Centre of Excellence

01/15/2013 Bühler to officially unveil new customer service centre in London in February 2013. Excellent customer service has always underpinned Bühler’s global success, but the opening of a truly world-class customer service centre at its optical sorting centre in East London will help take things to a new level.

“This is just the latest in a series of customer service centres we operate in locations around the world,” said Colin Chaffers, Bühler Sortex director of customer service and technology. “It’s been designed to enhance our customers’ experience and provide them with the facilities they need in a welcoming and comfortable environment, whether they are with us for training or to see our technology in action while testing their products.”

State of the art technology

In a significant investment that will benefit customers old and new, Bühler has replaced its previous facilities with a specially designed 500m² centre, featuring an applications laboratory, housing a comprehensive range of state-of-the-art optical sorting technology. Chaffers continued: “Our new facilities replicate factory conditions and visitors can see sorting demonstrations of fresh, chilled, frozen, dry and dehydrated foods, as well as non-food commodities such as plastics.”
The centre also has; an applications library, containing the results of all optical sorting samples trialled and tested in London, a laboratory, fully equipped to analyse customer samples and carry out research projects into areas such as toxins, a meeting room, a customer training centre; and a customer relaxation area, complete with TV, Wi-Fi and refreshments.

Chaffers added: “We want visitors to feel as comfortable as possible. We want them to see the centre as their London base while visiting us. And it’s not just about the wonderful facilities – it’s also about the knowledge and expertise of our staff, which will also enable them to get the very most from their time with us. The centre is filled with highly trained and experienced engineers, technicians and trainers who are here to help customers find the right solution for their optical sorting needs.

Advanced customer reviews

Bruno Mendler, Bühler Head of Grain Processing, will officially open the centre on 25 February. However, some customers have already enjoyed an advanced preview, including Ukraine-based berry processor Tecofood.
Tatyana Seryakova, Tecofood Head of Production, said: “The new centre is very impressive. Myself and two colleagues received a week’s training there – we were the first, I believe. My company already uses a SORTEX E1D for sorting frozen blueberries, but we want to be able to use it for sorting lingonberries, too, which is why we came for training.”

At the centre, visitors can sort their frozen products without defrosting or damaging them, because Bühler’s ambient temperature controls are capable of replicating the temperatures of frozen food processing plants.

Staff from Soufflet Alimentaire, one of France’s largest food groups, have also experienced the new centre. Group Engineer, Alain Caudron, explained: "We’ve been a Bühler customer for years – we made our first visits to London for demonstrations and training in the 1980s. The new facilities are exceptional. Bühler’s people really are knowledgeable, helpful and welcoming– we felt like much more than guests. The training was excellent and the training room itself was superb.”

Similarly impressed is Spain-based PET producer Novapet - a Bühler customer for over 20 years. PET (polyethylene terephthalate) is the clear, lightweight plastic used to package foods, beverages and other consumer items. Fernando Palacio Sanz, Polymers Production Manager at Novapet who visited London to trial their products said: The facilities were impressive and the staff at the centre were great - they couldn’t have been more helpful.”

Chaffers added: “Early customer feedback has been extremely positive and we’re very much looking forward to the official opening. Located minutes from London City Airport and close to motorway networks, it’s really easy to get to the centre, so we’re hoping to welcome many more visitors from the UK and overseas in the coming years,” he concluded.