17 August 2016

Customer-centric approach to aftermarket aids Manitou’s expansive growth

Submitted by: CubicICE (PTY) Ltd
Customer-centric approach to aftermarket aids Manitou’s expansive growth

Manitou Southern Africa (MSA) has experienced significant growth over the past few years, most of which can be attributed to the company’s customer-centric aftermarket focus. The company has outgrown its current premises to the extent that its storage facilities are located on alternate premises, having converted its previous onsite warehouse into workshops to cater for demand and make certain that MSA customers receive more than their required aftersales service.

To ensure that MSA continues to provide exceptional aftersales services, it is relocating to premises 35% larger than those it currently occupies, including the external storage facilities. The new Manitou premises, located in Proton Business Park, Chloorkop, Gauteng, is 15 000 m² and will be fully operational on 01 September 2016. It will house a 4 980 m² workshop incorporating the spares warehouse; a 1 015 m² double-story office block; and a 5 000 m² warehouse, with the latter set for completion in 2018. “Our expansion is the result of continuous growth in our market presence and our Aftermarket Division,” says MSA managing director Lindsay Shankland.

“Over the years MSA’s growth has been exponential, even under previous and current tough market conditions and economic volatility, and we continue to grow,” Shankland points out. “Manitou is the market leader in our field, evidenced by our expansion, which we attribute to our customer service and aftermarket offerings, customer-centric focus and innovative developments on our machines and attachments that add versatility, safety and enhance production capabilities.”

The building’s official launch will take place on 14 September, coinciding with the week of Electra Mining Africa 2016 in Johannesburg. Delegates from Manitou head office in France, including Manitou founder and Chairman of the Board Marcel Braud, will be in attendance. Manitou’s subsidiaries from around the world will join MSA at the launch, accompanied by several of their customers.

While the business of the new building launch will focus on MSA’s aftermarket offering, the company’s expansion and subsequent move can also be attributed to the company’s recent machine innovations. The new building opening, therefore, will include the relaunch of the much more versatile Manitou 35-ton tow tractor, which has proved to be an exceptional underground mining time-saver. “Most of our innovations are derived from in-the field-research,” Shankland explains. “We study the way our customers handle various materials, many of which are laborious operations, and ascertain ways that can reduce their expenditure, save them time, increase productivity through versatility and improve safety.”

He cites Manitou’s applications for handling 27-ton conveyor belt reels as an example, and states that the same machine not only reduces mine conveyor belt handling and installation time from days to hours, but is now capable of numerous other applications like handling heavy loads with forks and motor extraction with a jib, for example.   Another example of innovative developments that contribute to positioning MSA as market leader, are the improved flameproof and mine spec equipment.

“These essential mining machines were originated, engineered and developed by Manitou SA, as far back as 2003. They play an essential role in underground mining and their success is such that they are now manufactured in Italy for the worldwide market,” Shankland points out.

 “While our innovations are aimed to make our customers’ tasks simpler, faster, safer and inexpensive, our aftermarket offering has played a significant role in helping our customers contain costs and improve uptime. The take-up on this service has helped position Manitou as the leader it is today,” Shankland says.

 An innovative new service, which Manitou began rolling out in the latter part of 2015, is its short-term rental offering. Beginning with a fleet of 11 machines, exceptional take up of this service saw the fleet grow to 35 machines in less than a year. It is made up of telehandlers, access platforms, skid steers and track loaders, forklifts and rough terrain forklifts.   Manitou’s services that will be highlighted at Electra Mining Africa 2016 and which coincides with the new building launch, include its extended warranty, which has been further extended to 60 months; its rapid response for critical breakdowns where technicians are positioned to respond within four hours, depending on their location; its 95% stockholding of all movable parts for spares; the service and full maintenance contracts, with the latter including a guaranteed cost for five years or 12 000 hours; and finance packages which incorporate both lease and rental packages.

 “Lastly, but certainly not in the least, is our collaborative efforts with third parties,” Shankland concludes. “Our partnerships with Jewll Mining for flameproofing ; 5DT, the simulator training and virtual reality expertise; Dynabolter, who worked with us to develop roof bolters; V R Lazer, to develop the Manitou drill rigs which have helped MSA remain leaders in material handling solutions. We have had fulfilling relationships with these companies, and look forward to further and future developments with them and other reputable companies, all aimed towards safer machinery and equipment that boosts productivity while remaining cost-effective.” 

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