Tales From the Front: Delivering Outstanding Inert Coating Service

It's 4:55 PM on a Friday afternoon and most people are thinking about their weekend.  The phone rings at SilcoTek and a team member answers the call.  After addressing questions, helping the customer select the right inert coating for the application, quoting the coating job and entering the quote into the production system; it's 6 PM and finally time to head home.  Just another day delivering outstanding customer service. 

It takes unique dedication to deliver outstanding customer service on a day-to-day basis.  Good processes and systems help, but ultimately good customer service is about the individual and their dedication to helping the person at the other end of the phone or email.  We all know what bad customer service is, but good service is seamless and often goes unnoticed.  Outstanding service takes an entire factory working together to pull off and SilcoTek has hit a sweet spot in achieving customer satisfaction.

Here are some of the tools we use to deliver customer satisfaction:

Ordering your way:

For repeat customers, we offer additional fast order/ship options:

• Kanban
• Quick order forms
• Web based interface with your ERP/ purchase portal

Want it really, really fast? 

• Custom silicon treatments take time; however, some applications demand fast shipping.  For common components we can tell you where to buy coated products from stock; or go to our Buy Coated Products web page and see for yourself. 

Have a question?  We're here for you:

• Real time access to common service questions.  See our FAQs on line.
• From Technicians and Engineers to PhDs, we offer direct access to people in the know. Call us or submit a technical service request online.
• No sales, just data. If we have data about how our products perform in an application, we'll forward it to you.  If we don't know, don't have data, or don't recommend a coating for the application, we'll tell you.

Ship it!

• Dedicated manufacturing technicians willing to do whatever it takes to get the job done in spec and on time.  It's not uncommon to find a technician working overtime to fill a rush order or to make sure a critical part of the process is going smoothly.  You'll often find a technician talking directly to the customer to confirm an operating condition or inform them of a job status.

• Engineering systems and processes dedicated to continual improvement.  Our Engineering and R&D teams never stop moving.  We're always looking for ways to improve our process and products.

At SilcoTek^®, it's not just one individual or group that is responsible for making your coating experience as seamless and easy as possible, it's an entire company committed to the customer. 

Have a SilcoTek story?  Tell us!  We'll write a case study highlighting your experience and benefits.