Customers praise high level of expertise and great willingness to help
Customer Order Shop
SPM’s innovative drive does not stop at its own business operations: As a result of a process excellence campaign, the operational business processes within the company were transformed to achieve greater efficiency. Last year saw the implementation of the internet-based Customer Order Shop, a new sales channel that offers SPM customers 24/7 service and additional added value in order processing. These and other innovations are currently being presented to all SPM subsidiaries as part of the “Roadmap to best practice” project – with the aim of also achieving these efficiency benefits there.
Only two years later, the compulsory task had already become a business idea: STEAG Entsorgungs GmbH not only disposed of waste from STEAG power plants, but also offered this service to competitors. What’s more, the STEAG subsidiary was marketing the residual materials for the first time by actively addressing potential customers, especially in the construction industry. “During that period we developed a network that we have expanded over the years and which today is a decisive factor for STEAG Power Minerals’ good competitive position,” explains Andreas Hugot, who joined the company in 1992 and helped to drive the expansion. The SPM predecessor company not only further developed the technical facilities, but even built its own lime-sand brick works and designed a re-drying plant for the treatment of fly ash, which is unique in Europe.
In 2001 Andreas Hugot, then just 36 years old, became a director of the company, now called STEAG Power Minerals. One year later, SPM attracted attention with the takeover of ASIKOS Strahlmittel GmbH, the market leader for abrasives – and continued to grow at a remarkable pace. “We have always offered high-quality products, which is why we have not only been able to keep our customers, but have also gained new ones,” says Andreas Hugot. “But what was and still is also essential is for a motivated team to be working here, offering disposal and recycling services from a single source and being very close to the customer. Even when the raw materials are scarce, we keep on trying until we have found a solution for our customers.”
Such great commitment produces results: In a customer satisfaction survey commissioned in 2016, 92 percent of customers were “satisfied to very satisfied” with the service provided by SPM employees. Particular praise was given to their high level of expertise and their great willingness to help.