TOMRA Sorting Solutions ‘goes the extra mile’ to deliver industry leading customer support during COVID-19
The team at TOMRA Sorting Solutions has taken a novel approach to ensuring continuity in customer service and delivery of onsite servicing and maintenance during the COVID-19 pandemic. With TOMRA’s waste and food customers spanning the length and breadth of the UK – from Aberdeen to south Cornwall, and Carmarthen to east Cambridge – the company had to think outside the box when it came to providing maintenance, servicing and the delivery of spare parts, while at the same time ensuring the safety of its service engineers.
Prior to COVID-19, TOMRA’s service engineers would often travel to a site, undertake the maintenance or installation work and, if required, make an overnight stay in a hotel before continuing the work on the following day or moving on to the next job. With all hotels closed, TOMRA decided to hire two motorhomes, enabling its service engineers to travel to customers wherever they are in the UK and stay onsite overnight, effectively quarantining themselves in a private space and, therefore, adhering to social distancing guidelines.
Brian Gist, Head of TOMRA UK, comments: “When the COVID-19 pandemic began and all hotels closed, we immediately had to reconsider our approach to delivering onsite maintenance, service and delivery of parts. The motorhomes are the ideal solution and our customers have been delighted that we can still get to them during this period. All our customers have allowed us to park the motorhomes on their sites overnight.
“Customers who experience an equipment breakdown are given top priority so that we can keep their businesses running, but our service engineers are also undertaking routine and planned maintenance and installations. We’ll continue to hire the motorhomes for as long as the restrictions are in place. It’s a great solution for ensuring business continuity for our customers and, importantly, it’s a safe solution for our engineers who have somewhere safe they can stay overnight while hotels and other accommodation are closed.”
Paul Clayton, MRF Manager at Blochairn, Glasgow City Council, one of TOMRA’s customers, comments: “I’d just like to thank the team at TOMRA for pulling out all the stops to get our essential servicing done, particularly the fact that you are hiring campervans rather than using hotels.”
About TOMRA Sorting Recycling
TOMRA Sorting Recycling designs and manufactures sensor-based sorting technologies for the global recycling and waste management industry. Over 6,000 systems have been installed in more than 100 countries worldwide.
Responsible for developing the world’s first high capacity near infrared (NIR) sensor for waste sorting applications, TOMRA Sorting Recycling remains an industry pioneer with a dedication to extracting high purity fractions from waste streams that maximize both yield and profits.
TOMRA Sorting Recycling is part of TOMRA Sorting Solutions which also develops sensor-based systems for sorting, peeling and process analytics for the food, mining and other industries.
TOMRA Sorting is owned by Norwegian company TOMRA Systems ASA, which is listed on the Oslo Stock Exchange. Founded in 1972, TOMRA Systems ASA has a turnover of around €876m and employs ~4,000 globally.