Welcome   Sponsored By
Subscribe | Register | Advertise | Newsletter | About us | Contact us
If you would like to send us an article, contact Margaret Stacey
   


The global pandemic came with its fair share of challenges and our service department took it as an opportunity to learn and evolve

Marel: How did we service our customers during COVID-19?

  (ICELAND, 7/16/2021)

We are proud to have helped maintain the flow of one of the world’s most vital value chains

Every second counts when a machine or processing line breaks down and service assistance is needed. Our extensive global network of field service engineers are in our customers’ communities, speaking the native language and equipped with the knowledge to promptly provide quality service. But when COVID-19 began to spread, we knew we needed to do our part and take significant action to ensure that the world’s food supply chain didn’t come to a halt and people stayed safe.

Marel service agents proactively called customers to discuss their needs and established a 24/7 helpdesk

Proactive and unified service

As a global and unified service operation of 1,500 employees, we support our customers in maintaining optimal production flow, uptime, and output. So we began by proactively calling our customers to discuss their needs and how we could help them navigate the pandemic. We heard our customers concerns and shared our actions to increase customer support, including:

  •     A 24/7 helpdesk
  •     Remote technical support
  •     “Helping helmet” assisted service
  •     Secure supply of spare parts in stock

Augmented reality enabled our local resources to perform tasks on-site while being guided by our Marel experts

Augmented reality to the rescue

Despite global travel restrictions, we continued engaging with and supporting our customers. We embraced new technology, using augmented reality “helping helmet” headsets for real-time remote assistance during service visits and installations. Augmented reality incorporates live video streaming and drawing overlays through hands-free remote support.

This technology enabled our local resources to perform the actual task onsite while being supported in real-time by Marel specialists abroad. With virtual and remote global support from industry experts mainly replacing fly-in-fly-out service, our service’s carbon footprint was significantly reduced.

Innovation within digital technology was a strategic objective in service even before the pandemic hit and will continue to be moving forward. We continuously examine how we can use the latest technology to innovate our service offerings. As a result, we’re currently deploying new digital services in the areas of predictive maintenance, remote support, and performance management.

Digital components include widespread connectivity of machines and systems to measure performance and help customers drive improvement projects. They also provide the Marel Service teams with a platform to develop new service offerings for our customers. These digital solutions will allow us to evolve and grow with more proactive and predictive services.

Spare parts availability was critical to ensuring that Marel equipment worked at full capacity at all times

Secured supply of spare parts

We remained committed to ensuring that Marel equipment worked at full capacity at all times and that our customers continued to trust us as a partner by securing their operational uptime. Spare parts were essential in achieving this objective and a necessary element of Marel’s service offering.

From early on, we knew that it was vital to ensure the availability of spare parts. As soon as it became apparent that COVID-19 was turning into a pandemic, we secured a safety stock of spare parts in strategic locations to ensure continuous delivery to our customers during difficult circumstances.

We are further strengthening our spare parts operating model and establishing the foundation to improve our spare parts flow in general and across strategic locations, ensuring the right spare part at the right time and the right quality.

The health and safety of our field service engineers was a top priority and all traveling technicians were given protective gear

Health and safety first

The health and safety of our field service engineers and other staff was a top priority throughout the pandemic. We regularly monitored local restrictions, possible risks, and their health and safety to respond quickly and effectively for our traveling field service engineers.

We implemented safety protocols for traveling and working at customers’ sites, providing personal protective equipment to everyone involved, as well as travel and legal support to ensure a safe working environment at any location.

We're proud of our team that helped maintain the flow of one of the world’s most vital value chains

Pride in our team

Despite COVID-19, we managed to provide a reliable flow of services and solutions, helping maintain one of the world’s most vital value chains. We are proud that our team consistently delivered proactive service throughout a challenging year that included preventive maintenance, spare parts, and long-term service contracts.

Our innovative service offerings, industry-leading technologies, and strong partnerships give food processors a competitive edge. Whether customers need advice, a spare part, or a full-line installation, our global sales and service team is always close by and ready to assist—even throughout a global pandemic.

Source: Marel Press Release

[email protected]
www.seafood.media


Information of the company:
Address: Austurhraun 9
City: Gardabaer
State/ZIP: (IS-210)
Country: Iceland
Phone: +354 563 8000
Fax: +354 563 8001
E-Mail: [email protected]
More about:


Location:

View Larger Map



 Print


Click to know how to advertise in FIS
MORE ARTICLES
aquaManager and Nueva Pescanova Group Leading Shrimp Sector’s Digital Transformation
Foodtech Startup Completes a EUR 3,2 million Pre-seed Round To Launch New Plant-Based Fish
US Atlantic Scup Fishery Achieves MSC Certification
amfori and Global Seafood Alliance GSA to Partner on Human Rights Due Diligence in Seafood
Nomad Foods Highlights New Milestones for its Sustainability Strategy
Sirane's Packaging Solutions From Sea to Plate
Sitka Salmon Shares Scales Sustainable Supply Chain with Bold Commerce
The Original Icelandic Fisheries Exhibition Returns
Marine Stewardship Council Certification for Ocean’s® Skipjack Tuna
Global Seafood Alliance Aims to Increase Seafood Consumption with First Consumer Marketing Campaign
Fifax Becomes the First Farm in Finland to Achieve ASC Certification
MSC Seafood Futures Forum 2022 How to Save Our Oceans From Overfishing
Traceability Software Company PSQR & Aquaculture Tech Company Sea Warden Form Strategic Partnership
Damen Shipyards Builds Aquaculture Vessels on Stock
BioMar Acquires Intelligent Feeding Technology
The Bumble Bee Seafood Company Achieves 98% Readily Recyclable Packaging
Seaweed Platform The Seaweed Company Raises Growth Capital and Gets Belgian Colruyt Group on Board as Investor
Regal Springs® and aquaManager Announce Strategic Alliance for Intelligent Farming
Køldfin Caters for a More Demanding Consumer
Salmon Evolution has Successfully Completed the First Smolt Release at Indre Harøy
More Articles...

Lenguaje
FEATURED EVENTS
  
TOP STORIES
The pole-and-line fleet denounces its helpless situation by not being able to fish in Senegal
Spain The Basque pole-and-line fleet has been moored in Dakar all year bearing expenses, but without income, due to the unilateral veto of Senegal Madrid - The Spanish Fisheries Confederation (CEPESCA) j...
Limitations in the norwegian snow crab catch
Norway The total Norwegian quota for catching snow crab is 6725 tonnes for 2022. The Ministry of Trade and Industry has asked the directorate to provide a comprehensive assessment of future catches of snow ...
Import value of frozen pollack increased by 253%
South Korea The total number of frozen pollack imported in April 2022 was 32.3% (140,670 tons out of the 435,571 tons total korean seafood imports), higher than the ratio of 14.68% (51,814 tons out of 352,994...
Loophole leaves migrant crews open to systematic abuse
United Kingdom A report by the International Transport Workers’ Federation (ITF) claims that migrant fishermen working on UK vessels are vulnerable to systematic labour exploitation as the Government refuses c...
 

Maruha Nichiro Corporation
Nichirei Corporation - Headquarters
Pesquera El Golfo S.A.
Ventisqueros - Productos del Mar Ventisqueros S.A
Wärtsilä Corporation - Wartsila Group Headquarters
ITOCHU Corporation - Headquarters
BAADER - Nordischer Maschinenbau Rud. Baader GmbH+Co.KG (Head Office)
Inmarsat plc - Global Headquarters
Marks & Spencer
Tesco PLC (Supermarket) - Headquarters
Sea Harvest Corporation (PTY) Ltd. - Group Headquarters
I&J - Irvin & Johnson Holding Company (Pty) Ltd.
AquaChile S.A. - Group Headquarters
Pesquera San Jose S.A.
Nutreco N.V. - Head Office
CNFC China National Fisheries Corporation - Group Headquarters
W. van der Zwan & Zn. B.V.
SMMI - Sunderland Marine Mutual Insurance Co., Ltd. - Headquarters
Icicle Seafoods, Inc
Starkist Seafood Co. - Headquearters
Trident Seafoods Corp.
American Seafoods Group LLC - Head Office
Marel - Group Headquarters
SalMar ASA - Group Headquarters
Sajo Industries Co., Ltd
Hansung Enterprise Co.,Ltd.
BIM - Irish Sea Fisheries Board (An Bord Iascaigh Mhara)
CEFAS - Centre for Environment, Fisheries & Aquaculture Science
COPEINCA ASA - Corporacion Pesquera Inca S.A.C.
Chun Cheng Fishery Enterprise Pte Ltd.
VASEP - Vietnam Association of Seafood Exporters & Producers
Gomes da Costa
Furuno Electric Co., Ltd. (Headquarters)
NISSUI - Nippon Suisan Kaisha, Ltd. - Group Headquarters
FAO - Food and Agriculture Organization - Fisheries and Aquaculture Department (Headquarter)
Hagoromo Foods Co., Ltd.
Koden Electronics Co., Ltd. (Headquarters)
A.P. Møller - Maersk A/S - Headquarters
BVQI - Bureau Veritas Quality International (Head Office)
UPS - United Parcel Service, Inc. - Headquarters
Brim ehf (formerly HB Grandi Ltd) - Headquarters
Hamburg Süd Group - (Headquearters)
Armadora Pereira S.A. - Grupo Pereira Headquarters
Costa Meeresspezialitäten GmbH & Co. KG
NOAA - National Oceanic and Atmospheric Administration (Headquarters)
Mowi ASA (formerly Marine Harvest ASA) - Headquarters
Marubeni Europe Plc -UK-
Findus Ltd
Icom Inc. (Headquarter)
WWF Centroamerica
Oceana Group Limited
The David and Lucile Packard Foundation
Ajinomoto Co., Inc. - Headquarters
Friosur S.A. - Headquarters
Cargill, Incorporated - Global Headquarters
Benihana Inc.
Leardini Pescados Ltda
CJ Corporation  - Group Headquarters
Greenpeace International - The Netherlands | Headquarters
David Suzuki Foundation
Fisheries and Oceans Canada -Communications Branch-
Mitsui & Co.,Ltd - Headquarters
NOREBO Group (former Ocean Trawlers Group)
Natori Co., Ltd.
Carrefour Supermarket - Headquarters
FedEx Corporation - Headquarters
Cooke Inc. - Group Headquarters
AKBM - Aker BioMarine ASA
Seafood Choices Alliance -Headquarter-
Austevoll Seafood ASA
Walmart | Wal-Mart Stores, Inc. (Supermarket) - Headquarters
New Japan Radio Co.Ltd (JRC) -Head Office-
Gulfstream JSC
Marine Stewardship Council - MSC Worldwide Headquarters
Royal Dutch Shell plc (Headquarter)
Genki Sushi Co.,Ltd -Headquarter-
Iceland Pelagic ehf
AXA Assistance Argentina S.A.
Caterpillar Inc. - Headquarters
Tiger Brands Limited
SeaChoice
National Geographic Society
AmazonFresh, LLC - AmazonFresh

Copyright 1995 - 2022 Seafood Media Group Ltd.| All Rights Reserved.   DISCLAIMER