From Misuse to Mastery, Resolving Composite Matting Issues Through On-Site Expertise
Customer Concern:
A customer contacted the SC Sales Team because their System7™ composite ground protection mats weren’t working properly. These mats had been in use for over a year without problems, so this sudden issue needed urgent attention.
SC’s Immediate Response:
Following SC’s process, a Field Technical Assistance (FTA) Specialist was quickly sent to the site to investigate the problem, find the cause, and fix it if needed.
What the FTA Specialist Did:
Upon arrival, the specialist conducted a full inspection:
- Checked the mats for damage and wear.
- Compared how the mats were set up against SC’s official guidelines.
- Looked at ground conditions to ensure they matched the mats’ requirements.
- Watched how the crew was installing the mats.
What Was the Real Problem?
There were no defects in the mats themselves. The issue was caused by incorrect installation by new crew members who hadn’t been properly trained. They weren’t following SC’s instructions for how to install the mats and connect them correctly, which led to poor performance (reference: Installation Manual).
How SC Fixed It:
- On-Site Training:
The FTA Specialist trained the crew on:- How to handle and position the mats.
- Proper alignment and connection methods.
- How to evenly distribute loads.
- How to avoid common installation mistakes.
- Hands-On Practice:
Each crew member got practical, guided experience during a real installation, with the specialist confirming they understood the process. - Certification:
After training, the crew was evaluated to ensure they followed SC’s standards.
Results:
- Installation mistakes were corrected.
- The mats performed correctly again.
- The project got back on track.
- The customer was very satisfied with the quick and effective help.
Follow-Up and Ongoing Support:
The FTA Specialist maintained regular communication with the crew supervisor over several weeks to ensure continued adherence to best practices and sustained system performance. The supervisor reported consistent success in the field, with no recurrence of issues.
Continued Customer Support:
SC reaffirmed its commitment to customer success by emphasizing that complimentary, on-site technical support is always available should any future issues arise. This proactive service offering reflects SC’s dedication to delivering reliable, long-term operational support.
Customer Feedback:
The site supervisor conveyed strong appreciation for the rapid, complimentary technical support, emphasizing that the responsiveness and expertise demonstrated by SC significantly reinforced the company’s value as a trusted solutions partner.
Leadership Perspective:
SC President Jeff Juergens said:
“It’s very rare that a customer has to call us twice.”
This shows how effective SC’s field support is—not just in fixing problems, but in preventing them from happening again.
