The ability to source and supply a replacement seal in just two weeks has opened the door for further contracts between AESSEAL® and the customer’s Oil and Gas operation in Saudi Arabia.
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With - With Samson Mammen
The ability to source and supply a replacement seal in just three weeks has opened the door for further contracts between AESSEAL® and an oil and gas operation in Saudi Arabia. AESSEAL® was able to demonstrate its speed of response after the terminal found itself without a spare seal when a pump came to the workshop for routine maintenance. As our sales engineer Samson Mammen explains, AESSEAL’s speed of response not only saved the situation, but led to opportunities for further contracts in the region.
How did the contract come about?
The company is one of AESSEAL’s most important customers in Saudi Arabia. We have installed seals in several of the company’s plants, but until now, in this particular terminal, we had only supplied a few component seals and carried out repairs on some of our competitors’ seals. This particular contract came about as a direct result of our close contact with our customers. I used to visit the company on a regular basis, so it was natural for them turn to us for help when they had an emergency.
What was the nature of the emergency?
The original seal had been installed by one of our competitors, but when the pump was going through a routine overhaul the company found that because of some internal error, there was no spare seal. The original seal supplier said that supplying one would take ten weeks. For the company that was an unacceptable delay. As a result, they asked AESSEAL if we could help. We took on the challenge of replacing the competitor’s seal with our own cartridge seal, and sourcing and installing it as fast as possible, with the aim of making sure that the pump would be back in operation in just three weeks.
What were the logistics involved?
This was complete new seal, made by AESSEAL® in the UK. With the help of the UK Engineering and Order Execution team, the product was delivered and installed under the supervision of AESSEAL® engineers, in just 16 working days.
What was the response from the customer?
The managers at the plant were hugely impressed with AESSEAL’s level of professionalism, as well as with the speed of our response and the quality of the after-sales service. They went so far as to issue a letter of appreciation, expressing their gratitude and highlighting our commitment to providing the best possible service and support to our clients.
Did this result in the managers recommending AESSEAL to other parts of the company?
Yes. The letter highlighted particularly the value that the company places on the partnership with AESSEAL®, and said that it was looking forward to continuing the collaboration in the future. The managers were impressed by the close co-operation between the AESSEAL® operation in Saudi Arabia and its colleagues on the team in the UK. They said that on the basis of the level of service they received, they would not hesitate to recommend AESSEAL® to other divisions of the company. As a result, we have used the letter to help us in our negotiations with other units in the region.
