Extrusion International 6-2025

26 Extrusion International 6/2025 INDUSTRY NEWS End-to-End Transformation Rede ning Customer Experience Davis-Standard is in the midst of a comprehensive business transfor- mation that is rede ning our overall customer experience. From dynamic issue resolution and intelligent, predictable manufacturing to rein- vesting in R&D, Davis-Standard is implementing a cultural and struc- tural shift that centers around the customer. Customers will bene t from one of the most intelligent, connected, and capable customer care platforms in the industry. "We understand our customers' pain points and we're committed to solving them," said Juan Araujo, President of Davis-Standard. "Every decision, every process, and every change happening within the com- pany is driven by our clear purpose of serving our customers faster and more ef ciently." Araujo has consistently priori- tized the reengineering of all criti- cal business processes in customer touchpoints across Davis-Standard – from engineering, manufacturing, and customer service – creating a model that drives better and faster decision-making. In manufactur- ing, Davis-Standard has developed an integrated digital system that synchronizes work ows, provides digital work instructions, manages materials, and offers dynamic en- gineering support. Fully integrated systems now make it simple to ex- ecute even the most complex pro- cesses. For customers, this means faster deliveries, improved quality, and more dependable service. At the heart of this transforma- tion is the new Customer Response Center (CRC), a central hub de- signed to ensure every customer re- quest is addressed, prioritized, and resolved. Every request is tracked through real-time dashboards, giv- ing customers transparency from inquiry to resolution. "When a customer needs us, we want them to experience a world- class service and support. Custom- ers will see that we are dependable and ef cient in solving their prob - lems," explained Araujo. "We ex- pect 100% of calls to be answered promptly and 100% of issues to be resolved." A case number will be assigned to each customer's call to track the spe - ci c need and ensure a nal resolu - tion. A digitally integrated solution will manage each case throughout every stage of the process. Another cornerstone of this initia- tive is a major reinvestment in Davis- Standard's Extrusion Center of Excellence. "We've reinvested more than $5 million in equipment that harnesses next-generation extrusion and automation to in- crease ef ciency, reliability, speed, and safety. Our goal is to acceler- ate sustainable innovation through advanced R&D, smart monitoring, and customer-focused trials," said Araujo. Customers will bene t from fast - er trials and the ability to test ad- vanced materials such as biopoly- mers and recycled plastics. They will bene t from access to multimarket solutions across packaging, medi- cal, construction, and coating. Tri- als are already being scheduled for the fourth quarter of 2025. Araujo views this transformation as a series of building blocks that will enhance the value proposition and the over- all customer experience. Davis-Standard davis-standard.com