Service: the biggest competitive factor in manufacturing

An interesting paradox plays out with every new wave of innovation. The more advanced it becomes, the more necessary the human element becomes.

In the manufacturing space, that human element primarily comes down to service. While the value of advanced technology is undeniable, the more sophisticated it is, the more it requires a greater level of skill and dedication to keep it running.

Or, more accurately, to keep downtime to a minimum.

With ultra high-output yields coming from the latest CNC machines and robots, the commitment to keeping these machines running requires more from distributors than it ever has, and we’re no exception to the rule.

But this hasn’t caught us off guard. From the very beginning, Innovync was built on a solid foundation of dedicated after-sales care.

The after-sales advantage

Pierre Sullivan, our Managing Director, started Innovync with a mission to serve manufacturers across Australia and New Zealand by taking care of their shops entirely. As an electrical engineer, he gained vast experience as a service technician before co-founding Unimac, which was later rebranded as Innovync.

“For us, service was never an add-on. It was the very foundation that we built upon, and it’s the very essence of our DNA.”

-Pierre Sullivan, Managing Director, Innovync

For many of our customers, this has been the deciding factor behind their investment. As they’ve told us many times, the technology is the technology, but if there’s no one around when issues come up, or weeks go by before they’re fixed, what use is advanced technology you can’t service?

What it takes to support local manufacturers

Fast, reliable machinery support doesn’t happen on its own. It takes careful planning and a solid internal infrastructure built on expert, localised knowledge.

Over the years, we’ve honed our systems to do exactly that. Our technicians respond to calls as soon as they come in, with 24/7 service available.

In recent years, we’ve made that even easier by opening hubs in Queensland and WA for more localised support. This practical step was part of our vision from the very beginning, and we’re continuing to expand our reach across Australia, cementing our commitment to speedy service far into the future.

Service-focused partnerships are what we live for

One thing we’ve noticed during our 10+ years as providers of CNC machines, automation, and robots is that not every distributor values partnerships. Some are just in it for the sale.

Many of our customers have chosen to work with us for this very reason. After much trial and error working with other distributors in the past, they’ve seen first-hand how painful it is to have a machine sitting lifeless in the shop, with nothing they can do about it.

“When we see the relief our customers experience when they know they can rely on us, the satisfaction is unbeatable. For us, every urgent call, challenging case, and late night is worth it when the fruit of our labour shows itself through the strength of our partnerships.”

– Pierre Sullivan, Managing Director, Innovync

If you haven’t been taken care of this way before, it’s time to raise your standards.

Jump on a call with us and feel the difference.