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16.01.2025

Customer proximity matters: how pharmaceutical manufacturers benefit from local support

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The advantages of local support at a glance

In pharmaceutical manufacturing, downtime is costly, and compliance is non-negotiable. For customers, proximity to their service providers isn’t just a convenience – it’s a necessity. By prioritizing proximity, manufacturers and service providers can better meet customer needs, enhance satisfaction, and foster stronger relationships. John Groth, Vice President Pharma at Optima Machinery USA Corporation, takes a customer-centric view of why proximity matters and how it delivers tangible benefits.

Rapid response to issues

  • The ability to quickly address technical issues or production challenges is essential in pharmaceutical manufacturing, where downtime can have significant financial and regulatory impacts.
  • Proximity ensures faster on-site support and reduced lead times for spare parts or repairs.
     

Tailored service solutions

  • Close collaboration with customers enables a deep understanding of their unique needs, allowing for customized maintenance plans, upgrades, and training.
  • Localized service teams can adapt to cultural and operational nuances specific to the region or facility.
John Groth
John Groth, Vice President Pharma at Optima Machinery USA Corporation

For our customers, time is money. A domestic presence allows us to act faster, which can make all the difference when production is at stake.

John Groth, Vice President Pharma at Optima Machinery USA Corporation

Preventative maintenance and risk reduction 

  • Regular interactions and site visits allow service providers to identify potential risks before they escalate into critical failures.
  • Proximity enhances the implementation of predictive maintenance technologies, minimizing disruptions.
     

Regulatory compliance and quality assurance

  • Being close to customers supports adherence to strict local regulations and ensures that equipment meets industry standards.
  • Service teams can offer real-time assistance during audits and inspections.
     

Improved communication and collaboration

  • Proximity fosters stronger relationships, making it easier to align on goals and expectations.
  • Frequent in-person interactions enhance trust and the ability to resolve challenges collaboratively.
     

Faster implementation of innovations

  • New technologies or upgrades can be deployed more swiftly when service teams are nearby, ensuring customers remain competitive.
  • Proximity accelerates feedback loops, allowing manufacturers to refine products or services based on real-world use.
     

Cost and time efficiency

  • Localized support reduces travel costs, shipping delays for parts, and response times, leading to overall savings for the customer.
     

Building long-term partnerships

  • Proximity fosters a partnership mindset rather than a transactional relationship, emphasizing mutual success and continuous improvement.

The Service Hub in Knightdale: closer to the customer, better support

Recognizing the critical importance of customer proximity, Optima has taken significant steps to enhance its service capabilities. The opening of the Sales and Service Hub in Knightdale, North Carolina, in September 2022 exemplifies this commitment.

What the Service Hub in Knightdale offers customers

  • Rapid response: With local support, customers experience faster resolution of technical issues.
  • Accessible spare parts: A nearby warehouse ensures critical components are readily available, reducing lead times.

At Optima, customer proximity is about more than quick fixes. It’s about building enduring partnerships that prioritize customer success. The Service Hub exemplifies this approach, offering tailored service and reliable support that customers can count on.


John Groth

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John Groth
Vice President Pharma, Optima Machinery USA Corporation

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