Application Note: Cross Goes the Extra Mile With a Scale Solution
When Chris, a Manufacturing Process Engineer at a facility in the Southeast, placed an order for a custom scale in April of 2021 with a 6-8 week lead time, he expected to have it in place by early summer. Unfortunately, due to supply chain issues the manufacturer wasn’t able to ship the scale until mid-September. When the scale arrived at their facility, a week before it was set to be installed, the Cross team went to inspect the scale and found the manufacturer had shipped the wrong size.
After confirming that the correct size scale was ordered, the team at Cross went to work trying to figure out a way to make it work so the customer didn’t have to wait several more months for a new scale. The customer agreed to let Cross bring in a structural engineer and contractor to make changes to their building in order to make the scale work. After all modifications were made, the scale was finally installed on November 8th. Though nothing about the project went as planned, Cross was able to figure out a solution that worked for the customer.
When asked about his experience, Chris said “There were some delays out of Cross’s control but they have been great. Tom and Duggan were very responsive and easy to get a hold of. I felt like they were always shooting straight with me and not trying to ‘fluff’ anything. I appreciate that. Cross was fully committed to making sure we got the scale installed. It took some time to get the ball rolling, but we have a scale in the pit and it works wonderfully.” He went on to say “they stand behind their words. If they tell you they are going to do something, they do it. They are going to make sure you get a resolution to whatever issue you have. I wouldn’t hesitate to work with Cross again.”
“…they stand behind their words. If they tell you they are going to do something, they do it. They are going to make sure you get a resolution to whatever issue you have. I wouldn’t hesitate to work with Cross again.”
Chris, Manufacturing Process Engineer
For more information about our products, services, and customizable solutions, contact a Cross team member today! We are always here to offer our world class customer service and with experts in a range of disciplines, you can trust we’ll be able to implement the best solution, no matter the application.
