GURNEE, IL —In the competitive world of label printing, companies know that investing in the right technology is only part of the equation. What truly sets a provider apart is the support that stands behind the product. It’s about trust, commitment, and an unwavering dedication to customer success.
To help illustrate that point, a brand new VIDEO: Domino Service & Support was created that features 11 Domino customer personnel and eight Domino Service & Support team members, in which they describe what label converters should expect.
Andy Staib, Owner & CEO of DWS Printing & Packaging, describes what is key: “We demand and expect the same level of support and partnership from our supply chain as we give to our customers.” That sentiment was echoed by Matt Berry, VP of Impact Label, who explained how engagement extended well beyond the initial sale: “They weren’t just selling a press; they were asking, ‘What can we do? How can we do it better?’ Their support was what put them over the finish line.”
At the heart of Domino’s philosophy is an understanding that success is shared. Mark Meyer, director of service & support, puts it simply: “Our success is based entirely on your success. We’re here to ensure that when you buy equipment, it runs every day—because when you succeed, we succeed.”
That hands-on approach is something Nye Hornor, president, Amherst Label, saw firsthand: “From installation to training, Domino has gone above and beyond, showing us the best ways to maximize efficiency and minimize downtime.”
Glen Hayden, technical help desk support team leader, describes how the company’s remote support capabilities, including TeamViewer, provide rapid, hands-on troubleshooting. “We’re the first line of defense, ensuring that customers get the assistance they need — when they need it.”
For Chris Stoehr, president Southwest Label & Printing, this proactive approach is invaluable: “Whenever something happens, they can go in electronically and remotely and do some things to see where we’re at, which makes it very convenient.” Ralph Sanchez, field service manager, West Region, reinforces this: “Even though we’re a global company, we act local. We know our customers, and we work as a team to do what’s right for them.”
That level of partnership is crucial for companies with ambitious growth plans. Stuart Reeve, president & CEO of Mammoth Labels & Packaging, says: “We aim to quadruple in size over the next five years, and partnering with Domino is a major factor in making that happen.”
Domino Service & Support doesn’t just respond to challenges—it anticipates them. Sarah Ervin, Digital Solutions Specialist, explains: “The Digital Solutions group is a bridge between our sales department and our service department. We want to make sure that your workflow is the most efficient for not just the Domino press, but also for the rest of your facility.”
Robert Parker, owner of Label King, sums it up: “They take it personal, just like we take it personal.” That resonates across the team, as Jessie Van Apeldoorn, lead installation engineer, shares: “For me, service is the best. This is my home. I make a difference on a daily basis.”
Tom Grencik, field service manage,r East Region, highlights, “We take voice of the customer very seriously. We survey after each touchpoint to ensure we are meeting or exceeding expectations.”
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