Hydro-Thermal Corporation’s reputation depends on our commitment to delivering the most innovative and high-quality direct steam injection products with exceptional customer service. We have always believed that the relationship with our customers lasts past the heater, which is why we put such heavy importance on the development of our Customer Service program. Therefore, we rely on our 3 Ps of customer service to effectively assist our customers through the purchase process — pre-purchase, purchase, and post-purchase experience.
Pre-Purchase
The pre-purchase experience involves our highly educated Hydro-Thermal engineering team communicating how a direct steam injection heater can simplify or enhance production processes. Since every installation is unique, the Hydro-Thermal staff is ready to handle all questions related to application-specific requirements.
We also know that changing a product’s recipe/production process is a big decision, which is why we offer an in-house lab testing facility. Helping ensure that our new fluid heating solution exceeds the current installation, Hydro-Thermal’s testing facility allows alleviating any concerns. Our try before you buy heater program and testing abilities can compare different process conditions or recipes to ensure that what is produced in the most desirable product fulfilling product quality criteria such as yield, performance, color, taste, and texture.
Purchase
Our customers know they are not just getting another fluid heating system when they buy a Hydro-Thermal heater. Direct Steam Injection heating systems are the most reliable, durable solutions for heating water and slurries with instant and precise, on-demand temperature control.
Our commitment to product excellence extends to the quality we put into every skid, heater, and part, guaranteeing that all solutions precisely meet customer needs. The heart of that lives in the Quality Lab, which includes our state-of-the-art Coordinate Measuring Machine (CMM).
The CMM machine communicates measurements to our engineering staff to confirm our product’s accuracy. In addition, it checks for imperfections in parts before assembly, passing on cost savings to our customers, decreasing lead times, and ensuring the product meets specifications for a hassle-free startup of the new unit.
Post-Purchase
Unlike some manufacturers, Hydro-Thermal continues their customer service long after the heater leaves our building. Our service team is there to help with heater startup and staff training, and we are also available for the entirety of the heater’s life.
This is best shown through Hydro-Thermal’s Customer Success Team, which is dedicated to working with end users with all their aftermarket needs. This team helps build relationships with end users proactively, not just reacting when the customer reaches out.
From sending reminders and scheduling yearly preventive maintenance to work with their in-house maintenance team to solve production issues, Hydro-Thermal strives to be a full-service solution provider for fluid processing applications.
Conclusion
Customer service is not about being polite to your customers – it is an essential part of business operations, as it can affect your bottom line. Hydro-Thermal understands the importance of customer satisfaction and how critical uninterrupted process conditions are. These added services throughout the purchase experience provide our customers with peace of mind that they made the right choice when picking a Hydro-Thermal heating solution.
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