Sleep Review interviews Marco Mancini, sales manager of Grass Telefactor, an Astro-Med Inc. Product Group.
As more consumers wake up to sleep disorders, manufacturers face an increasingly crowded diagnostic field. To set itself apart from other companies, Grass-Telefactor, an Astro-Med Inc Product Group, West Warwick, RI, looks to its firmly planted roots in the sleep market and emphasizes customer service and technical support, says Marco Mancini, sales manager of Grass-Telefactor.
Q. What contributions has Grass-Telefactor made to the sleep diagnostic field?
A. Over the years, both Grass and Telefactor have prided themselves on producing the latest technology in sleep diagnostics. The very first sleep recordings from the late 1960s were all performed on Grass Instrument analog machines. The Telefactor Corp produced the very first digital sleep recorder in the early 1980s. Now, as one entity, the Grass-Telefactor Product Group produces some of the latest sleep diagnostic tools for today’s market.
Q. What is unique about Grass-Telefactor?
A. We produce all of the components of our systems. We design and manufacture our own high-fidelity amplifiers, electrodes, electrode boards, and other components. We design our own software, and we manufacture the products made up of all of these components. This means that Grass-Telefactor is the only company capable of offering a lifetime warranty on its products, and we have the ability to support our customers quickly and effectively. We believe this unique offering gives us a strong edge over the competition.
Q. What is the latest at Grass-Telefactor?
A. Our latest products include the Comet and AuroraXL PSG and EEG systems. These units are based on the AS40 amplifier system and TWin software. The amplifiers are TCP/IP controlled and can handle up to 50 channels. Our patented Personality Modules allow users to easily change applications.
Q. How important is technical support in the sleep field?
A. I firmly believe that qualified technical support, or lack of it, will make or break a company in the field. When a company provides a quick, courteous, and accurate solution for a customer, a strong, memorable impression is made. The supplier will be remembered and most likely be one of the first companies considered when future purchases are necessary. If a vendor cannot support a customer in a timely manner, that flaw will be remembered far longer. Our approach is to have a familiar relationship with the customer. We use our technical support personnel to install equipment and train new customers at their own site. This allows technical support and the customer to bond and form a friendly working relationship. We also offer a training program here at our world headquarters in Rhode Island, where a customer can learn more about their system, our company, and the people behind the products.
Q. What do you envision for the future of the sleep industry?
A. The sleep industry continues to grow at a high rate as a result of increased public awareness about sleep disorders. I believe this demand will warrant the opening of numerous new sleep laboratories. The number of educational and employment opportunities for both physicians and technologists in the field is growing rapidly and will continue as new laboratories are opened.
