Bühler has sold its 1,000th SORTEX optical sorter Total Care Contract to a rice-sorting business in eastern India. Its Total Care Contracts are now used by customers in over 40 countries in fruit and vegetable, seed, coffee, grain and nuts food sectors, to name but a few.
Modern Rice Mills, which operates in Andhra Pradesh, uses Bühler’s SORTEX Z range of optical sorters to sort rice. To remain profitable the business must operate 24/7, as any production downtime would adversely affect business margins.
Owner of Modern Rice Mills Mr Kalyani says: “Bühler’s optical sorters deliver a high quality end product–and the reputation of my business is built on this. The machines are ultra-reliable, but knowing I can call on the technical support from Bühler’s service office in Kakinada as and when I need it provides great peace of mind.
“Bühler’s Total Care Contract is like an insurance policy. It is essential for a busy business like mine, which must remain operative around the clock. As a result of being so happy with Bühler’sSORTEX Z sorters and technical support, I will be taking delivery of a new SORTEX A.”
Bühler SORTEX optical sorter Total Care Contract packages are used by customers in over 40 countries within food sectors including fruits and vegetables, seeds, coffee, grains and nuts. Packages range from Gold through to Silver, Bronze, and Care - supporting Z, Z+, A E and K optical sorters. ‘Gold’ provides customers with Anyware Fault Alerts, Anyware Automated and Manual Health Checks, Wear Care (wear parts), Repair Care (repair parts), Ejector Care, Repair Visits, Maintenance Visits and Operator Training. Whilst ‘Care’ provides Repair Visits and Maintenance Visits to offer peace of mind.
Customers can now sign up for a Gold contract for up to five years (previously two years) and the Silver contract for up to three years. These new longer contracts offer cost savings because the price is fixed at point of sale. As the exchange rate risk stays with Bühler, customers do not have to account for increased rates, and the actual price-per-year decreases.
Customers can also benefit from Bühler’s pioneering Anyware system, which delivers worldwide support at a local level. Operating via a telecoms link or the internet, if a problem arises while a sorter is being operated an alert is created and Bühler’s service centre engineers can determine the appropriate action – often without the need for a site visit by an engineer.
Colin Chaffers, Head of Technology & Customer Service for Bühler Sortex says: “Selling one thousand Total Care Contracts is a milestone achievement. When we launched our Total Care Contracts it signalled a new industry direction in customer support - showing a commitment to a higher service level and providing everything the customer wanted and needed at a fixed cost. Our pioneering Anyware system also offered remote fault diagnostics to allow our engineers to fault-find machines quickly and effectively – to ensure minimum down time.
“The quality, efficiency and reliability of our SORTEX optical sorters is extremely high. However, customers operating in tough environments and challenging markets around the world have peace of mind with the added assurance our Total Care Contracts offer.”
Sylvia Woche, Bühler product manager adds: “We’ve developed new longer contracts offer cost savings for our customers. In addition, we’ve added application days to the Gold, Gold Lite and Silver packages, because we’ve seen the additional need to give customers application training.
“It’s all part of our commitment to provide comprehensive support to our customers throughout the world. Because of our commitment to world-class after-sales, being a Bühler customer means much more than simply buying a machine.”