Continuous Support: Insights from AMF Customer Care 

Commercial bakeries must maintain consistent and reliable production to maximize profitability and meet consumer demands. At AMF Bakery Systems, our commitment to continuous support sets us apart. Jess Shows, an AMF customer care representative, manages a territory where he services all active customers, visiting 25 to 35 bakery customers per month. Making hundreds of visits annually, Jess and all the AMF Bakery Systems customer service representatives work alongside our customers in their bakeries to deliver ongoing training, optimization, and support. Their efforts highlight our dedication to fostering strong, supportive customer relationships. 

Effective Customer Care Through Experience and Insight 

Jess has gained extensive experience with AMF Bakery Systems by working in multiple roles, which has provided him with a comprehensive perspective on customer support. He emphasizes the importance of taking a systematic approach to addressing issues and ensuring that solutions are tailored to the customer’s needs rather than applying a one-size-fits-all solution. 

Jess explained the process in detail, highlighting the significance of asking specific questions to grasp the core of any problem. “We ask numerous questions to ensure that when there’s an issue, we are devising a solution for the actual problem and not just addressing a symptom,” he explains. This resourceful approach guarantees that the real source of the problem is being dealt with, resulting in more efficient and permanent solutions. 

Addressing Post-Installation Challenges 

Occasionally, after initial product installation, clients can experience unforeseen issues or “gremlins,” as Jess calls them, in their process. Continuous support from AMF Customer Care ensures these challenges are addressed promptly and effectively. Jess and all of the onsite representatives on our customer care team bring experience and dedication to their roles and take customer care intervention, preventative maintenance, and successful bakery operations for our customers seriously. They regularly travel to customer sites for hands-on, face-to-face service, offering invaluable insights and solutions. 

Real-World Example: Continuous Support in Action 

Jess shares, “I recently had an experience at a customer site highlighting the value of our continuous support. During a follow-up visit within the first 90 days, I had the opportunity to assess the equipment’s performance firsthand. While everything was functioning well, I identified an opportunity to optimize their operational processes further. I recommended adjustments to help manage temperature control, enhance efficiency, and improve overall product quality. These suggestions aimed to streamline their workflow and maximize productivity. Drawing from my past experiences, I was thrilled to provide actionable insights that made a tangible difference. Being onsite with customers allows me to help them refine their production processes, and I am passionate about contributing to their success.”

This proactive, hands-on approach underscores how ongoing support can significantly enhance operational efficiency and customer satisfaction. Jess’s proactive problem-solving exemplifies the pivotal role of knowledgeable and responsive customer care representatives who embody a sincere “customer first” mindset.

Staying Up to Date with Product Developments and Industry Trends 

Keeping the customer care team updated with the latest product developments and industry trends can be challenging, especially with a wide geographic spread of customers. Jess and our entire team of customer service representatives maintain connections with the engineering teams, ensuring they stay updated on installations in their territories. Jess explains, “I stay proactive on installations in my territory, to know what’s getting installed where and when, and do my best to be around for a day or so to nurture the relationships.” This approach helps bridge the knowledge gap and ensures that our customer care representatives are well-informed about progress at customer sites, enhancing our support quality.

Positive Customer Feedback 

The feedback from customers regarding AMF’s ongoing support has been overwhelmingly positive. Jess notes, “Customers realize the value of additional support and welcome the added assistance.” Being there for our customers builds trust and reinforces the value of AMF’s commitment to continuous customer care and helping ensure the enduring success of our bakery customers.