mulberry, FL.; Thomson, GA.; Hibbing, MN.; and Ft. McMurray, Alberta, Canada) have completed more than 1,800 rebuilds. GIW also offers a remanufacture-exchange program. All assemblies are upgraded to current technology.

According to Service Manager Bob Kolodziej, the goal of GIW's service operations is to reduce the total cost of ownership of GIW products by providing quality assemblies that don't just address the symptoms of problems, but go to the source of the problem – even if it requires specifying or designing new parts. Kolodziej described an unusual situation that GIW personnel addressed recently: "The customer had pumps sitting in a room, and the room periodically flooded, and our bearing assemblies were not designed to work in a submerged state." Because relocating the pumps was not an option, GIW needed to take a different approach. "We worked with our seal vendor and developed an airtight seal so that the pumps would survive while they were submerged."

Kolodziej further noted that there are many practical benefits to GIW's comprehensive maintenance approach:

• Increased system reliability
• Reduction in maintenance costs and maintenance inventory
• Reduction in capital spending
• Inclusion of new technologies in rebuilds
• Factory warranty on serviced assemblies

Because GIW is an industry leader in slurry pump development, the company has an edge over third-party maintenance vendors. "There is a lot of specialized equipment necessary to do this work correctly," Kolodziej stated, pointing to the fact that third-party vendors may not have the right equipment or the in-depth knowledge of the products that GIW personnel can provide.

In addition to individual pump maintenance, GIW offers service contracts to companies who use multiple GIW products, as well as training programs so that customers can improve their preventive maintenance programs. "If we're doing our job right," notes Kolodziej, "and if we start out with a company doing $300,000 a year with us, my goal is to work this down to 50 to 60 percent in two years." Although it might seem that the success of the service department results in reduced revenues for the company, the approach builds significant customer loyalty and referrals, resulting in continued growth.

To learn more about how GIW maintenance services can increase reliability and reduce overall maintenance costs for your company, contact us at 1.888.TECHGIW (832-4449) or visit www.giwindustries.com.