Greater Customer Service – Diversified Machine Systems collaborates with its customers to form true partnerships. Diversified Machine Systems was recently featured in Manufacturing Today, an article written by Chris Peterson on the company’s great quality of customer service and dedication to their clients. By Chris Peterson Diversified Machine Systems (DMS) does more than just provide its customers with 3 Axis & 5 Axis CNC machining centers. According to Executive VP and CSO Ed Hilligrass, the company provides its customers with a range of products and services that make it an indispensable part of their operations. “We have a lot of clients who really view us as partners in their success, and we are committed to providing excellent customer service and support,” Hilligrass says. DMS’ customers range from one-man shops to Global 100 manufacturers like Nike, GM, UTC and Boeing. The company’s equipment is utilized in virtually every step of the manufacturing process, from primary manufacturing through the finishing stages, says Hilligrass. “We can participate in a lot of different ways in the manufacturing cycle,” he says. No matter who the customers are or how they put the company’s equipment to use, Hilligrass says they all have one thing in common. Each customer has business challenges they want solved within their manufacturing process, and they all turn to DMS to solve it. Hilligrass says that is due to the fact that the company not only builds the equipment that can accomplish the tasks at hand, but DMS also provides a highly collaborative process for designing, manufacturing and implementing their CNC equipment. Hilligrass says the key to DMS’ success with its wide range of clients lies in the fact that the company does everything it can to provide an equipment solution that fits a customer’s needs and situation perfectly. For example, Hilligrass says, the recent fluctuations in the monetary marker have meant DMS’ global customers have been forced to do more with less to remain profitable and competitive. “So our customers put the very same challenge out to us,” he says.
Because Diversified Machine Systems works so closely with its customers in a highly collaborative process, the company is more than capable of developing solutions that save its clients money while not having to sacrifice efficiency or forcing customers to purchase completely new equipment.
One recent example of this was DMS’ work with Fagor Automation, who supplies control systems, to help develop new solutions that reduce overall cycle time. Hilligrass says the company wanted to implement this new technology for its existing customers, in order to supply new solutions for existing systems and not just tell its’ customers to buy all-new-equipment. With the help of Fagor Automation, DMS identified the key components that would make all of its existing equipment backwards-compatible with the new technology. Hilligrass says that this way, all of the company’s customers could receive the full benefit of the new control system technology and DMS strengthened the bond it has with all of its customers. “It really helps us align ourselves to be more of a proactive partner in their continued success,” says Hilligrass. Another recent example of DMS’ ability to develop equipment that fits its customers’ situations perfectly is found in one of its most popular designs. Hilligrass says this machining center features a retractable roof, which allows manufacturers unobstructed access to crane or forklift parts into the machine. He adds that typically, a roof on other CNC machines in the market are fixed or stationary, which limits a manufacturer’s ability to load and unload parts and tools into the machine. DMS’ focus on being a proactive partner for its clients has been put to the test in recent years as consolidation sweeps the industry, Hilligrass says. As customers grow through acquisition and consolidation, their demands on DMS become greater, and the company has to be able to keep up with those demands. “The definition of service itself truly comes from the customer,” says Hilligrass. One of the results from these consolidations is that many of DMS’ customers, who were offshoring and now are re-shoring many of their manufacturing processes, are identifying gaps and inconsistencies in their advanced manufacturing processes and skillsets. These clients have turned to DMS for advice because the company has already been supplying its solutions globally. Hilligrass says DMS’ global expertise has also benefited domestic manufacturers who see the industry placing a greater emphasis on safety and health. He says safety standards and material processing in areas such as dust/debris collection have been applied to the company’s equiment across the board, putting it in a better position to meet its customer’s revolving needs in the United States. “The reason we’re already out in front of these challenges is because we’ve been serving a global market place for many years,” Hilligrass says. Investing in research and development is a major focus for Diversified Machine Systems for the future, Hilligrass says, and the company sees plenty of opportunities to implement new processes and technologies which make DMS’ equipment more versatile and opens new markets for the company. No matter what the future holds for DMS, the company’s commitment to customer service will remain strong and change with our clients needs, says Hilligrass. That focus is what will guarantee the company’s success in the future. Read the full article at Manufacturing-Today.com.