September 5, 2024

Overview
A Food & Beverage producer with sites across the United States reached out to Grantek for support help. This client had recently worked with Grantek on a Label Verification project at multiple production sites. After Grantek delivered those Label Verification solutions, the client understood the importance of having vendor support for these solutions to ensure they ran at maximum efficiency. The client knew from earlier and unrelated solutions that were implemented that if support was not taken into consideration, then the solution may fall into disrepair or get turned off and not used/bypassed. With Label Verification being vital to compliance, productivity and brand reputation, implementing support was critical. The client contacted Grantek to provide end-to-end support.

Challenges
With the client having multiple sites across the United States, and many of those sites using the Label Verification solution, Grantek began the support engagement with a thorough review of the client needs and overall operations. After the review, Grantek proposed a combination of remote support and onsite support. Grantek offered our 3 tiers of remote support as options. These options were proposed because Grantek offered a quick response time for remote support which is what the customer was looking for, as this is a critical solution to them. Remote support would provide a quicker response time and a better value (no travel time/expenses vs onsite support). The client ultimately elected to go with Grantek’s “Gold – Mission Critical” tier for support. This gave the client a 2 hour or better response time to address their needs. The expertise of the client’s local operation teams varied across the many sites that had the Label Verification solution. Some client sites were more comfortable and had a deeper knowledgeable with operating the cameras or Label Verification solutions than others.

The Grantek team had a regular cadence with the customer’s management team. Grantek reviewed trends in support, highlighting any issues or spikes. This let us direct our efforts to specific action plans and mitigation measures (such as additional training for the site teams) to address the issues that were uncovered. Grantek worked closely with the client’s entire team (management, maintenance, operations, etc.) to completely support their operations. As a CSIA-certified integrator that has been delivering solutions since 1980, Grantek has experience working in a multi-disciplinary environment, so this was no issue for Grantek’s support team.

Solutions
With the support solution Grantek delivered, the client was able to receive the support that they were looking for to maintain the an efficient Label Verification system across all of the sites. Initially the first support arrangement was established as a pilot project at one of the client sites with the Label Verification solution. This engagement as since grown and now support has been deployed at multiple sites. Grantek is continuing our provide support to new sites as the Label Verification is rolled out at those additional facilities.