At Mellott, Marion Machine, KastRock-Mellott, NorX, and Southern Machinery, we know that downtime is critical for our customers. When equipment is down, production stops, schedules shift, and revenue is on the line. That’s why we’ve built a company-wide “Customer Down” Emergency Response Program, a structured, measurable process designed to minimize downtime and get operations running again as quickly as possible.
A Structured Customer Down Process
We call this program our Customer Down Process, and it ensures that the right people, resources, and expertise are mobilized without delay.
Here’s how it works:
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Immediate Notification
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As soon as a customer experiences unplanned downtime, the internal contact responsible for that customer triggers an alert through a dedicated Customer Down email group.
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The alert includes a timestamp of when the downtime began, a summary of the known issue, and a request for the resources needed to resolve it.
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Network Mobilization
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This notification activates our cross-functional support network, drawing on the expertise of specialists from all Mellott divisions and partners.
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The team immediately collaborates—sharing insights, troubleshooting strategies, and coordinating the mobilization of parts, service crews, and logistics to the customer site to provide the fastest resolution for our customers.
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Issue Resolution & Tracking
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Once the issue is resolved and the customer is back in operation, a resolution timestamp is recorded.
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Every event is documented in detail, providing a complete record of the response and allowing us to measure and improve our performance.
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The Mellott Difference
Our Emergency Response Program isn’t just about speed, it’s about commitment. By leveraging:
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Clear, immediate communication
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Cross-location collaboration
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Detailed tracking and accountability
We ensure that every emergency receives the focused attention it demands. This program reflects the strength of Mellott’s integrated service network and reinforces our promise: keeping our customers operating and maximizing up-time.
The next time you find yourself in an emergency down situation, trust the Mellott team to keep things moving! Contact us!
