_________________________________________________________________________________________________ Mark
Andy Inc
▲ Duane Pekar
Customer support remains critical in established markets, where quick response and proactive lifecycle management are business imperatives. Duane outlines a multilayered service structure that combines roundthe-clock phone support across time zones, on-site technical expertise when needed, and preventive service programs.“ We try to offer all of our global customers 24 / 7 phone support, and if we can’ t help the customer solve the problem over the phone, then we put a technician on a plane to their location,” he explains. Alongside installation and training, scheduled maintenance, and responsive repair capability, that approach ensures machines stay productive throughout their lifecycle.
Beyond keeping presses running, Mark Andy is partnering with their customers to use data to enable smarter production decisions. Its ProWorks Analytics platform, combined with what Duane calls“ advanced customer support,” allows businesses to connect to their machines, analyze performance, and
identify opportunities for improvement.“ We help them collect data right off the machines and give them reports as well as views on where their opportunities are for improving,” he explains.“ Many of those gains extend beyond the press itself, influencing workflow, scheduling, quality processes, and job planning.” The company’ s Mark Andy 360 initiative supports that learning curve, especially for converters transitioning from traditional flexo into hybrid and digital environments. As Duane notes:“ When you start to run a hybrid press or digital press, it’ s transformational, and the things that made you successful in optimizing a flexo press are not the same things.”
Looking ahead, productivity remains a dominant theme. Duane believes industry dynamics, from consolidation to rising brand expectations, are accelerating the need for faster, smarter, and more efficient production. At the same time, many converters are managing aging machinery.“ There’ s a lot
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