CEMEX Dry Silo Mortar (DSM) operate a network of Service Engineers to look after the 630 silos that we currently have either on site or in the process of getting ready to go to sites.
With COVID restrictions we are trying to minimise unnecessary journeys and avoid coming into contact with others as much as possible. Earlier this year before the first lockdown the DSM team made a number of videos to try and show the customer remotely how to deal with a number of the most regular reasons for being called out to repair the silos.
Both Amy Sammon from the office in Rugby (Director) and Darren Stevens, Service Engineer (part-time Actor), along with the Marketing team, put together some information videos. The following is feedback from a recent conversation that Darren had with a customer – the remainder of the story is in his words.
“I was contacted by our DSM office to speak with a customer who was having an issue with one of our silos. Our customer is Larsen (Pavement Construction Materials Provider) but the silos are used c/o South West Highways, based in Plymouth. I telephoned Tom Givvens, Project Manager South West Highways, who explained to me that the silo was not working properly. There was no product coming through the mixing chamber and he was convinced there must be a lump or something seriously wrong and requested an engineer attend site as soon as possible.
I asked Tom if they had been following our maintenance instructions which were given during our set up, and train procedure we gave at the start of the new site. I explained what was needed to be done. He questioned if that was something they should be doing. I explained it was a quite simple and safe task but he still wasn’t convinced it was something they should be doing. He said he would go away and see if it was stated in our literature.
About half an hour later my phone rang and it was Tom Givvens in a surprised voice saying: “DARREN, is that you on YouTube?” I assured him it was, and we had a bit of a laugh about it. On YouTube he had found our short self-help videos on which are also on our CEMEX website. He said he was going to get his men to watch them in the morning and let me know how they get on. I spoke with them the next morning and they said the silo was working fine and that they were getting on with doing the same to their second silo.
A great outcome saving time and money on an engineer attending site.”
If you wish to see more of Darren in action, search on YouTube: ‘How to repair a CEMEX silo’ or the CEMEX UK website in the Dry Mortar section. This is an excellent piece of work, helping to deliver what our customer needs to get them back working quickly and preventing unnecessary journeys.
Well done Darren and Amy – I am sure the Oscars will follow!!!