CustomCareProviding a World Class Service

At CDE, we are proud of our environment. That’s why we have chosen the dragonfly as our symbol of constant quality improvement. Usually only seen near exceptionally clean water, these fastidious insects hold the same standards that we continue to aspire to every day of every year. By promoting the reuse of waste materials and continually improving our water filtration technology, this symbol reminds us of our commitment to preserving the earth’s natural resources as best we can.

Constantly evolving sector-defining equipment, a dynamic and innovative team, award winning business management and unrivalled dedication to giving each client a professional experience. These factors have made us the world’s leading materials washing company.

CDE is committed to providing a world class aftersales service through CustomCare. This ensures maximum plant efficiency, providing maximum profitability.

CustomCare is a service afforded to all CDE customers, once the equipment has been sold, to ensure efficiency levels are maintained and final product specifications are not compromised.

Where a CustomCare programme is in place, CDE equipment is proven to achieve 95% plant availability.

CDE have a dedicated in-house team of service engineers who are proficient in the commissioning and ongoing maintenance of all CDE equipment.

1234 CDE is committed to reducing the carbon

footprint and protecting the environment in which they operate. Health & Safety is at the forefront of all plant operations.

Customer Testimonials

“We are very impressed with CDE's willingness to work with us on Performance Guarantees. It demonstrates a level of confidence in their capability that is not the norm in our experience.”

Andy MorrisNational Sales ManagerLafarge UK

“We had some fairly tight guidelines for CDE in terms of what we expected from the plant and in order to achieve this it was essential that we took the quality route. CDE have demonstrated the benefits of this approach in relation to product quality and efficiency and the results being achieved speak for themselves. We are very impressed with the project management approach adopted by CDE.”

Will LaycockQuarry ManagerLafarge Brooksby

“We have found considerable demand for the recycled sand product and significant quality improvements in the recycled aggregates we process at our Shewalton Quarry as a result of the washing plant installed by CDE. The AssetCare plan gives us the added security that we are maintaining our plant to the highest level to ensure maximum processing time.”

David BalmerEnvironmental ManagerMalcolm Construction

“We decided to introduce the best technology available for the production of manufactured sands and that is why we chose the CDE sand washing plant. We are delighted with the product quality and performance backed by their excellent support in process engineering and service.”

Sandesh Mahale MAAD Mines & Minerals

“We were impressed by the capability of the M2500 and AggMax to produce high quality sand and aggregates from a waste material and immediately saw how the system could be applied at Elford quarry. We had trialled another washing plant at the Elford site but decided that the CDE plant gave us the best opportunity to maximise both the volume and value of recoverable materials.” Steven BirchManaging DirectorJPE Aggregates

“Since final commissioning of the plant the products are meeting the specifications as laid down in the performance statement drafted at the outset of the project. This consistency allows us to command the best commercial value for our products while also allowing us to give our customers the comfort that material will be delivered on-spec. This can only lead to the development of stronger relationships with our customers which will make our business stronger going forward.” Sean ParryOperations ManagerGrundy & CoExcavations

“The performance of the EvoWash sand washing plant from CDE proved their capability in the production of high quality sand products and the decision to upgrade the washing plant to the new set-up is a response to a growing demand for our washed products.” Ireneusz WickiChairmanWakoz Beton

CustomCareThe Complete Service

Training

Basic Our Basic level training programme equips plant operators with the knowledge to safely operate and maintain the plant at its optimum efficiency. This training is delivered over a 1 or 2 day period (depending on plant size) at the initial commissioning stage of the project and is essential for all persons working with or near the plant.

IntermediateOur Intermediate training programme covers the items within the Basic training programme but allows for a more in-depth understanding of the plant and the sequencing of the processes. This training is delivered over 2-3 days (depending on plant size) and allows for operators, team leaders or fitters to operate the plant in the presence of one of our skilled service engineers.

