When you’ve been doing something well for nearly 140 years, it’s easy to get complacent – but that’s not the way we work here at BOC.
We’ve long been the market leader and a pioneer within the industrial gases sector and we intend to stay that way by reimagining the industry and making sure it’s keeping pace with the transforming world around us.
After all, who’s in a better position to help define how the industrial gases industry moves forward?
“Customer expectations and the technology available to us have moved on significantly in recent years and we need bigger and different thinking to remain at the top of the market. We don’t want to just be comfortable or find ourselves constrained by older ways of working – we want to move forward and make sure we’re always making improvements, both for us and our customers,” explains Oliver Pfann, Head of Region Africa, UK & Ireland.
What does a reimagined industrial gases industry look like?
To offer the greatest benefits to our customers, the first areas we are focusing on our customer choice, delivery excellence and data and innovation.
Our customer is king
Customers today instinctively know what great service looks like and in an increasingly competitive landscape, they want brands to make things as easy and straightforward as possible for them. The B2B brands they work with are increasingly being compared to the trailblazers like Amazon and Uber and the no-hassle, great customer experience they provide. We’re always listening to customer feedback and tackling their pain points by implementing solutions that make their lives easier, from creating an intuitive online customer environment that allows people to place orders, manage products and pay bills when they want, to using data and smart tech to predict what customers need before they even realise themselves.
Deliveries that fix problems, not cause them
With around 5,000 deliveries made by us every day we want to make sure our customers get exactly what they need, when they expect it. Whether it’s using predictive maintenance to help prevent problems before they arise or using smart tech to track cylinders in real-time, we’re giving customers the confidence we’ll be there when they expect us to be.
There’s no denying that data is everywhere, and we want to use it to our customers’ advantage by helping them see the bigger picture and giving them the information they need to make the best decisions for their businesses. Smarter logistics can help customers keep track of their assets – reducing delays and disruptions, while augmented reality and video technology can help us find and fix faults remotely, saving time and money.
These changes are just the start of our journey to reimagine the industrial gases industry, to think differently, and find better ways of doing things for the benefit of our customers and the industry as a whole.