Davis-Standard has initiated a company-wide transformation aimed at redefining how the OEM interacts with and supports processors across extrusion markets. The program spans issue resolution, engineering, manufacturing and aftersales service, framed by new digital workflows and a centralized service hub. According to the company, the objective is to shorten response times, make production more predictable, improve quality and provide a clearer line of sight from request to resolution. A reengineered process model is being deployed across key customer touchpoints, with integrated systems to synchronize tasks, deliver digital work instructions, manage materials and connect engineering support. For customers, this approach is presented as a means to accelerate deliveries, enhance consistency and increase the dependability of service interactions. The initiative also includes a reinvestment in trial and development capabilities at the Extrusion Center of Excellence to enable faster trials and material evaluations, including biopolymers and recycled plastics, along with access to solutions spanning packaging, medical, construction and coating.
Customer response center and service model
At the core of the service architecture is a new Customer Response Center, designed to ensure that every request is captured, prioritized and resolved. Each inquiry is assigned a case number and tracked on real-time dashboards throughout the process. The company states that a digitally integrated solution manages each case from initial intake to closure, with the intent of providing full transparency and a dependable escalation path.
“We understand our customers' pain points and we're committed to solving them,” said Juan Araujo, President of Davis-Standard. “Every decision, every process, and every change happening within the company is driven by our clear purpose of serving our customers faster and more efficiently.”
“When a customer needs us, we want them to experience a world-class service and support. Customers will see that we are dependable and efficient in solving their problems,” explained Araujo. “We expect 100% of calls to be answered promptly and 100% of issues to be resolved.”
Digital manufacturing systems
In manufacturing, Davis-Standard reports the implementation of an integrated digital system that synchronizes workflows, provides digital work instructions, manages materials and offers dynamic engineering support. The company indicates that fully integrated systems are intended to simplify execution of complex processes. For customers, the expected outcomes include faster deliveries, improved quality and more dependable service.
Reinvestment in extrusion R&D
A key element of the transformation is a reinvestment in the Extrusion Center of Excellence. “We've reinvested more than $5 million in equipment that harnesses next-generation extrusion and automation to increase efficiency, reliability, speed, and safety. Our goal is to accelerate sustainable innovation through advanced R&D, smart monitoring, and customer-focused trials,” said Araujo. The upgraded capabilities are aimed at enabling faster trials and testing of advanced materials such as biopolymers and recycled plastics. Customers are expected to gain access to multimarket solutions across packaging, medical, construction and coating. According to the company, trials are already being scheduled for the fourth quarter of 2025.