AdvancedOur Advanced training programme incorporates all aspects of the Basic and Intermediate programme as well as providing individuals with the knowledge to diagnose issues and carry out the required maintenance tasks. Our Advanced training also includes a particular focus on plant optimisation techniques and ensures that individuals have the skills necessary to operate, maintain, optimise and recommision the plant.

To request a brochure on our training programmes, email training@cdeglobal.com

Ask the Experts

Everyday queries can often be resolved quickly through the knowledge of our experts. Customers can contact the CustomCare team to draw on their expert knowledge of CDE washing equipment.

Service & Maintenance AdviceVisit the CustomCare section of the CDE website www.cdeglobal.com/CustomCare for service and maintenance advice on all of the products in the CDE range.

Monthly Newsletter Register online for the CustomCare monthly newsletter for updates on maintenance advice, news and case studies.

CDE ConnectCDE Connect is an online portal which provides customers with exclusive 24/7 access to information relevant to their CDE plant. A range of self-service capabilities are available including the requesting of parts and service visits. Customers will also have access to maintenance advice with interactive ‘how-to’ videos, operator manuals and operator training records.

Following installation and commissioning of a CDE plant the focus switches to ensuring optimum efficiency is maintained. At this stage the dedicated point of contact moves from the ProMan to the CustomCare Team.

Service & Support

Service & SupportWe have a dedicated team of Service Engineers on the ground who are available to ensure plant performance is maintained at the optimum level. A full history of every service case is logged and all outcomes and actions required are recorded.

All customers receive post commissioning assistance from the CustomCare Team where further support and site visits can be arranged if and when required.

CDE Parts

Recommended Parts ListAs part of our pro-active approach to ensure maximum plant production we provide detailed Recommended Parts Lists (RPL) for all plant installations. The recommended parts list provides the customer with all the individual parts on their processing plant and acts as an ongoing point of reference when contacting the CustomCare Team for order and delivery of parts.

Order HistoryThe CustomCare Team hold a complete order history for plant parts, this ensures easy re-ordering and also enables our service engineers to maintain a complete picture of plant performance.

Stock of Common Parts CDE hold a stock of common parts for immediate delivery including screen media, CDE cyclone parts, marsh mallow springs, motors and gearboxes. We make every endeavour to hold a wide range of these parts in stock.

Warranty

WarrantiesWarranties provided by CDE give customers complete confidence in their plant and support throughout the life time of the plant.

Extended WarrantiesExtended warranties can also be arranged upon customer request and CDE can tailor warranties to individual requirements. Choosing the option to extend a warranty will entitle customers to an agreed level of discount on the entire CustomCare offering.

There are four different types of CustomCare contracts:

AssetCare

Preventative Maintenance

Pay As You Go

Tailored

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CDE AssetCare Maximise efficiency, increase productivity. - AssetCare 1 - AssetCare 2 - AssetCare 3

Preventative Maintenance Contracts - Premium Level - PMI Level 1 - PMI Level 2 - PMI Level 3

Tailored Service Contracts

Pay As You Go

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AssetCare 1

AssetCare 2

AssetCare 3

CDE offer a range of AssetCare contracts split into three levels:

- CDE WorkSpace - Training - Registration onto Premium level PMI - Full Recommended Parts List on site - Extended warranty - Ongoing price per tonne arrangement - Complimentary on-site engineer support

- As above excluding complimentary on-site engineer support

- CDE WorkSpace - Full Recommended Parts List on site - Registration onto any level of PMI

AssetCareContracts

Benefits of the AssetCare programme include:

Ask the Experts:- Complimentary engineering assistance

for specialist or highly technical maintenance tasks

- Open access to all service and technical teams within CDE

- Immediate telephone support for you or your operator for advice or assistance

Service & Support- Automatic registration onto our Premium

Level Preventative Maintenance Programme*

- No unexpected operational costs- Optimised plant availability- Dedicated Account Manager

Training- Additional 2 days formal operation &

maintenance training for new operators or as refresher training*

- Advanced training ensures competent, SAFE plant operation and maintenance.

