How important is customer service in the oil and gas industry? Isn’t a good product at a good price all that’s required?
An article from Deloitte Consulting, published in The Wall Street Journal, offers an answer: “Unfortunately, the strategies that differentiated oil and gas companies in the past – an exclusive product formula or a slightly better price, for example – may no longer be sufficient. Disruptive technologies, increasing access to data, and new ways of engaging with suppliers are changing the relationship between companies and their customers.”
That shift in the buyer-seller relationship is one reason why TechTAC® emphasizes customer service, in addition to a quality product. The company’s core values include a commitment to build “lasting customer relationships and try to consistently exceed customers’ expectations.”
Customer Service in the Oil and Gas Industry
A decade ago, the TechTAC® team saw a growing problem in the oil field equipment industry. The customer service in that market often lagged behind what was typical in other industries. Production and delivery timelines for downhole equipment, for example, could be weeks or even months. And when problems occurred, service companies were sometimes caught between manufacturers and rig crews, who each felt the other was at fault.
Service that Exceeds Expectations
To be the best possible partner to service companies, TechTAC® needed a different approach. The team made a commitment to:
- Ship or deliver most orders within 24 hours. While no process is perfect, the vast majority of TechTAC’s anchors are delivered or shipped within 24 hours of receiving the order. The company maintains an inventory of its most popular TACs to ensure a quick turnaround time. The same process applies to anchor parts.
- Solve problems instead of pointing fingers. If an issue arises involving a TAC, the problem could stem from several factors. Sometimes the product is damaged, while other times proper setting and releasing procedures haven’t been followed. Rather than swap a dozen voicemails or emails, TechTAC® field personnel are instructed to work directly with the dealer, get onsite and break down the anchor together to identify the root cause.
- Be experts in all things TAC. Operators and service companies will frequently reach out to TechTAC® field personnel with questions about product capabilities, setting procedures and unique downhole conditions. Ensuring that knowledgeable people are available to answer those questions is essential. All TechTAC’s field personnel have built and disassembled thousands of tubing anchor catchers, often working alongside service companies and operators.
A Partnership Across North America
Today that commitment to best-in-class customer service in the oil and gas industry has helped TechTAC® establish lasting relationships with more than 130 Authorized Dealers throughout North America. “We understand dealers come to us for a high-quality product,” said Luke Reary, TechTAC’s director of product management. “But they stay with us because of our customer service commitment.
“That’s the way it should be,” he added. “We feel a responsibility to build trust with every customer interaction. We’re not perfect, but we do our best to always conduct business with integrity and urgency.” Established in 2004, the TechTAC® team includes highly skilled machinists, mechanics and field personnel in locations throughout the United States. To learn more, contact TechTAC® today.
