Why the Way You Contact Us Matters
When a machine goes down or behaves unexpectedly, the last thing you want is confusion about who’s handling it. At MTM, we found that inconsistent submission channels lead to slower resolution times—and that’s unacceptable for your operations.
We’re making it clearer and stronger. This isn’t about adding noise—it’s about ensuring your issue gets into the system, gets flagged correctly, and gets resolved as fast as possible.
What Has Changed
We’ve formalised the submission process into three clear, official channels:
- Email: [email protected]
- Primary AI Support Phone: (431) 441-1811
- Secondary AI Support Phone: (431) 442-8156
- “Contact Us” form on our website (when you prefer web).
Why these? Because anything outside these channels goes around our system—meaning we don’t catch it in time, don’t assign it properly, and don’t give it full lifecycle tracking. We’ve seen bottom-line impact from that.
What We Ask From You
To help us move fast and fix correctly, please include in your submission:
- Machine serial number
- Location of the machine
- Production impact: Is production stopped? Limited? Non-critical?
- Description of the issue (clear, concise)
- Any relevant service history you’re aware of
- Photos or video if available
- Reliable contact person for follow-up
Skimping on details means lost time simple as that.
What Happens After You Submit
Once you submit via one of our official channels:
- A case goes into our Salesforce tracking system.
- An assessment is made for severity:
• Severity 1 = Machine down, highest urgency
• Severity 2 = Limited production
• Severity 3 = Low impact / enhancement request - A dedicated case owner is assigned to your issue—they become your single point of accountability.
- We monitor the case through resolution and measure closure under our ISO 9001:2015 service quality standards.
- If you have a service agreement, you’ll get proactive updates on open issues and upcoming preventive service visits.
What This Means for You
✅ Faster acknowledgement and assignment of your issues
✅ Clear accountability—one person owns your case
✅ Better traceability and lifecycle visibility
✅ Easier planning for maintenance, upgrades, and parts
Our Commitment to You
At MTM we don’t believe service is an afterthought. It’s a core part of your equipment’s uptime, your production reliability, and your bottom line. By tightening our issue-submission process, we’re reinforcing that we stand behind your investment and your expectations.
If you’d like a walk-through of the new process or a tailored session for your team, reach out to our Customer Service Manager, Aklilu Abraha (Aki), at [email protected].
Let’s make sure when issues come up, they don’t stay down.
Gord Atamanchuk, P.Eng.
President & CEO, MTM