From inquiry to installation: Support throughout the process

By Jenny Yu.  

CIDAN Machinery Group offers customers full-service support with every equipment purchase. 

In this MetalCast™ episode, Karen Edwards spoke with Ronnie Pollack, vice president of sales and marketing for CIDAN Machinery Group, about how the company supports customers long after the purchase of their machinery. Ronnie explained that the process begins well before a machine reaches a customer’s shop. He shared, “I'd say seven to 10 business days is what we're looking at to get it out the door. And depending on where you are in the country, it could be two weeks or 21 days max.” 

Ronnie emphasized that CIDAN’s support system extends beyond shipping and delivery. The company begins preparing customers well before installation day. “We send a pre-install package out to the customer to say, ‘Here are the requirements that you need to make sure your shop has.’ Once you're ready, we put you on the calendar right away. We don't wait until it delivers and then we put you on a calendar.” 

This preparation sets the stage for CIDAN’s three-part installation and training process. Technicians begin with the physical setup, which includes bolting the machine down and ensuring proper leveling. Functional checks follow, verifying power, controls and the movement of components such as the folding beam and pneumatics. Finally comes operator training. Ronnie noted that this step is essential for long-term productivity. “There’s introduction training and advanced training,” he shared. “Learning how to work the machine mechanically and how to navigate the software on our controller is one thing. Learning how to make some of these parts or learn how to make them in different ways — that's more of our applications training that we can also do on site.” 

Clear communication is central to CIDAN’s approach. “When we're selling this machinery, we want to make sure sales is communicating to the customer, ‘Here's what we're going to do,’ so that the customer has an understanding and has the same expectations,” Ronnie said. “We want to make sure we're aligned. We want to educate you on the process.” 

Going forward, education is something CIDAN plans to prioritize and expand upon. “This year, you're going to see us take a larger platform in educating our customer base,” Ronnie added. “Not on CIDAN Machinery, specifically, but it's going to be architectural education on how you can make your shops better.” 

Listen to the podcast or Watch the webinar to learn more about CIDAN’s approach to customer support.