The Challenge: Mismatched Packaging Materials

Our customer came to us with a problem that is, unfortunately, quite common in the packaging industry: mismatched packaging materials. In this case, they had randomly ordered a box of PP (Polypropylene) sealing films for sealing their delicious salad products, however, the films were not sticking to their PET (Polyethylene Terephthalate) trays no matter how the customer adjusted the custom tray sealing machine they purchased from us. This led to several problems—delayed shipments, increased production costs, and, of course, a big hit to customer satisfaction due to the leakage.

The Solution: Listen, Understand, and Assist.

"Kerry, I think the sealing machine got a problem, it's not sealing the trays. Please help! We're behind the orders!" the customer said.
"Don't worry, let's check what is causing this. Do you see an error code or hear beeps from the machine?" I asked.
"No, not at all. I've checked the settings and I installed the film as instructed. Could it be something else than the machine?" the customer asked.
"Possible. You're using PET trays right? Where did you purchase the sealing films and what are their material?" I asked.
"I'm not sure. It says PP films on the box, I got a great deal from a random Alibaba vendor. This is the correct film, right?" the customer asked.
"No, here's the problem. PP films are not compitable with PET trays, instead, you will need another material that we call it PET-ES sealing films." I answered.
"What! I didn't know there are more than one sealing film material, lesson learned. Do you happen to carry this kind of film?" the customer said.
"Of course, I've got your back. We'll deliver the films to your factory by the week." I replied.
"I can't thank you enough for your aftersales support! We can finally continue production." the customer said.

The Outcome: A Satisfied Customer and a Valuable Lesson

Once we supplied the correct PET-ES sealing films, the customer's production line was up and running smoothly again. The films adhered perfectly to the PET trays, ensuring that their salad products were sealed securely without any leakage. This allowed them to catch up on their orders, reduce production downtime, and, most importantly, meet customer expectations.

The customer was relieved to see their production process back on track. Not only had we solved the immediate issue, but the interaction also gave them valuable insight into the importance of choosing the right packaging materials for specific products. They were especially grateful for our proactive approach, quick delivery, and hands-on support.

Since this experience, we’ve worked with this customer to set up a more thorough material selection process, helping them avoid similar issues in the future. In fact, we now regularly check in with them to ensure their packaging solutions are always optimized.

Key Takeaways:

Compatibility Matters: Choosing the right packaging materials isn’t just about price—compatibility between materials is crucial for a successful sealing process.
Communication is Key: Our strong communication with the customer allowed us to quickly pinpoint the issue and provide a tailored solution.
After-Sales Support is Critical: Being there for our customers after the sale ensures their success and helps us build long-lasting relationships.

By sharing this real-life challenge and solution, we hope to shed light on some of the common issues in the packaging industry and how a strong partnership can help overcome them.
If you're struggling with choosing the right sealing film material, you can check our suggestions here or send us a message here . Talk to you soon!