Tomra Food recently opened a new regional headquarters in Santiago, Chile. The new building accommodates offices, a meeting room, a spare parts store for greater spare parts stock, and a test and demonstration area that serves as a Customer Experience Center and Regional Training Hub. The new facility gives TOMRA Food and its two sister companies, Compac and BBC Technologies a greater presence in the region.
"The most important benefit is proximity: the customer is at the heart of our strategy," explains Jacinto Trigo, Compac´s Regional Director for Latin America. "We want to be close to them because this is the only way to truly understand their challenges. This enables us to maintain the high level of customer satisfaction that is a core value for us. With in-depth knowledge of their needs, we are able to provide the technology that will deliver the best value for their produce. Proximity also enables us to provide fast spare parts service and support from expert engineers."
The company has a significant customer base with TOMRA installations in Latin America, and it is growing, as a result of the increasing demand for high-quality products on the domestic and export markets. According to Jacinto, TOMRA is the partner of choice for producers and packers who want to make the most of this opportunity.
"Chile is the country with the biggest number of our installations in Latin America, and this is where the biggest TOMRA team is based as a result of the maturity of the business. In order to be as close to our customers as possible, we decided to base our HQ in this country and invest in developing local teams in markets such as Brazil, Peru and Mexico. We have a growing number of installations across Latin America, and we want to delight our customers. Being close to them wherever they are in the region is the way to achieve this high level of satisfaction, and we are making strides in this direction."
During these unprecedented times, Jacinto said, we must all work together, look after one another and stay close to our customers. "We work to three core principles: comply with local legislation and recommendations, minimize the risk of personal and community harm, and ensure business continuity and sustainability. TOMRA has been actively managing COVID-19 issues since the outbreak in January.
"We have moved to a work-from-home policy in most regions, we have restricted visits, and we have limited travel to journeys deemed business-critical and low risk. To maintain superb customer support, we have also accelerated the work we already had underway on remote support, expert technician augmentation and distance learning programs."
Clients are coming to TOMRA for advice on how best to reorganise packhouses to implement social distancing measures. The company's global presence and closeness to customers has given them a good idea of the best practices implemented in packing operations.
"Our clients regularly consult us about the practices we have seen in other parts of the world and, in some cases, we have contacted clients to share the experiences of others. Operating in the food industry, TOMRA is playing a key role in supplying essential elements for life. In these difficult times we have to do everything in our power to help maintain this supply."
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