This year RapidView IBAK North America celebrates its 20-year anniversary as the North American partner of IBAK Helmut Hunger GmbH. In those two decades, RapidView has grown to become one of the largest and most trusted providers of pipeline inspection and rehabilitation equipment in North America. Founded in 2004 by Rex Robison, Kris Robison and Matt Sutton, RapidView was created to help fill a gap they saw in the market for durable, high-quality sewer inspection and rehabilitation equipment that was previously unavailable in the United States and Canada.

IBAK is the oldest and largest manufacturer of these critical infrastructure tools worldwide. Founded in 1945, IBAK invented the sewer camera in 1957 and went on to be responsible for many of the industry’s innovations, including the first camera tractor (1968); the first pan and tilt camera (1980); the first data logging software (1989); the first lateral launch system (1993); and the revolutionary 3D optical scanning PANORAMO® technology (2003). IBAK manufacturing is certified ISO 9001:2015 and ISO 14001:2015, ensuring quality and consistency beyond competitors. IBAK continues this history of innovation and quality today with multiple manufacturing facilities and over 400 employees, 80 of whom are in research and development, who are working on the next evolution of this important technology.

Founded by partners with a long history of contractor experience, providing first-in-class service and support has always been a guiding principle for RapidView IBAK North America.

“We understand that even the best equipment can encounter problems in real-world environments. It is our goal to make sure that when problems occur, we have processes and support in place to get them back up and running as quickly as possible. When people purchase higher-quality equipment, they should expect an enhanced level of service and support,” said Matthew Sutton VP of Sales and Marketing at RapidView IBAK North America.

To that end, RapidView has a strong dealer network of suppliers and service centers throughout North America, and RapidView recently doubled the size of its service and support center at its headquarters in Rochester, Ind.

“This recent expansion dramatically increased the size of our repair center and greatly expanded our software support offices,” Sutton said. “We are committed to continuing to grow while maintaining the high level of service and support that our customers have come to expect. We are currently planning the next expansion to increase the size of our vehicle outfitting facility and warehouses.”

To maintain that high level of support, RapidView utilizes advanced, computerized inventory management controls, currently maintaining over $10 million of spare parts. These parts are available for immediate shipment directly to a local repair center, or the customer directly. All repairs conducted at its facility are tracked within a case management system that keeps the customer up to date on all activity related to their repairs. RapidView’s service managers review case data to determine the accuracy and speed of repairs to constantly improve processes and methods. This data-driven approach means they often achieve their goal of a 48-hour return window on repairs. RapidView also maintains a phone support line with a staff of technicians available to help customers quickly diagnose many common problems, often getting the customer up and running within minutes.

Sutton continued, “We understand that answering the phone, setting the expectation with the customer and following through with our promises are the most important things we can do to ensure our success as a company. We have all encountered poor customer service from vendors. Our goal is to provide a different, more positive ownership experience — one where the customer is truly valued and respected. We may not always tell you what you want to hear, but it will be the truth, and today, that sets us apart from competition.”

Along with its focus on after-sales service, RapidView has also established a robust training program for teaching customers how to use, maintain, and conduct general repairs on their equipment. “Our training programs have evolved over the years to include on-site equipment training, remote online training, workshops, step-by-step repair and maintenance videos and much more,” Sutton said. “We want to empower our customers to be able to use their equipment as effectively as possible, repair what they can, and utilize smart maintenance methods to protect their investment and increase the longevity of their equipment.”

Sutton is also quick to praise RapidView’s local partners. “We couldn’t do any of this without our professional and dedicated RapidView dealers throughout the United States and Canada,” said Sutton. “We are very lucky to have local partners who value integrity and customer service as much as we do. With over 20 high-quality regional partners and 18 service centers throughout North America, we are all committed to our customers’ long-term productivity and peace of mind.” With 20 years of success behind them, the RapidView team looks forward to the next two decades. Sutton said, “It has been an amazing experience so far, and we are excited to see what the next twenty years bring.”

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