Supermarket Perimeter - August 2020 - 62

OPERATIONS

Ryan Catarozoli, Hatco
provided its technician with
pagers, when that was the
cutting-edge technology.
Burford has evolved with
the latest tech trends until the
present day, where it is now
considering using augmented
or enhanced reality programs
such as Microsoft's Hololens for
service.

"We fully believe we are
second to none in regards to
customer care," Hughes said.
"Burford has built a legacy of
industry-leading customer
service. We practice continuous
improvement in all of our
departments with an emphasis
on upgrading our customer's
experience. And we require any

Hobart's aim is to provide its customers with top-level service that will improve the life of the equipment,
limit downtime and reduce unplanned maintenance costs.
62 - AUGUST 2020

supermarketperimeter.com

several video tutorials for
customers.

The new face of
customer service
Businesses are dependent
on their equipment running
properly, Gilbert said. Faulty or
down equipment can be very
costly, not only from a revenue
perspective, but also in areas of
customer satisfaction, employee
satisfaction, and potential
safety issues.
The focus of customer service,
meanwhile, has "completely
changed" over the years, Gilbert
said, with three main changes
Hobart is adjusting to:
x Safety has become a critical
factor to avoid customer,
employee and consumer
incidents.
x Technology has had a major
impact on the business with
field service management
software, GPS tracking,
diagnostic tools, facility
management software
integration, reporting tools, etc.
x Developing customer
partnerships to manage
equipment assets, avoid costly
repairs as equipment ages,
operator training programs
to improve equipment
operations, and proactive
services to avoid equipment
downtime.
Hobart's philosophy, Gilbert
said, is to provide its customers
exceptional service that will
improve the life of the equipment,
limit downtime and reduce
unplanned maintenance costs.
The company does this by
offering a variety of service plans
and preventative maintenance
options that meet its customers'
needs. Hobart also provides metrics to show how it's performing
and data that helps customers
make the best decisions about
their equipment.

HOBART

We want to be easy to
work with. We won't make
you jump through hoops for
different warranty things.
When you're talking to
our service people, they
understand your situation."

third-party provider to come to
Burford and receive training on
our core equipment."
In addition to looking into
augmented and enhanced
reality, Burford is currently
working on creating more of
the video tutorials the company
has long provided customers.
These are step by step "how
to" videos concerning wear
part replacement, timing and
components settings and variety
setup on equipment.
The company also has rolled
out its BC1000 Burford Connect
System, which helps improve
efficiency by monitoring
equipment and providing critical
preventative maintenance
feedback which can be tracked to
help identify trends and thereby
allow a facility to more accurately
tune its P.M. schedule and
procedures.
Burford also provides highquality manuals and prints, and
the company has developed


