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Service & Support

Is Your Filter Media Supplier Giving You the Service & Support You Need?

By: Robert Martin, Kimberly-Clark  |   02.15.17

In a recent edition of Indoor Air Resources, I outlined four questions filter manufacturers should ask of their filter media supplier to ensure a beneficial business partnership. Those questions included the importance of service metrics such as supply capacity, delivery lead times and customer support. 

In this edition, you’ll hear from some of our customers about how valuable it is to work with a filter media supplier that has the kind of service and support reputation Kimberly-Clark provides. 

Supply Capacity

Your media supplier must meet your demands, regardless of any surges in orders from other customers. To avoid costly disruptions in production, be sure that your supplier has sufficient inventory on-hand at all times and that there is enough inventory available for you. 

What Our Customers Say:

“Kimberly-Clark gives us the material we need in the right widths. They’re able to fill orders entirely.”

                -CEO, regional filter manufacturer

“We’ve had zero issues with Kimberly-Clark in terms of deliveries. They do an outstanding job, scoring very close to 100 percent on our vendor scorecard in on-time delivery.”

                -Purchasing Manager, national filter manufacturer

Delivery Lead Time

Inadequate capacity may force you to wait as your supplier services back orders, especially if you purchase custom-sized rolls. This can lead to production disruptions or added costs for extra safety inventory. When evaluating lead time, make sure you factor in the distance from the supplier’s mill to your factory, and set up a service level agreement that includes a reasonable margin for fluctuation. 

What Our Customers Say:

“Kimberly-Clark’s lead time is excellent — typically about five days. It’s one of their best selling points and has a positive impact on our working capital and efficiency. They’ve also complied with our occasional requests for accelerated delivery.”

                -CEO, regional filter manufacturer

“Kimberly-Clark holds quite a bit of media that we use in stock, so lead times have been next day in most cases.”

                -Purchasing Manager, national filter manufacturer

“We recently needed a brand new slit width and Kimberly-Clark delivered in just a couple of weeks.”

                -Continuous Improvement Manager, national filter manufacturer

Customer Support

Good customer service can make or break a relationship, so be sure to select a supplier that’s easy to work with and provides rapid response to your inquiries. Bonus points if your media supplier can help you optimize your manufacturing to reduce waste and costs or provide technical and market insights for your reps and customers. 

What Our Customers Say:

“Kimberly-Clark has excellent professionals in sales, engineering and customer support who are all easy to work with. We’ve always had good relationships with everyone on the team.”

                -CEO, regional filter manufacturer

“Kimberly-Clark has an outstanding customer service department.”

                -Purchasing Manager, national filter manufacturer

“Kimberly-Clark is the only supplier that promises up-front to provide full access to all their experts in engineering, the lab, customer service and support. With other companies, we’re only given access to sales people, who often don’t understand the processing end of things.”

                -Continuous Improvement Manager, national filter manufacturer

“Kimberly-Clark worked hand-in-hand with us recently to help us develop a product for a major consumer brand.”

                -Continuous Improvement Manager, national filter manufacturer

Selecting the right filter media for your next HVAC air filter project requires careful attention to the media’s filtration performance and energy efficiency. But you also need to consider what it’s like to work with the supplier and how they can help you meet and exceed your KPIs. If you’re looking for an enduring and collaborative business relationship with your filter media supplier, contact Kimberly-Clark Professional Filtration today. 

 

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A further suggestion is that attention be paid to documenting the amount of ventilation air actually delivered to the building occupants, as VAV boxes serving conference rooms are typically causing ventilation deficiencies.
By: David Bearg