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Delivering Excellent Customer Experiences

With over 100 years serving the baking industry and a customer base that spans continents, many would agree that one of the keys to our success here at AMF Bakery Systems is consistent, exceptional customer service. To exceed customer expectations, it is critical to have leadership and teammates who are committed to delivering excellent customer experiences. I recently had the pleasure of speaking with Ken Smiley, Director of Applications Engineering and Project Management at AMF. Ken’s team of project managers ensure customer orders move flawlessly from inquiry to installation – on time, on budget, and in alignment with customer expectations. During our chat, Ken outlined the importance of listening to the voice of the customer to meet their needs and foster continued partnerships.

1. What do you enjoy most about your job?

I get a lot of satisfaction from the customer interaction and being able to help develop reliable solutions for them. I have the unique vantage point of being able to work with the customer to understand their pain points. From there, I work with AMF teammates across several departments to develop solutions and then build those solutions. It is very gratifying to be then able to reach back out to the customer with a solution engineered specifically for them.

2. What percentage of the company would you say has a hand in any given equipment build?

In most projects, at least 80% of the company has a hand in building solutions for our customers. Communication, collaboration, and innovation are critical components of everything we do for our clients.

3. What are some of the most common challenges our customers face in their bakeries?

The need for cost reduction. We help the customer by developing ways for them to speed up production or provide machines that reduce headcount.

The need to meet customer demand. Customers are increasingly seeking integrated solutions for a broader range of products. Flexible production solutions that allow for simple, toolless product changeover and efficient sanitation are vital for expanding product portfolios; also, the product needs to be priced in a way that maximizes profitability.

4. What is the most common thing that customers don’t know that we can do for them?

Many customers do not realize that resources like AMFMethod™ are available to them. The AMFMethod™ platform encompasses all of AMF’s digital documentation and training tools designed to help customers develop and retain high performing bakery teams. It helps reduce training problems related to high rates of bakery turn over. Most customers are wowed by it, and it is a resource that most of our competitors do not offer.

5. Can you speak to some of the immediate benefits customers experience after an install? 

Some of the most recognizable benefits of a successful install are better quality products, faster production rates, fewer people on the payroll, less cost, and more profit.

At AMF, we are committed to listening and responding to the voice of the customer. Through 100+ years of partnering with baking customers, we have proven that with the right mix of collaboration, technical innovation, and 24-7 global customer support, bakeries are empowered to rise and meet the needs of their customers. 


Learn more about our Aftermarket Services and the dedicated Repair & Modernization teams working to extend the life of your bakery equipment. 

Get detailed information about our comprehensive approach to optimizing any bakery anywhere, here: AMF Bakery Systems Bakery Repair & Modernization