We take your anonymously givencomments in the survey to heart. Hence, we continue to expand our investments in our delivery performance, push the overall value of our products and service in balance with our pricing and maintain superior ratings in product quality. Investments in our plants, already improved inventory management offering you a more stable supply. M&A activities expand our network and will lead to further improvement on both the regional and global level.
Baret Arsomersujeva
Gustavo Maschio
Marco Olszewsky
Jyotirmoy Bhattacharjee
Nicole Sweet
Katharina Jax
Looking at absolute numbers case by case and into industry segments regionally, we do acknowledge the need to further raise the bar on account level. We are looking to deliver tailor-made solutions, increasing our reaction times in customer notification e.g., by digitalizing reporting on delivery times and making use of preferred treatment in strategic freight partnerships recently invested in.
RHI Magnesita bravely fought the massive supply chain disruptions around the globe by improving its processes, reacting faster by working locally – close to your own decision makers, and by investing approximately €500 million into inventories the world over.
Global Freight Deals
RHI Magnesita strives for an economical, ecological and fast advantage in delivery. To achieve this, we have built strategic partnerships, and are investing in infrastructure and digital advancements together with our logistics partners.
Europe, CIS & Turkey
In September, we welcomed Sörmaş in Türkiye to our global family. This enables us to significantly reduce raw material exports from Türkiye, instead converting them into finished refractories in this key growth region.
India, West Asia & Africa
In October, RHI Magnesita signed an agreement with Hi-Tech Chemicals in India to acquire their refractory business which produces high-quality flow control products, thus complementing our product portfolio in this region.
For example, we are increasingly investing in digital touchpoints and transit reports to provide our customers with maximum transparency. As an important step in further securing a steady supply chain, we have balanced out our ratio of shipment. In 2022, also, we have managed to reduce time to shipment. In terms of ecological progress, RHI Magnesita is proud to now offer a CO2-bio-fuel certification.
Since 2020, we have invested more than €250 million into our production network in the USA, Europe, and Brazil to improve efficiency and product quality, strengthen regional supply capabilities, and increase flexibility.
Recycling Center
Furthermore, in Europe RHI Magnesita inaugurated its first recycling center (St. Barbara-Mitterdorf / Austria). 25,000 tons of material per year can be recycled in this most modern center of the refractories industry fostering sustainability and circular economy together with its customers. Four million euros have already been invested in the recycling center, another seven million in the next few years.
CO2 footprint
Since 2022 we are proud – as the number one company within our industry to provide full transparency by disclosing the CO2 footprints of all our 200,000 products in our Technical Data Sheets. This enables our clients to:
RHI Magnesita is at the forefront of future-proofing the business through investments in innovation, thus also enhancing the Group’s sustainability profile and developing a talented team.
India, West Africa
Digitalisation in the region has gained traction and in 2022 the SAR+ was implemented to two customers in West Asia and Africa, and there was increased utilisation of the customer portal for solutions contracts. The EMLI (Electromagnetic Level Indicator) was installed at the tundish of a major steel customer in India, the first of its kind in the region. The APO was installed at two major customer sites in India on steel applications, and a further two were implemented in West Asia.
North America
Across technology and digitalisation, new contracts were secured for the Terminator XL (laser scanner for residual refractory lining measurement with Automatic Guided Gunning) and Hot Vision EAF (visualisation camera at high-temperature environment) with major American steel customers. Across the industrial space, digital refractory profile mapping was extended to cement and lime customers. In 2022, 17 steel customers in North America implemented the SAR+ (Refractory Application System) to collect data to control refractory consumption and this will soon be rolled out across non-ferrous metals too.
South America
Currently, the Group provides over 100 digital solutions to all the industries it serves. The Group’s leading research and development expertise combined with cutting-edge technologies like image recognition, Artificial Intelligence, and Blockchain have produced solutions like RefracChain (a platform which hosts smart contracts), LES (Lining Evaluation Scan), APO (Automated Process Optimisation), ARO (Automated Refractory Optimisation) and Connected Machines.
Europe, CIS, Turkey
A customer in Slovenia expanded its solutions contract to cover connected machinery and refractory optimisation, and another contract was won with a customer in Eastern Europe which included digitalisation tools and a stock management system. Digitalisation at the customer site continues to be a major focus, used as a tool to cement and win market share in the region. A contract was secured to supply a large French customer with the AGELLIS system, enabling visibility of the steel bath level in the tundish, and allowing for increased steel yield and lower costs. Another major customer in Eastern Europe implemented a suite of RHI Magnesita digital tools, including stock management, connected machines, a refractory consumption dashboard and the customer portal.
Discover where we set which action in detail by hovering over each spot.
We complete the customer relationship loop by not just providing materials, but by insuring the optimal installation of our materials at our customer sites. By working in their plants, often side by side with their employees, our customers see that we are committed to their operations and reduced downtime of their machinery. In 2022, a contract was secured for nine years, worth $150 million, for a steel customer based in the US. Another major steel customer has renewed solutions contracts across eight sites in the US, varying between one to five years tenure.
We have achieved the milestone of offering over 100 digital solutions across industries in the region. Our expertise and incorporation of advanced technologies like image recognition, AI, and blockchain have resulted in innovative offerings such as Refrac Chain, LES, APO, ARO, and Connected Machines.
In 2022 we joined forces with Horn & Co. Group to build "MIRECO", Europe's leading raw material supplier from secondary sources. This partnership opens new avenues in the circular economy for all our suppliers and customers in the steel, cement, glass, and other process industries.
RHI Magnesita’s mine in Chizhou was awarded the Green Mining Certificate in 2022 – we are the first and only foreign company receiving this certification so far. Restructuring our facilities and adapting our operations to earn this designation was a two-year-long process.
In November 2022, we signed an agreement on the acquisition of the Indian refractory business of Dalmia Bharat Refractories Limited, already successfully integrated into RHI Magnesita India.
Product Quality
Technical Support
Overall Value of RHIM Products
Local Sales/ Service Support
Complaint/ Problem Resolution
Customer Service Support
Delivery Performance
Delivering on our project evaluating our End-to-End value chain and our customers’ value perception drives our solution focused behavior and aims to adjust reaction time per customer further down the line. Learnings will be translated into our tools, process and set-up.
The customer satisfaction survey is conducted twice a year to give our organization the chance to perceive an overall satisfaction level with our performance. While we understand that different industries we serve, face different buying cycles it is important to us to deliver actions that contribute to your satisfaction timely and include the review given in our operational day to day business.
The ratings and comments submitted stay anonymous. We do take great care in reading, analyzing, and digesting your feedback. After each survey we run intense workshops x-functionally defining immediate actions on an operative level in each region. We also report all results to our Executive Management Team and Board of Directors so that real life customer voices contribute into decisions made on our company’s strategy.
Yes, while we are digesting all ratings and answers carefully as well as take your recommendations and feedback to heart, we comply with Data Protection policies and guidelines around the world. No personal information is being shared internally or externally.
Twice a year we invite all valid customer contacts within our mailing database to submit their feedback. Together with our sales teams we work hard to ensure that our survey invitation mailings are delivered successfully into your mailbox. Unfortunately, due to firewalls, spam filters, spelling mistakes, blacklists etc. it can happen that mails are not delivered as intended. Please contact your sales manager if you suspect any issues with your inbox or are in need for your contact data to be updated.
That’s a pity of course! Complying with all data protection laws you always can unsubscribe from our communication by clicking the unsubscribe button (“Update my preferences”) at the end of each mailing. We try very hard to only send highly valuable customer communication and your contribution in our efforts to improve in customer satisfaction is highly appreciated.
