Onboarding a new customer offers more than just an opportunity to boost sales; it presents a chance to collaborate on process improvements and enhance efficiency. PCA, a long-time packaging supplier, recognizes the importance of looking beyond financial opportunities to offer its customers value through a true partnership. “We don’t just see onboarding as a box to check; it’s our chance to help customers succeed from the start,” explains Fred Pacifico, General Manager for one of PCA’s box plants.
Thorough Onboarding for Lasting Partnerships
PCA’s commitment to partnerships begins with a comprehensive onboarding approach. Rather than simply supplying packaging products, PCA’s team invests the time to understand each customer’s unique requirements, ensuring that every solution is customized. During onboarding, PCA conducts a thorough evaluation of the customer’s operations. “We look at everything from the type of boxes used to how they move through production”, says Pacifico. This holistic approach identifies untapped efficiencies throughout the box production and distribution cycles. For both new and existing customers, this means ongoing support.
Partnership in Action
Recently, PCA acquired a new customer, a major retailer with a sizable e-commerce footprint, experiencing ongoing issues on its production line. PCA’s process began with a comprehensive review of the retailer’s packaging. PCA has a dedicated group, the Packaging Performance Group (PPG), that does everything from troubleshooting box design to helping customers integrate new equipment. This team assessed every detail, from the corrugated weight to the box scoring. “Our team along with the design team worked closely with the customer to iterate designs until we found the best solution,” said Randy Thompson, head of PCA’s Packaging Performance Group. Throughout the process, the team validated ongoing designs through samples and product trial runs.
Production Line Optimization
Once PPG validated the packaging design, they conducted a comprehensive assessment of the customer’s production line. “Every supplier leverages different equipment, varying levels of automation, and unique operational standards,” says Thompson. “Machine performance is highly dependent on several different factors; even minor misalignments can cause issues or malfunction. That’s why we conduct an in-depth analysis of every component and process, uncovering opportunities to improve productivity and prevent downtime.” From adjusting equipment to recommending parts to fine-tuning production requirements, the PPG team ensures customer lines run at peak efficiency.
Technical Support and Training
PPG technicians play a vital role in improving overall operations, which includes helping educate the customer’s employees on their equipment. PCA ensured that every member of the customer’s staff, across all shifts, received comprehensive training on new processes and machine settings, which led to measurable, consistent improvements. In addition, PPG technicians proactively resolve issues such as improper setups or misalignments by thoroughly training operators on complete setup procedures and the fine-tuning required for various operational needs. This hands-on approach has significantly reduced production problems related to incorrect equipment configurations.
From Supplier to Long-Term Partner
PCA’s value-added onboarding process underscores the difference between being just a supplier and a true partner. By focusing on process improvements and efficiency from the very beginning, PCA demonstrates that onboarding is the first step in a lasting partnership—one built on collaboration, innovation, and measurable results.
If you need a packaging partner that prioritizes results, contact PCA.
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