Get the Machine Support You Need, Before You Need It

Does a machine that almost never breaks really need support?

Delta ModTech’s converting and coating machines do, but it’s seldom for fixing something that’s broken. “Our machines are out in the field, typically running twenty plus years without a problem,” said Delta’s Jacob Notsch.

Instead, the support Jacob and the rest of the Lifecycle Support department deliver focuses more than fixing defects. It’s about maximizing performance today while ensuring that the machine, the people operating it, and the processes it supports can evolve to meet tomorrow’s production demands.

With the help of Jacob and Larry Worden, two members of Delta’s Customer Success team, we’ll explore how this proactive approach works, and two new service plans designed to help customers get more from their equipment throughout its lifetime.

Not your typical call center

An explanation of Delta’s new Lifecycle Support program must begin with the people delivering the support.

This isn’t your typical call center experience. When you reach out to Delta, you’re connecting directly with experienced engineers and technical specialists, not navigating a conventional call center.

“The majority of our team are engineers, or have an engineering background,” explains Larry. Originally, Delta didn’t have a dedicated service team. Instead, engineers from across the company were called upon to address customer issues as needed.

As our customer base grew, we established a dedicated support team, bringing together engineers and technical specialists with more than 100 years of combined experience working with Delta machinery across a wide variety of applications.

But it’s not just their experience that makes this team different. It’s their engineering mentality.

“They love solving problems. They keep chewing on it until they get it.”

Larry Worden

With this unique team assembled, we could now do more than respond to service calls. We had the capacity and the capability to take an entirely different approach to support.

That’s the fundamental reason Lifecycle Support needs to be proactive. You don’t want to wait for a problem to emerge before examining how the machine and the manufacturing process can better serve your business.

Lifecycle Support: Focused on the future

When a customer purchases Delta’s advanced machinery, they’re typically focused on its immediate performance. They’re often unaware of its full capabilities and potential for future growth. “Our customers don’t know what they don’t know,” Jacob Notsch explains.

Over a machine’s 20+ year lifespan, challenges are going to emerge. Machines will need ongoing maintenance, operators will need advanced training, and new business may require enhanced capabilities and processes.

That’s why our Lifecycle Support team brings together five areas of expertise that address everything from daily machine performance to future production opportunities:

1. Machine support to solve a problem forever

When there is an issue with a Delta machine, our support team doesn’t just want to get it running again. They want to understand the true cause of the problem. “We are often explaining things outside of just fixing the problem,” he said. “We try to solve a problem forever versus just one issue.”

2. Machine upgrades to fit your next opportunity

Want to manufacture a new product but aren’t sure your existing machine can handle it? Delta’s application and support teams can evaluate your product requirements and determine next steps. Maybe it’s a new module, or perhaps a revised web path will do the trick.

Either way, we’ll help you determine the best approach, then coordinate the engineering, manufacturing, and installation to make it happen.

3. Training programs to build operator confidence

Have some new operators who need to get up to speed? Or perhaps your experienced team is ready for more advanced training? No matter what level you need, Delta’s on-site training builds more than technical knowledge.

“It also helps build your team’s confidence,” Jacob explains. “Without the full knowledge of how to run the machine, that confidence can deteriorate.’”

4. Process development for new or existing processes

People buy our machines because the modular flexibility allows them to take on new opportunities. But whether you’re introducing a new product or looking to improve your current operational quality and performance, your manufacturing process may need to evolve.

We can help you develop new processes or improve existing ones, working with you on-site to test new approaches and provide additional operator training.

5. Validation and qualification

New products, processes, or machine capabilities may introduce additional validation and qualification requirements. Delta can help you plan for those requirements early, so validation becomes part of the overall project rather than an unexpected obstacle.

Get started with two different service plans

To make proactive support easier to plan and access, Delta created two new service plans:

Delta Advantage: Get access to day-to-day support and training without the need for additional purchase orders or administrative setup. You’ll also save by pre-purchasing hours, which roll over and never expire. Ideal for outline operational issues, maintenance, and training.

Performance Care: Take a more proactive approach with two scheduled on-site visits per year, each customized around your production priorities, including the areas highlighted above.

A Delta machine can operate for decades. During that time, the Lifecycle Support program ensures you’ll have the expertise and resources to maintain performance today while preparing your operation for tomorrow’s opportunities.