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After a factory fire caused urgent part requirements to stall at customs, EU Automation stepped in to resolve complex clearance issues and minimise downtime.
Ayu Sayekti
Rapid coordination and documentation for customs clearance.
Significant reduction in customer downtime.
Strengthened long-term customer relationship through proactive service.
One of our valued customers, a major global manufacturer specialising in flexible packaging films including BOPA and PET film products, recently faced an urgent crisis. After a severe factory fire, they needed to quickly replace several obsolete parts critical to resuming production.
Given my close relationships with their engineering, import, export and purchasing teams, I was immediately informed and trusted to support them during this challenging time.
The situation escalated on the 6th of May 2025, when urgent calls came in from the customer's import and export team. The ordered parts had become stalled at Indonesian customs, with officials requesting extensive documentation including drawings, datasheets and clear photographs. Without immediate intervention, the customer faced serious delays, further exacerbating their already critical situation.
"Building lasting relationships means doing more than just selling parts, I’m always ready to step in and help whenever our customers face unexpected challenges."
Ayu Sayekti
Recognising the severity and urgency, I quickly coordinated efforts, rapidly compiling all necessary documentation despite the obsolete nature of these components. My colleague also stepped in, assisting in locating documents and technical data which were particularly challenging to find due to the parts being discontinued.
We swiftly provided comprehensive documentation to customs, ensuring the expedited release of all the essential parts.
Thanks to our proactive and dedicated assistance, our customer successfully retrieved their parts on time, significantly reducing operational downtime and enabling a quicker recovery from the devastating fire. Though customs clearance support wasn't officially part of our responsibilities, our customer deeply appreciated our extra effort and left us a glowing five-star review, reinforcing the importance of our approach to exceptional customer care.
When time is critical, our team is ready to help you source the parts you need and keep production moving. Contact us to get started.
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