At Gordian Strapping, supplying packaging machinery is only part of the job. We work closely with customers to understand their operation, identify opportunities to improve efficiency and develop packaging solutions that deliver long-term value.
Richard Ford, National Sales Manager – Automated Systems at Gordian Strapping, plays a key role in that process. With more than 23 years’ experience as a service and installation engineer, he combines technical knowledge with a practical understanding of how equipment needs to perform on the factory floor.
We spoke to Richard about how he uses that experience to turn an initial enquiry into the right solution for the customer.
Understanding the customer’s needs
“With some enquiries, the customer knows exactly what they want, and after a brief discussion we can offer the solution they’re looking for,” Richard says. “At other times, customers bring us a problem they want to resolve and we explore the available options to find the best fit for their needs.”
“A site visit isn’t always essential, but it can give us a much clearer understanding of the customer’s processes, existing equipment and what they’re looking to achieve.”
Looking beyond the initial brief
Richard’s experience also helps him identify when the initial brief may not lead to the best outcome.
“Customers can have a fixed idea of what they want without necessarily knowing all the options available,” he says. “That’s why it’s important to listen carefully and understand the goal first. We can then explore the advantages and disadvantages of each option before recommending an approach that suits the application.”
This consultative process may take longer than simply supplying the equipment initially requested, but it frequently leads to a more effective outcome. Richard’s engineering background is a key part of that approach, allowing him to assess each project from both a technical and practical perspective.
“I can look at the whole application,” he says. “It’s not only about whether the proposed machine is right. It’s also about how it will integrate with existing equipment and meet the customer’s wider operational requirements.”
That combination of technical and commercial understanding allows Richard to work closely with customers and Gordian’s in-house engineering team, helping to bridge the gap between an initial idea and a complete working system.
From enquiry to tailored solution
One recent project demonstrates how much a proposal can evolve through collaboration. It began as an enquiry for a vertical strapping machine but developed considerably over the following months.
As the project developed, Gordian worked closely with both the customer and the machine manufacturer.
“We came away from each meeting with another project update,” Richard recalls. “We would discuss it with the manufacturer, revise the offering and move on to the next stage. The project continued to grow until we reached a final solution that ticked all the boxes.
The final system was a complete packing line that circulated boxes directly to the packing team, allowing them to work more efficiently. An integrated weighing system identified when each box had reached its target weight before diverting it for strapping and offloading, either with operator approval or as part of a fully automated process. It also provided an additional quality check by helping to identify whether any product was missing.
This project showed how close collaboration between the customer, Gordian and the manufacturer can turn a relatively straightforward enquiry into a fully tailored packaging solution.
Support beyond installation
For Richard, the sale is not the end of the process.
“Once a system is installed, Gordian continues to support the customer through consumables, scheduled servicing and ongoing advice as their operations and requirements evolve.”
The aim is to ensure the equipment continues to deliver value over the long term.
Is it time to review your packaging process?
For businesses beginning to consider packaging automation, Richard’s advice is simple:
“You may already have a particular product or solution in mind, but it’s worth starting with a conversation. A simple visit and walkthrough of your processes can reveal opportunities for improvement or automation that you may not have considered. With the right experience and knowledge, even a short discussion can lead to significant long-term gains.”
To discuss your packaging processes or to explore the opportunities available for automation, speak to the Gordian Strapping team. Contact us here.
