GDM and FlexLink collaborate for efficient Customer Service

17 May 2024

A New Horizon for Service

“Servitization” has been on everybody’s lips in the manufacturing world for quite some time now. This new approach to business is rapidly spreading in the industrial machinery market, allowing manufacturers to build stronger relationships with equipment suppliers and untap a whole new set of benefits to harvest.

Beyond tangible products, such as new equipment, spare and wear parts, or upgrade kits, Original Equipment Manufacturers (OEMs) are integrating more advanced support services into their standard offerings. Developing into a service-centric business enhances the quality and reliability of the equipment supplied, while answering the pressing demand from manufacturers for tailored support all through the machinery's lifecycle.

Manufacturers can take full advantage of the deep expertise of their supplier, now turned into a true partner, by leveraging constant communication with a team ready to respond to their needs with timely and tangible solutions.

Leveraging teamwork to deliver optimal results

On top of offering an optimized and functional Customer Service portfolio, collaboration is key to entering the servitization era. Leveraging a strategic network and partnering with selected OEMs results in unparalleled responsiveness and proximity, a decisive upgrade in customer experience.

Part of Coesia, a group of innovation-based companies specialized in industrial and packaging solutions, GDM believes in the high added value of teamwork. Creating a close partnership with customers and sister companies from the Coesia Group enables GDM to leverage an extensive global network to provide premium services and help customers face the complex challenges of the Disposable Hygiene industry, at a worldwide level.

So, what happens when a global industry leader in converting and packaging technology joins forces with a key global player in automation?

Meet the fruitful collaboration between GDM and FlexLink, a Coesia sister company. Combining GDM’s experience in cutting-edge converting solutions with FlexLink’s expertise as a leader in Automated Production Flow solutions and end-of-line management, allows to raise machinery performance to unprecedented heights, enabling scalable and on-demand automation while granting A-class support during design, installation and production.

This long-time cooperation brought to reality several highly successful projects. We can pride the establishment of an advanced manufacturing center in North America, designed and built from scratch for an international Disposable Hygiene firm active in the baby diaper market. The joint efforts of GDM, FlexLink and the customer made it possible to fulfill all the high-aiming requirements, resulting in the plant being up and running in just one year and a half. An unprecedented result was achieved through full integration between the three teams, that did not end with the machinery installation, but continues to thrive towards a shared and advanced Customer Service.

Leveraging this close collaboration enables GDM to greatly enhance the quality of after-sales services in the US.

Proximity-dependent services, relying on the physical presence of personnel or equipment nearby, land on a whole new level of responsiveness. GDM and FlexLink’s expert technicians are just a call away if a customer needs on-field support, be it programmed maintenance or troubleshooting. Not to mention that through a single point of contact the customer can reach the right service team to manage any part of the line, be it converting equipment, robotic applications or conveyor systems. On the other hand, local warehousing for spare parts supply and solid stock agreements are the basis to establish leaner logistics and optimize transportation, resulting in quicker lead times.

Benefits for customers

The collaborative approach and global network offered by a global Group untaps several key benefits to achieve a world-class service:

Valuable proximity – key to establishing solid and durable partnership, customers can benefit from local experts and technicians, thanks to the presence of branches in all geographies.
Timeframe reduction – in case of unforeseen issues requiring urgent intervention, GDM’s service team can provide timely support on the field.
Cultural distance and linguistic barrier elimination – employing local personnel worldwide facilitates activities such as training, where clear communication is key to achieve common goals.
Local technical hub & warehouse – reducing lead time for the supply of wear and spare parts ensures timely support on both converting and EOL solutions.
Single source supplier – through a single point of contact customers can leverage the whole extent of the Coesia Group global network.

What lies ahead?

The success achieved and the indisputable benefits that global presence as a service is bringing to customers is fueling GDM to further tap into the Coesia global network.

Our vision is to extend this partnership model to other geographies and sister companies to keep improving our top-tier service offer through an ever more integrated teamwork. To be by your side, wherever you are.

Form

Name

Surname

Company

Country

Phone

Message

Consent to personal data processing with regard to the purpose specified under the letter A) of article 4.2 of the Privacy Policy below

1. General provisions

1.1 Introduction. Coesia S.p.A. (“Company”) is the holding company of an industrial group made up of several entities operating internationally (“Coesia Group’ Companies”), including, in particular, the Coesia companies listed on the website as hereby defined. Company, in accordance with the Coesia Group commitment to international compliance with data protection laws, is accordingly committed to protecting personal data collected through the “Contact us” form of the Coesia Group Companies’ websites (“Website”), according to any national legislation in force on personal data protection (“National Data Protection Laws”) and the EU General Data Protection Regulation 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing the Directive 95/46/EC (“GDPR”). This Privacy Policy explains how information and data identifying individuals (“Personal Data”) received by Coesia Group’ Companies through their Websites are processed.

1.2 Joint-Controller. Coesia S.p.a. and its worldwide affiliates (“Coesia Group”), act as joint-controllers under art. 26 of GDPR of the personal data that you decide to provide us through the website.

1.3 Amendments. Coesia Group reserves the right to amend and update the Privacy Policy because of any further new or revised provisions of any national and EU laws and regulations on personal data protection. Any new release of the Privacy Policy shall be published on the Website as a replacement of the previous version and shall be valid and enforceable from the publication date, unless otherwise specified.

1.4 Applicable rules. Coesia Group processes Personal Data in accordance with: (i) provisions of National Data Protection Laws in force as of the date of the Privacy Policy; (ii) provisions of the GDPR and, in particular, with the principles set forth in the same, such as, inter alia, lawfulness, fairness and transparency, purpose limitation, data adequacy and minimisation, accountability, accuracy, and – prior to any processing activity – the principles of privacy by design and privacy by default; (iii) guidelines and decisions issued by the competent supervisory authority (“Supervisory Authority”).

