Rappo, New technologies, old partners. The value of great customer care

BUILDING TRUST AND EXPERTISE

“I met Prima Power in 1996, when we purchased a punching machine. Two years later, we added a Platino laser cutter – perfect for the flexibility and design complexity the interiors market demanded at the time.” – explains Luigi Rappo.

“The engineer who installed it is still our contact at Prima Power: after over 20 years, this is one of the few companies where we still talk to the same people. This builds trust and makes it easier to face any issue – but also means their personnel puts a vast experience at our service. They don’t spend hours on the phone with the headquarters, trying to figure it out: they always know what to do.” 

“They don’t spend hours on the phone with the headquarters, trying to figure it out: they always know what to do” 

SERVICE TILTS THE SCALE

A second Platino machine was added in 2002, soon followed by a combined Shear Genius SG6 system. “It offered terrific productivity,” but had to be sold when large repetitive orders faded in the wake of the 2008 crisis. In 2015 Rappo opted for a Platino 4-kW Fiber laser cutter with Compact Server automatic load/unload.

“It was a turning point, allowing us to enter new markets with smaller and more diverse orders – in the medical field or for heat exchangers, for example. Then we added a new-generation Platino Fiber in 2018: another leap forward, in terms of technology and ease of use. Press a button and it does all the work.” 

“It’s blood, sweat and tears every time we buy a new machine,” Marco Rappo jokes about how they go over every option. “All leading brands have reached impressive quality standards,” explains Luigi. “But the service Prima Power guarantee always tilt the scale in their favor.”

“We know we can count on a partner that has proven we can trust them”

MAINTENANCE IS KEY

“Our Prima Power laser cutters are the heart of our business,” Marco Rappo says. “If they stopped, all other departments would stall within 48 hours – so maintenance is key. Our contract with Prima Power covers all regular activities, allowing us to plan everything and solve issues promptly. If anything happens, we know we can count on a partner that speaks our same language and has proven we can trust them.”

And it’s not just the technical assistance, Luigi Rappo adds:

“Their sales team helps out way beyond sales. One rep once personally picked up a spare part from the warehouse while the engineer worked on the system, just to get the machine running as quickly as possible. That’s real teamwork, and a real effort to be a partner to the client.”