Offering comprehensive solutions to clients not only involves delivering a defined service but also requires an advisor's mindset to understand the client's needs and seek options that address those needs.
It is a value proposition that needs to be culturally integrated among the company's workers. In other words, a new mindset that is already being instilled at ME Elecmetal globally.
Clients look for innovative solutions through their suppliers' service portfolios. However, client challenges vary and evolve in daily operations. Additionally, they are linked to regulatory changes in each country.
In the case of ME Elecmetal, besides having a broad service portfolio associated with various mining processes—such as crushing, liners, grinding, and services to different stakeholders—there is now a team of collaborators who can identify challenges together with the client to address shared solutions.
To achieve this consultative selling, the team has established continuous learning in mining topics as a permanent element to foster a closer commitment to needs and innovative solutions.
And beyond understanding the client's needs, this new mindset or culture implies active involvement and empowerment of ME Elecmetal’s technicians and professionals to participate in the solutions.
For this purpose, at the South American operation level, various tools have been made available to enable team participation in scenarios that open collective spaces.
“From the Managers Committee, we are convinced of the value of participatory processes; in fact, respect and dignity are part of our Elecmetal Seal and people are at the center of our sustainability strategy.”
As an example, through a connection in the liners area, the need arose to develop a type of bolt with greater durability for mills. In this case, alternatives were explored, and ultimately the company delivered a solution to the client, also opening a new business line.
Like this case, there are various others that are tested and eventually become one of ME Elecmetal’s comprehensive solutions and, potentially, a new business.