2. Data subjects and scope of application

2.1 Data subjects. Coesia Group processing activities relate to any individual who decides to fill in the “Contact us” form on the Websites. For the purposes of this Privacy Policy, these persons are to be intended as Data Subjects, as defined in the National Data Protection Laws and in the GDPR.

2.2 Scope of application. The Privacy Policy shall be applicable to Data Subjects, provided that Coesia Group’ Companies, in their capacity as Joint-Controller, are only liable for the processing of Personal Data, which are under its own powers, duties and liabilities.

3. Types and source of processed Personal Data

3.1 Source. Coesia Group processes the Data Subjects’ Personal Data – as hereinafter specified – provided directly by the Data Subjects through the “Contact us” form of the Websites.

3.2 Identification data. Coesia Group processes Data Subjects’ Personal Data, that consist of your identification data (such as, for example, name, surname, company, e-mail address, citizenship, city, phone number ecc.). Furthermore, Coesia Group will process all information – which however shall only include – if any - common personal data - that you will decide to provide us through the “Message” field in the “Contact us” form on the Websites.

4. Legal basis for and purposes of processing the Personal Data. Period of data retention

4.1 Legal basis. The legal basis for the processing of Personal Data is: (i) the execution of a contract or pre-contractual steps to be taken at the request of Data Subjects prior to entering into a contract about purpose under art. 4.2 A); (ii) the consent given by Data Subjects to the processing of their Personal Data; (iii) Legitimate Interest about purpose under art. 4.2 C).

4.2 Purposes. Coesia Group processes Personal Data for the following purposes, as specified in the table here in below, in which is furthermore highlighted (a) if an express consent to processing of Personal Data is needed (or not ) as well as (b) the period of data retention:

Purposes

Consent

Data retention

A) Processing of personal data in order to reply to queries concerning the company activities

Not required

Until the purpose is achieved

B) Processing of personal data in order to send newsletters, promotional and advertising and/or other materials for marketing communication purposes by Coesia Group’s companies

Required

Until the withdrawal of consent or until a denial has been communicated

C)
Processing of personal data in order to send to customers email marketing communications, concerning Coesia Group’s services or products similar to those already supplied, by virtue of previous business relationship (“soft spam”), unless a communication to refuse or unsubscribe from marketing (“opt out”) has been made by said customers, according to applicable laws.

Not required

Until the “opt out” has been communicated

4.3 Optional/Mandatory supply of Personal Data. Subject to what specified above, the provision of Personal Data is optional and free. However, failure to provide Personal Data may prevent Data Subjects from receiving communications and/or replies to their queries concerning the company activities.

5. Persons in charge of the processing and processors

5.1 Persons in charge of the processing. As specified above, Coesia Group processes Personal Data collected from the Data Subject through the Websites. Directors, shareholders and independent collaborators (independently from the contractual relationship concerned) of the Coesia Group may process Personal Data in their capacity as persons in charge of the processing, according to National Data Protection Laws and to art. 29 of the GDPR. The persons in charge of the processing are duly trained and empowered to allow access to Personal Data according to the Privacy Policy and subject to their tasks being performed and assignments.

5.2 Processors. The Coesia Group may designate as processors entities/individuals for the purposes described above. The complete list of all processors may be required by Data Subjects to the Coesia Group, by sending an email to the email address cpo@coesia.com.

6. Method of processing, storage of Personal Data and security measures

6.1 Methods of processing. The Personal Data of Data Subjects are processed almost exclusively through automated procedures, by using computerized systems and softwares or, in a limited number of cases, through manual means (e.g. on paper), provided however that in any event such Personal Data are processed adopting methods which are strictly related to the purposes for which such data have been collected and anyway to ensure their security, in accordance with the GDPR and the National Data Protection Laws.

6.2 Place of automated data processing. Processing of Personal Data is made by the Coesia Group as joint-controllers and/or – if appointed – by the processors. Personal Data are stored in the head offices of the Coesia Group’s companies where the physical servers are and in some cases on servers of third parties, which provide cloud services to allow storage of Personal Data.

6.3 Transfer of Personal Data. Personal Data may be transferred in order to achieve the purposes described above to Coesia Group acting as joint-controllers, whether they are located in EU or in third countries outside the EU, provided however that in the latter case, the transfer of Personal Data as above specified shall be made subject to the Coesia Group’s assessment of full compliance with the provisions of chapter V of the GDPR and in particular with article 49.1 B).

6.4 Dissemination of Personal Data. Personal Data will not be disseminated.

7. Data Subjects’ rights

7.1 Rights. Data Subjects, when they are individual/natural persons, may directly address to the Company or the processor/s designated by the same in order to enforce their rights according to provisions of National Data Protection Laws and to the GDPR (articles 15 and subsequent articles), and, in particular, to have access to their own Personal Data, obtain updating and rectification or erasure of the same, restriction of processing, as well as obtain data portability by sending an email to the email address privacy@coesia.com or, with specific regard to the newsletter, by clicking the “unsubscribe” button or following the instructions published on the Website.

7.2 Right to object. With the same procedures described above, Data Subjects may object, in whole or in part, to the processing of Personal Data concerning them, where the relevant legal basis is constituted by the legitimate interests of Coesia Group, pursuant to and with the effects provided for by Article 21 of the GDPR, having regard in particular to direct marketing.

7.3 Complaint. The above notwithstanding, according to article 77 of the GDPR, Data Subjects, when they are individual/natural persons, may lodge a complaint with the competent Supervisory Authority, in order to enforce their rights, as specified above.

CAPTCHA

This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.

Cartoning & EOL

Making & Forming

Tissue & Hygiene

Technology