More Than Machines — The KORO Philosophy of Customer Success

In the B2B machinery industry, it‘s tempting to think that success begins and ends with the product.

Build a great machine. Sell it. Move on to the next customer.

But KORO has always believed that a machine is only the beginning. What matters is what happens afterward — the months and years of production, the challenges that arise, the optimizations that unlock new levels of efficiency.

That’s why we‘ve built our business around something broader than manufacturing. We call it customer success — and it’s the philosophy that guides everything we do.

The Partnership That Starts Before the Sale

Most machinery manufacturers start thinking about customer service after the machine is delivered.

We start earlier.

When a customer first contacts KORO, they‘re not just buying a machine. They’re trying to solve a problem: increase capacity, reduce costs, enter a new market, or improve quality. Our job is to understand that problem before we ever talk about specifications.

What this means in practice:

• We ask about your production goals, not just your technical requirements

• We recommend machine configurations that fit your specific business needs

• We help you think through material sourcing, operator training, and future expansion

The result? When the machine arrives, it‘s not a surprise. It’s exactly what you expected — because we built the solution around your needs, not around what we had in stock.

From Delivery to Production — A Seamless Transition

A machine delivered isn‘t a machine running. The transition from installation to full production is critical — and often stressful.

KORO’s service team is there every step of the way:

• Installation supervision — We ensure the machine is set up correctly for your specific production environment

• Commissioning — We run test batches to verify performance and quality

• Operator training — We train your team to operate the machine confidently and safely

• Maintenance planning — We help you establish schedules and procedures that prevent downtime

Our goal is simple: get your machine from delivery to full production as quickly and smoothly as possible. Because until it‘s making profitable bags, it’s not doing your business any good.

Support That’s Always Available — And Always Responsive

Machines break down. It‘s a fact of manufacturing life. What matters is how quickly you can get back up and running.

KORO’s support philosophy is built around speed and effectiveness:

• 24-hour response — We acknowledge your request within one business day

• Remote diagnostics first — Most issues can be resolved quickly via video call, saving time and travel costs

• 48-hour on-site dispatch — When remote support isn‘t enough, we send an experienced engineer to your factory

• Genuine spare parts — All parts are original KORO components, fully compatible with your machine

We also stock commonly used wear parts in our warehouses — so when you need a replacement, you’re not waiting weeks for delivery. Emergency orders ship within 24 hours.

Training That Builds Confidence

A machine is only as good as the people who operate it. That‘s why KORO places a strong emphasis on systematic training.

Our training programs are built around three distinct roles:

1. Operators

• Focus: Basic operation, daily start-up and shut-down procedures, common adjustments

• Goal: Independent, confident daily production

2. Commissioning Engineers

• Focus: Parameter optimization, fast changeover techniques, handle switch adjustments

• Goal: Reduced downtime, higher equipment utilization

3. Maintenance Technicians

• Focus: Preventive maintenance procedures, fault code interpretation, electromechanical system maintenance

• Goal: Lower failure rates, extended equipment life

Training is available in multiple formats — video tutorials for immediate reference, on-site sessions for hands-on learning, and remote guidance for ongoing support.