Heavy industries rely on efficient shutdowns and maintenance events to keep their operations running at their best. Andrew Fisher from Coates Industrial Solutions explains how his team makes these critical projects as hassle-free as possible for clients.
In heavy industries, even a momentary unplanned halt in production can come with a hefty price tag. This is why routine shutdowns and maintenance events are essential to keep mines, oil refineries, and utility plants – and the equipment these operations rely on – working safely and efficiently.
These major events bring hundreds of different contractors to site, but coordinating and managing the tooling, equipment and consumables they require is often outside the key operational focus of asset owners or main contractors.
Fortunately, this is where Coates Industrial Solutions thrives.
Andrew Fisher, Coates shutdown manager, has been supporting companies with their industrial events – from high-level asset management to the nitty-gritty of ordering and tracking consumables – for more than seven years.
“I’ve been in my current role for about three and a half years now – initially across Queensland, but I’ve recently expanded to the Northern Territory as well,” Fisher said.
Throughout his experience, Fisher has noticed several recurring challenges that customers often encounter.
“Other common pain points include things not getting returned to the store, items being on hire for too long, or items getting lost,” Fisher said. “This is why accurate reporting is crucial.”
Here, Fisher highlights how Coates helps customers overcome these challenges.
Data-driven insights for informed decision-making
Customer reporting is enabled via Coates’ advanced shutdown management tool, SiteIQ. Used in conjunction with a managed tool store, Fisher says the platform is a “significant innovation” and a big upgrade from the previous system.
“It allows us to extract a lot of real-time data and present it to clients as detailed, accurate reports that help them manage their projects more effectively,” Fisher said. “It’s been a game-changer in how we manage data and report to clients.”
Customers received comprehensive reports that include detailed information on hired and customer-owned tools, equipment and consumables. Fisher and his team work closely with clients to customise these reports according to their specific needs, enabling clients to save money and stay within budget.
“Having the ability to track and manage items through SiteIQ increases accountability and makes it much quicker and easier to track missing items down,” Fisher said.
“It also means equipment can be returned if it’s being under-utilised or no longer needed, freeing up the equipment and creating efficiencies for clients.”
Fisher said the benefits of data-driven asset management were clear during a shutdown for a major manufacturing processing plant in 2022. A previous shutdown delivered by another company saw the cost for lost and damaged tools blow out to more than eight per cent of the total hire cost.
“By using SiteIQ we kept damages and losses to under 2 per cent, staying within budget and providing excellent customer service,” Fisher said.
Planning and communication for smoother execution
While ensuring the success of major projects like this is multi-faceted, one foundational element is proper planning.
“Having the right experience and planning correctly is crucial,” Fisher said. “We can assist clients in the planning phase by providing a list of necessary tools, and ensuring they have everything they need to avoid unexpected costs at the end of the job.”
This means not just listening to a customer’s needs and expectations, but offering advice and insight gleaned from years of managing shutdowns and maintaining open and proactive communication before, during and after an event.
“My team does a great job of this – we always make sure to report back to the customers clearly and effectively at every stage of a project,” Fisher said. “That makes everyone’s jobs easier, and helps deliver the best results for our customers.”
Better customer service through teamwork
Fisher said that Coates’ successful track record – both in industrial services and other areas of the business – is built on two key elements: extensive experience, and a commitment to customer service, both underpinned by great teamwork.
“I lead a great team with a lot of experience – many with upwards of ten years with the company,” he said. “This depth of knowledge allows us to efficiently manage challenges, such as changing scope, and minimise the impact on project timelines and costs.
“It’s a great strength of Coates that we keep hold of these experienced team members, which means new people coming on board can learn from their expertise.”
Maintaining a strong team dynamic is especially important for jobs in remote areas, where the team is required to remain onsite for the duration of the job, often providing services 24–7. Fisher said a current job Coates is undertaking for a major engineering services company has given some newer team members the chance to strengthen their bonds with colleagues and clients alike.
“They get on really well with everyone onsite, have a good sense of humour, and make the work environment better overall,” he said. “And when employees work well together as a team, it directly benefits the customer experience.”
For more on Coates Industrial Solutions, visit coates.com.au/industrial-solutions
