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Mosca project Management initiative ensures maximum customer satisfaction

Strapping specialist Mosca Direct has launched a dedicated Project Management service to provide customers with consultation and expert advice during the specification and supply of a new strapping machine.

The initiative has been introduced following an in-depth analysis of current purchasing trends. Mosca Direct believes it is the first of its kind in the industry and will enable the company to further enhance its high standards of customer service and support.

“We are pioneering this Project Management provision as we regularly see customers who are not sure about what they need or what is possible due to space limitations within their factories,” explains Managing Director Gaye Tate. “With the introduction of a dedicated Project Management function that is able to offer advice and assistance with decision making early in the ordering process, we can ensure that the best machine solution for our customer’s needs plus the most efficient use of space on the shop floor will be achieved.”

To deliver this specialist service, Mosca Direct has created a new Full-Support Technical Sales Division, comprising two dedicated regional teams, which incorporate a project manager, two business development managers and a customer account manager. The teams are overseen by Nick Brewin, who has worked as a systems engineer for Mosca machines for over 30 years, and takes on the new role of Technical Manager, advising on all the technical aspects of each order and approving final decisions.
The project managers are responsible for driving the process of complex machine orders and ensuring communication is appropriately disseminated across all teams so that Mosca customers receive a positive experience from first enquiry right through to post installation. The project managers also take part in regular technical sales meetings where the progress of each project is discussed, and are responsible for keeping internal teams and customers informed of the progress of an order, co-ordinating the entire process from initial site visits, the production of proposal documents and order acceptance, to delivery, installation and final sign-off. This provides one consistent point of contact throughout, ensuring any exceptions regarding timescales or quality issues are escalated and resolved quickly and efficiently.

For complex and large machine installations the Project Managers will attend a site visit along with Nick Brewin to assess offloading facilities, site accessibility and assembly, flooring, lighting, power and air and regulatory compliance.

Office Manager, Catherine Curcic comments on the changes: “We believe in providing our customers with the best possible experience and we are confident that our flexible support services ensure this is delivered. The Project Management service is offered free of charge to all existing and new customers. A Project Manager is assigned to the customer at the point of preparing the first proposal and is available to answer any queries regarding machine orders and installation. After installation, a Customer Account Manager takes over customer care and makes it a priority to get to know each customer’s business and the frequency of replenishment of consumables such as strap and stretch film. We aim to provide a personalised level of service which is second to none.”

Based in Cotgrave Nottingham, Mosca Direct Ltd is a wholly owned subsidiary of Mosca GmbH, supplying an impressive portfolio of top of the range designed and manufactured strapping machinery which are based on modular design and fit easily into existing lines or as part of a new project.

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