Company Information: Motion Industries is a leading distributor of industrial maintenance, repair and operation replacement parts and supplies.

An after-hours call
One Saturday, a Motion Industries’ customer experienced a critical overhead crane breakdown, and needed parts on a Saturday. “Their service supervisor was having trouble getting the parts, so they contacted us for help,” said Jerry Hickman, Motion Industries, Russellville, Ark. “So, we called Konecranes and reached their after-hours service.”

Meanwhile, Scott Graser, a technical services representative for Konecranes, was at home with his family, having spent the morning handling another after-hours call from his laptop. But there was no sign of this stress in Graser’s voice. “Scott made me feel like it was no problem at all for me to be calling on Saturday afternoon,” said Hickman.

Expedited service
First, Graser electronically verified that all 10 of the requested parts were in stock. Then, he contacted Konecranes District Manager Mike Baker at the Crane Pro Parts facility in Montour Falls, N.Y., who packed and weighed the parts before having a courier deliver them directly to the facility.

With the parts on their way to the customer only a mere four hours after their call, Hickman was extremely satisfied. “I was very impressed with the level of Konecranes’ inventory,” said Hickman. “They had all of the crane parts in stock that we needed.”