Supermarket Perimeter - August 2020 - 60

OPERATIONS

by Andy Nelson

THE CORONAVIRUS HAS
PRODUCED BIG SPIKES in
demand for a variety of food
products, making it more
important than ever that the
equipment used to make those
foods runs like it should.
And to guarantee that, leading
manufacturers are stepping up
their game when it comes to
providing their customers with
the best equipment maintenance
possible.
Milwaukee-based Hatco Corp.
offers a one-year warranty on
all parts and labor on the food
industry equipment it makes.
But what really makes the

company stand out when it
comes to equipment maintenance
and customer service in general
is a sticker on every piece of
equipment it sells with a phone
number that connects customers
to a Hatco representative - not a
third-party service provider - 24
hours a day, 7 days a week. The
service was launched in 2003.
"The goal is to identify if it's
any kind of troubleshooting
issue, and let's see if we can fix it
easily over the phone," said Ryan
Catarozoli, Hatco's key account
sales manager. About 99% of calls
are answered within 30 seconds,
he added.

Customers can talk live to a Hatco service representative 24 hours a day, 7 days a week.
60 - AUGUST 2020

supermarketperimeter.com

operation up to 50 years after its
installation.
For those occasions where
service is needed, Hatco relies
on what the company has long
referred to as what Catarozoli
called a "knock your socks off"
approach to customer service.
"We want to be easy to work
with," he said. "We won't make
you jump through hoops for
different warranty things. When
you're talking to our service
people, they understand your
situation."

The pandemic effect
Maysville, Oklahoma-based
Burford Corp. has always had
a strong service department.
With the coronavirus, there's
been a big uptick in calls to the
company's 24/7 service line, said
Josh Hughes, service manager.
The dedicated line allows
customers to receive technical
support regarding operating and
troubleshooting any piece of
equipment they have in-house ,
he said.
That said, technicians still
travel to facilities that require
onsite assistance. Once a Burford
tech is onsite, he ascertains
the root cause of the problem,
provides training to both the
operating and mechanic staff,
visits with production and
mechanic supervisors daily over
what has been done and then
presents them with relevant
paperwork verifying all needs
were covered prior to signing out
of the facility, Hughes said.
"Our technicians cover any
Burford Corp. equipment the
facility has in house as well,
making adjustments, providing
recommendations on P.M.
that may be needed and
providing a corresponding parts
list," he added. "We strive to
reduce downtime on all of our
equipment, especially during

HATCO, BURFORD

EQUIPMENT
MAINTENANCE

If it can't be fixed over the
phone, the Hatco rep will help the
customer find a nearby service
provider from Hatco's huge
provider network. Or customers
can find one themselves on the
Hatco website. The service also
offers a chat function, launched
in 2016, with a Hatco rep always
on call to answer queries by text.
All the customer needs is the
serial number posted on the back
of the equipment, Catarozoli said.
After the service is completed,
the service provider bills Hatco
directly.
But as Catarozoli pointed out,
there's a good chance Hatco
customers will never need to
call Hatco or use its provider
directory. Hatco equipment is not
the cheapest in its category, he
said, and there's a good reason
for that: it's built to last and often
doesn't require more than routine
maintenance. It's not uncommon
for Hatco equipment to still be in


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