May 2016
Customer
Our customer is an oil and gas solutions provider that carries out non-destructive testing as part of its quality control programme. They use a number of our aerosol products to carry out non-destructive testing including:
- MAGNAVIS® 7HF (visible magnetic ink) and MAGNAVIS® WCP-2 (white contrast paint),
- SPOTCHECK® SKL-SP2 (visible red penetrant) and its associated cleaner/remover (SPOTCHECK® SKC-S) and developer (SPOTCHECK® SKD-S2).
The principal products that they inspect are compressor valves. They also inspect cylinders, plungers and many other mechanical components associated with reciprocating compressors, engines, well-head compressors and turbo machinery.
Challenge
The customer wanted to know if any of our products contained ozone-depleting chemicals. This information was needed in order to provide assurance to their staff and downstream users that the Magnaflux EMEA products were compliant with the regulations associated with ozone-depleting chemicals. The supporting documentation also formed part of their audited environmental management and health and safety management systems.
Solution
A key objective for Magnaflux EMEA is to provide access to information and resources that support all of our downstream stakeholders in their work.
We believe that the best way to do this is via our EMEA website (www.eu.magnaflux.com). We get questions from our customers on a whole range of different matters that have relevance to a wider audience. As a result of this, we have created an extensive library of Frequently Asked Questions (FAQs).
In this case, we created a new FAQ to address our customer’s question, and we also created this FAQ as a downloadable document as, in this case, our customer wanted to have a document to show for audit purposes.
Magnaflux EMEA Product & Marketing Manager commented:
“We receive a lot of great questions from our customers. In the past, these were dealt with on an individual basis. However, we recognised that the answers to a high proportion of these questions would benefit a wider audience. Therefore, when we built our new EMEA website in 2015, we created the FAQ library, which has become a popular resource. We are always keen to build on this resource and welcome comments from our customers as to how we can make this better.”
Results
The information was relayed to our customer. In addition, as they required official documentation for audit purposes, we provided this information as a PDF document.
“I was delighted with the valued-added service that I received from Magnaflux EMEA. The documentation that was sent to me, which I can now also download from the EMEA website has allowed me to proceed with confidence.”