Service Improvement Initiative at IMPACK

Hello, I’m David Leblanc, Director of Engineering and Service at IMPACK. I’m happy to announce that we've made substantial improvements to our services.  

Over the past 20 years IMPACK has developed a reputation for having excellent service. With our growth over the past couple of years, we realized we needed to scale up our service. We did this in 3 ways: 

• Updating and standardizing all of our documentation 
• Dedicating a service technician to parts fulfilment 
• Launching a new webpage. 

Updated Documentation 

You can now request updated Maintenance Manuals and Parts Catalogues for all of our machines. In the documentation you’ll find clear user instructions, spare parts and supplies list and recommended maintenance for each machine. We’re confident you’ll find the documents easy to read and helpful to your operators. 

Dedicated Technician for Parts Fulfillment 

IMPACK saw a 70% increase in sales during the first year after the onset of the COVID pandemic. Packaging producers were rushing to maintain productivity with less staff in the packing area of their finishing line. The engineers and technicians who were previously able to handle start-up, trainings and parts, were now busy fulfilling customer machine orders. We saw the need to have a dedicated person in charge of parts.  

To facilitate better data management, we've implemented an ERP(Enterprise Resource Planner) system to streamline our operations. This system allows us to follow up with delivery vendors like UPS to ensure your part arrives on time.  

Quote request will be fulfilled between 24 and 48 hours (on business days and during business hours). Additionally, by actively following up with shipping services we can ensure prompt delivery and avoid lost packages. 

Our New Service Webpage 

Meet the service team by visiting our new Service webpage where you can easily request documentation, parts or help troubleshooting.