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December 2024 #16305 Page #17
Providing a Complete Customer Solution at Spida Wendy Boyd Chief Customer Officer Machinery Group Spida Machinery
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ince Spida Machinery began over 40 years ago, we’ve consistently adapted to ensure our products meet market demands, grown our team and expertise, and focused on ways we can continuously improve. We’ve looked at ourselves and asked hard questions, identified areas that needed refinement, and most importantly really listened to the customer feedback we’ve received, both good and bad, and used this to help drive us forward to where we are today.
The last 12 to 18 months for us in America and Canada have been significant in regard to our growth and being able to work with our customers and provide them the complete beginning-to-end customer experience. Here are some of the changes we’ve put in place at Spida Machinery USA that have greatly benefited our customers.
Learning & Growing The culture at Spida Machinery is all about continuous improvement, so for us to achieve this, we need to acknowledge what we may still need to learn. That allows us to identify and make changes in the future for the better. As our team and level of expertise has grown, so too has our execution of efficient processes. We’ve learned from experience and we don’t make promises we can’t keep. With the knowledgeable people and the production schedules we now have in place, we’re very transparent with our customers throughout, so there’s no surprises.
Enhanced Expertise We identified that providing our customers with the complete solution meant we needed more expertise on the ground in America – so that’s exactly what we’ve done! We’ve put the right people in the right place to allow us to offer this full customer experience to US and Canadian manufacturers. In 2023, we introduced a new management structure to the Machinery Group in America, with Bevan Lines as Chief Executive Officer, Eric Cholet as Chief Financial Officer, and myself as Chief Customer Officer. Within this leadership team, we have extensive industry, technical, and product-specific experience, capabilities, and knowledge as well as comprehensive business management and financial acumen. Having this leadership team living and working in the US means they are readily available to support our team and our customers in real time. We’ve also grown our internal capabilities, adding more expert staff to our design, production, and service teams in America, so that we can deliver to the needs of our local customers more efficiently. Continued next page
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