Cornerstone

For decades, excellent after-sales services have been what Grand believes to be the cornerstone of success. As Bruce Fu, CEO of Grand, said, “Not every machine is manufactured to be perfect, but we can perfect its performance by delivering excellent after-sales services to the customer.” That is why throughout the years, Grand has invested so much in improving its strength in this respect. For example, we have established a professional team with technical expertise, and built after-sales centers in countries such as Turkey to ensure rapid response to customer needs.

In this spirit, our technical team, once again, embarked on a commissioning journey to Malaysia to help one of our customers troubleshoot.

Key Challenges the Customer Encountered

In 2023, the customer purchased an effervescent tube filling machine and a labeling machine from us, which were integrated with their tablet press to form a complete production line. Everything went well, except that the effervescent produced by their tablet press were fragile with significant powder residues. The outcome was that the residues were also filled into tubes, compromising packaging quality. However, this was what they could accept, because as a pharmaceutical company, they are bound to meet stringent requirements for packaging. After several attempts to fix the machines on their own, which was of no avail, they asked for our help. As responsive as we used to be, we dispatched a team, comprised of a sales manager who sold the machine to the customer, an engineer, and the CEO, to their site.

On-site Support

On March, 23rd, our team arrived in Malaysia. In the following two days, we helped them address their headache with constructive solutions: we add silicone gaskets to reduce the impact to effervescent, preventing their breakage and dust generation. It is noteworthy that when running the machines, our engineer identified some faults that the customer didn’t realize. For example, the rejection mechanism failed to reject tubes with slanted caps, and labels were not firmly applied on tubes.

Through collaborative efforts, all the identified issues were addressed, enabling them to resume their normal production. Beyond troubleshooting, we explored potential projects according to their needs. In appreciation, the customer hosted our team for a city tour and cultural exchange.

Looking Ahead

In the further, we will remain committed to providing excellent after-sales services as demonstrated in this case, so as to help customers boost production efficiency, and establish a deeper bond with them.