How a fantastic assortment is trumped by even better service

Morgan Janson is the Instrument Manager at Nordic Paper in Kristinehamn, Sweden, and a longtime Fagerberg customer. Yet, while he is dazzled by the numerous valves and flow meters he and his colleagues have received over the years, he remembers another delivery a little extra.

“They have plenty of stuff,” says Morgan Janson, explaining that Nordic Paper mainly needs valves and flow meters. In addition to the vast product range, what makes Fagerberg unique is its personal contacts.

“If I have a problem and think about whether I have the right valve, I just need to access the data and call Fagerberg. They listen, test, and get back with quick and smart suggestions. The fact they have experts on everything, given the size of their portfolio, is exceptional.”

According to Morgan Janson, Fagerberg and Nordic Paper are two of the same. They are problem-solvers, and there is never any sorrow when this Warmland customer interacts with a supplier from Göteborg.

“They are people you like and find easy to talk to. Also, their service level is incredibly high,” he adds.

A prime example is when the Bäckhammar facility in Kristinehamn had a minor stoppage. The valves didn’t quite fit, so Morgan called Fagerberg. They listened and said they had an alternative in stock. He asked them to send the valves by taxi, but Fagerberg didn’t do that.

“The sales guy got behind the wheel, drove here, and left the parcel by the gate at night. Then he took a picture and sent it to me. Already that morning, we could start the switch. Simply awesome,” says Morgan. He adds that he has faced a similar dilemma several times and how Fagerberg, the very same day, solved the problem and sent products by express courier.

“It’s one hell of a service level, pure and simple,” he finishes.