February 15, 2019
When emergency situations arise, response time is critical. For a refractory customer with a heat-processing equipment failure, rapid response, in the moment of need, is critical and can mean the difference between becoming operational in a matter of hours, verses days or in some cases even weeks.
Plibrico Company, LLC. reported on its swift, around-the-clock reaction to customer requests due to its agile customer service. In 2018 the company increased resources and hired additional staff to continually deliver exceptional service to its partners and customers across the country. The move comes at a time when Plibrico says system repairs, upgrades and retrofits are more important than ever.
Overall customer growth and production demands have fuelled the need for continuous customer support, explained Brad Taylor, President and CEO of Plibrico Company, LLC. “In the world of refractories, things can change in a moment’s notice with the unexpected occurring at the worst possible time. By becoming a supplier that responds the quickest in emergency situations, Plibrico has won over new customers, and reaffirmed the trust of long-term partners and customers.”
Over the last year, the Plibrico team has demonstrated time and again how its customer driven core value, combined with swift response and flexibility, is enabling PliPartners and customers alike to get their critical heating systems back on-line and operational quickly.
“We stock many standard products in multiple locations across the United States so we can respond to emergencies quickly, in the moment of need,” said Jeff Smith, Plibrico’s plant manager, “It is our nonstandard products that provide us an opportunity to demonstrate our flexibility and agility. Qualities that separate Plibrico from the rest of the industry.”
Smith went on to provide a list of instances where agile response helped customers last year: