John Eklund, Pro Mach

Welcome to ProCustomer

By John Eklund, Pro Mach | Permanent Link

We’re excited to be launching ProCustomer today. ProCustomer represents over a year of research, planning and execution. ProCustomer is structured and consistent customer service, created with high standards that we are continuously working to improve. ProCustomer is for our customers – if you do business with a Pro Mach division, then you’ll experience ProCustomer first hand. ProCustomer comes with the message that we are investing in our business and in you, our customers.

This blog represents a new way of thinking for us as well. In addition to Pro Mach-focused blog posts we’ll also be sharing our thoughts and links to customer service best practices, wisdom and issues across all industries. We’re constantly researching what’s going on outside of our own companies and we’ll share that here with you. We encourage your feedback and comments as well and we’ll work hard to stimulate conversation and thinking in what we post.

Since this is the official first post we thought it was only fair that we include our official ProCustomer Launch Press Release. Though self serving, it may help you better understand ProCustomer. We look forward to hearing from you.


Cincinnati, OH – Pro Mach, Inc. launched ProCustomer today, a new initiative designed to ensure that customers maintain peak packaging system productivity through best-in-class standards in aftermarket parts, service, and support.

ProCustomer is the assurance that all customer service, technical support, training, product upgrades, and parts programs provided by Pro Mach divisions adhere to consistent standards of excellence. These standards are based on in-depth customer research and industry best practices. All 11 Pro Mach divisions deliver service and support that meets or exceeds 13 key attributes for reactive, interactive, and proactive care, with an emphasis on improving packaging line productivity.

Pro Mach senior management believes the support requirements of customers for world-class productivity and highest overall equipment efficiency (OEE) will only become more varied and extensive over time because of the changing demographics in the North American workforce, a shift in consumer buying behavior due to the recession, mandated carbon footprint reductions and water regulations, and an increasingly competitive global economy. These trends will require ProCustomer to continually improve and broaden beyond the initial 13 service and support attributes.

“Adhering to best practices will ensure that customers have the support to maintain peak productivity,” said Mark Anderson, president and CEO, Pro Mach, Inc. “Importantly, ProCustomer is designed to be flexible with individual goals suited to the needs of each customer. ProCustomer is the latest in a series of strategic initiatives, which include operations excellence, product excellence, customer service excellence, and distribution excellence.”

To learn more about ProCustomer, including the attributes that make up ProCustomer and to read a new white paper on the trends stimulating the need for standards in aftermarket service, visit Those interested in learning more about Pro Mach and its business units should visit


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