CDE Parts - Critical parts stored on your site- Full parts and call out history maintained- Guaranteed use of genuine CDE parts

CDE WorkSpace - A site storage cabin for the secure storage of parts complete with available options such as electrical sockets, lighting, a steel workbench, shelving for tools and spares, a bin racking for fixings, hooks for hanging parts, a range of standard fixings, items for plant commissioning etc. Warranty- Full extended plant warranty for the

duration of your AssetCare contract*- No run time or tonnage limits to warranty

claims- Complete peace of mind

Where a CustomCare programme is in place, CDE equipment has proven to achieve greater than 95% plant availability.

There are four different types of CustomCare contracts:

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*Please note exclusions apply: Applicable only to AssetCare Levels 1 & 2

PreventativeMaintenanceContractsCDE Preventative Maintenance contracts provide support and guidance to maintain plant performance at the optimum level.

Benefits of PMIs:

- Preventative Maintenance Inspections have been proven to have a positive impact on plant production levels

- Regular Preventative Maintenance Inspections can highlight a potential problem before it happens, maximising efficiency and increasing productivity

- Customers who commit to any level of Preventative Maintenance Inspection are also entitled to an agreed level of discount across all CustomCare services - Visibility of expenditure allowing for the superior management of P & L

Preventative Maintenance Inspections include:

- Full inspection of plant- Recalibration of plant, if required- Written report detailing the condition

of the plant and recommendations for any work that may be required to ensure the plant is operating at the optimum level

- Ask the Experts complimentary engineering assistance - On-site expert available to view operation of plant and recommend any operational changes

Premium Level

PMI Level 1

PMI Level 2

PMI Level 3

8 inspection visits carried out in the first 12 months by an approved CDE Technical Engineer, with 1 monthly visit for the first 6 months, followed by every 3 months for the duration of the contract

CDE offer a range of Preventative Maintenance contracts: 4 inspection visits carried out every 3 months

by an approved CDE Technical Engineer

3 inspection visits carried out every 4 months by an approved CDE Technical Engineer

2 inspection visits carried out every 6 months by an approved CDE Technical Engineer

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Pay As You GoContracts

Tailored Service Contracts

CDE offers you the flexibility to select one or as many post commissioning service options as you wish, allowing you to create a Tailored Service Contract to best suit your business and maintenance requirements.

The CustomCare Team are happy to discuss your needs and develop a plan that is designed specifically with your wants in mind.

If an issue arises with a plant, CDE will attend a call out with the same level of commitment to service.

As well as plant maintenance and service support, all customers will have access to the full parts offering. Genuine CDE parts are available to order as and when required.

Training is also available on an ad-hoc basis in the event that a new plant operative joins a company and refresher training is also available.

CDE recognise that while plants are tailored towards customers individual specifications your service requirements should therefore reflect this.

CDE also offers ‘Pay As You Go’ contractservices on an ad-hoc chargeable basis, for customers who choose not to take out cover as part of a fixed contract.

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CustomCareContact Us

For more information:

Global HeadquartersT: +44 28 8676 7900 E: customcare@cdeglobal.com

www.cdeglobal.com/CustomCare

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Global Design HeadquartersBallyreagh Industrial Estate,Cookstown, County Tyrone,BT80 9DG, Northern IrelandT: +44 28 8676 7900F: +44 28 8676 1414

Brazil HeadquartersAv. Nove de Julho 3228 CJ. 909/910Jardim Paulista, São Paulo SP CEP 01.406-000T: +55 11 3051 3009

Asia HeadquartersEcoSpace Business Park,Block 4A, Floor 6, Action Area II, New Town Rajarhat, Kolkata 700 056, IndiaT: +91 33 3029 3800F: +91 33 3029 3802