The Best of Both Worlds: Combining Tech and Personal Touch for Exceptional Client Service
MWS strives to stay at the forefront of the industry by combining the latest technologies, but with a personal touch. In this article, Ian Farnsworth and Gary Pook share their thoughts with us on the future of the industry.
Industry 4.0 and the Future of Industrial Systems Design
Ian Farnsworth believes this is an exciting time to be working in the field of industrial systems. With the advent of Industry 4.0 and the growing popularity of the Internet of Things (IoT), there are more opportunities than ever to create efficiencies and optimise manufacturing processes. 
“There are many new and emerging technologies that are revolutionising the way industrial systems are designed, operated and maintained. One of the most exciting areas of new technology is in the field of live maintenance data with cloud management.”
Ian continues, “The field of cloud-based maintenance data management for weighing applications is still in its early stages, but it has the potential to significantly improve the efficiency of industrial systems. As more companies adopt this technology, it will become increasingly important for industrial engineers and maintenance professionals to understand how it works and how to use it effectively.”
Revolutionary Cloud-Based Monitoring System for Load Cells
Looking to the future, MWS has started offering a new cloud-based monitoring system with hardware partner Rice Lake called VIRTUlink.
The VIRTUlink solution blends hardware with IOT to create a cloud-based monitoring system which is predominantly aimed at load cells used on vessels, silos and weighbridges. Utilising secure internet gateways, engineers are alerted by text messages and/or emails when a load cell drifts out of its factory parameters.
“VIRTUlink will send a text message or email if a connected scale falls outside of operating tolerances. It monitors each load cell, Internet connectivity, power outages and much more. VIRTUlink truly bridges the gap between standard technician support and the around-the-clock need for scales to be operational,” explains Terry Clark, Product Manager for Rice Lake Weighing Systems.
By logging into the VIRTUlink app, engineers can access the machine to investigate faults and provide emergency fixes by simulating the failing load cell to get the system back up and running within minutes. This is an ideal solution for critical process weighing equipment where load cell failure can create significant costs due to downtime or inaccurate batch weights.
Ian is leading the Systems Team and deploying VIRTUlink in a number of sites across the United Kingdom.
“The ability to connect to a client’s system and provide a temporary fix is vital for processes that cannot afford downtime or poor weighing performance caused by load cells going outside of their normal operating range.”
The Importance of Customer Service and Employee Development
Technology plays an important role in providing a high level of service, but there is no replacement for that personal touch. Gary Pook, MWS’ UK Service Manager with over 20 years of experience in the weighing industry, believes in building strong customer relationships through regular communication.
Good customer service and a strong work ethic are values Gary pushes hard to instil in his team.
“At MWS, we understand that our people are the most valuable asset we have. It’s important that we invest in their skills and provide opportunities for them to grow and progress within the ever expanding service department.”
Gary continues, “By investing in team members and introducing the latest technology to our clients, we can continue to provide a high level of service that our customers have come to depend on.”
The MWS service team doesn’t just focus on the installation of its own manufactured products, but also provides full turnkey service and calibration packages for clients across the UK for a variety of weighing products, from micro balances through to weighbridges.
MWS works with major household names and blue chip organisations through to SME companies, combining the latest technology with a personal touch to keep their businesses running. MWS is one of the only UK weighing manufacturers that provides a truly end-to-end weighing service, from design and manufacturing of scales through to installation, calibration and on-going service and maintenance.