Sidenor 2020 Corporate Report

36 Corporate Report 2020 | What we do Technical assistance: a value-added service At Sidenor, we work to provide our customers with excellent service and products of the highest quality. In this sense, our Customer Technical Assistance Department (CTA) serves as a single point of contact with the customer regarding all aspects related to technical or quality contents: management of claims, approvals, new developments, technical queries, technical advice, process/product improvement… To that end, the CTA Department relies on a team of highly experienced professionals in the field of metallurgy, heat treatments as well as special steel products and processes, which are fully dedicated to customer service. In particular, the CTA Department basically develops, in continuous collaboration with Sidenor’s other departments – Quality, Production, Engineering, R&D… - two types of activity: pre-sales (approvals, developments, compliance of the product/process with customer product requirements…) and after- sales (integral management of complaints, optimisation of the current product and process, product technical issues, technical documentation…) in order to answer any technical query from the customer. This service implies a differential value for the Company, as it allows us to accompany our customers along their continuous improvement process and to boost their competitiveness with products that fit their needs. The queries/complaints received both in 2019 and 2020 mainly had to do with metallurgical, geometric or mechanical problems, or with aspects related to the quality of the supplied products. Sidenor complies with all requirements and specifications provided by our customers, among which health and safety requirements, whereby no complaints linked to health and safety by end consumers were received in 2019 or 2020.