http://www.supermarketperimeter.com

Supermarket Perimeter - August 2020

Table of Contents for the Digital Edition of Supermarket Perimeter - August 2020

Supermarket Perimeter - August 2020 - 1
Supermarket Perimeter - August 2020 - 1
Supermarket Perimeter - August 2020 - 2
Supermarket Perimeter - August 2020 - 3
Supermarket Perimeter - August 2020 - 4
Supermarket Perimeter - August 2020 - 5
Supermarket Perimeter - August 2020 - 6
Supermarket Perimeter - August 2020 - 7
Supermarket Perimeter - August 2020 - 8
Supermarket Perimeter - August 2020 - 9
Supermarket Perimeter - August 2020 - 10
Supermarket Perimeter - August 2020 - 11
Supermarket Perimeter - August 2020 - 12
Supermarket Perimeter - August 2020 - 13
Supermarket Perimeter - August 2020 - 14
Supermarket Perimeter - August 2020 - 15
Supermarket Perimeter - August 2020 - 16
Supermarket Perimeter - August 2020 - 17
Supermarket Perimeter - August 2020 - 18
Supermarket Perimeter - August 2020 - 19
Supermarket Perimeter - August 2020 - 20
Supermarket Perimeter - August 2020 - 21
Supermarket Perimeter - August 2020 - 22
Supermarket Perimeter - August 2020 - 23
Supermarket Perimeter - August 2020 - 24
Supermarket Perimeter - August 2020 - 25
Supermarket Perimeter - August 2020 - 26
Supermarket Perimeter - August 2020 - 27
Supermarket Perimeter - August 2020 - 28
Supermarket Perimeter - August 2020 - 29
Supermarket Perimeter - August 2020 - 30
Supermarket Perimeter - August 2020 - 31
Supermarket Perimeter - August 2020 - 32
Supermarket Perimeter - August 2020 - 33
Supermarket Perimeter - August 2020 - 34
Supermarket Perimeter - August 2020 - 35
Supermarket Perimeter - August 2020 - 36
Supermarket Perimeter - August 2020 - 37
Supermarket Perimeter - August 2020 - 38
Supermarket Perimeter - August 2020 - 39
Supermarket Perimeter - August 2020 - 40
Supermarket Perimeter - August 2020 - 41
Supermarket Perimeter - August 2020 - 42
Supermarket Perimeter - August 2020 - 43
Supermarket Perimeter - August 2020 - 44
Supermarket Perimeter - August 2020 - 45
Supermarket Perimeter - August 2020 - 46
Supermarket Perimeter - August 2020 - 47
Supermarket Perimeter - August 2020 - 48
Supermarket Perimeter - August 2020 - 49
Supermarket Perimeter - August 2020 - 50
Supermarket Perimeter - August 2020 - 51
Supermarket Perimeter - August 2020 - 52
Supermarket Perimeter - August 2020 - 53
Supermarket Perimeter - August 2020 - 54
Supermarket Perimeter - August 2020 - 55
Supermarket Perimeter - August 2020 - 56
Supermarket Perimeter - August 2020 - 57
Supermarket Perimeter - August 2020 - 58
Supermarket Perimeter - August 2020 - 59
Supermarket Perimeter - August 2020 - 60
Supermarket Perimeter - August 2020 - 61
Supermarket Perimeter - August 2020 - 62
Supermarket Perimeter - August 2020 - 63
Supermarket Perimeter - August 2020 - 64
Supermarket Perimeter - August 2020 - 65
Supermarket Perimeter - August 2020 - 66
Supermarket Perimeter - August 2020 - 67
Supermarket Perimeter - August 2020 - 68
http://digital.supermarketperimeter.com/sosland/sp/supermarket-perimeter-april-2021
http://digital.supermarketperimeter.com/sosland/sp/supermarket-perimeter-march-2021
http://digital.supermarketperimeter.com/sosland/sp/2021_02_01
http://digital.supermarketperimeter.com/sosland/sp/2021_01_01
http://digital.supermarketperimeter.com/sosland/sp/2020_12_01
http://digital.supermarketperimeter.com/sosland/sp/2020_11_01
http://digital.supermarketperimeter.com/sosland/sp/2020_10_01
http://digital.supermarketperimeter.com/sosland/sp/2020_09_01
http://digital.supermarketperimeter.com/sosland/sp/2020_08_01
http://digital.supermarketperimeter.com/sosland/sp/2020_07_01
http://digital.supermarketperimeter.com/sosland/sp/2020_06_01
http://digital.supermarketperimeter.com/sosland/sp/2020_05_01
http://digital.supermarketperimeter.com/sosland/sp/2020_04_01
http://digital.supermarketperimeter.com/sosland/sp/2020_03_01
http://digital.supermarketperimeter.com/sosland/sp/2020_02_01
http://digital.supermarketperimeter.com/sosland/sp/2020_01_01
http://digital.supermarketperimeter.com/sosland/sp/2019_12_01
http://digital.supermarketperimeter.com/sosland/sp/2019_11_01
http://digital.supermarketperimeter.com/sosland/sp/2019_10_01
http://digital.supermarketperimeter.com/sosland/sp/2019_09_01
http://digital.supermarketperimeter.com/sosland/sp/2019_08_01
http://digital.supermarketperimeter.com/sosland/sp/2019_07_01
http://digital.supermarketperimeter.com/sosland/sp/2019_06_01
http://digital.supermarketperimeter.com/sosland/sp/2019_05_01
http://digital.supermarketperimeter.com/sosland/sp/2019_04_01
http://digital.supermarketperimeter.com/sosland/sp/2019_03_01
http://digital.supermarketperimeter.com/sosland/sp/2019_02_01
http://digital.supermarketperimeter.com/sosland/sp/2019_01_01
https://www.nxtbookmedia.com