Category Archives: Customer Service

WHAT WE DO BEST

The automated valve market in North America is nearly $1.5 billion and growing. That means BI-TORQ® Valve Automation is part of a very large industry–it would be easy to get lost in the shuffle. Thankfully, we have no desire to be one of the many “me too” companies in the marketplace, so we have tried to differentiate ourselves in five distinct ways:

Top rated customer support

We built BI-TORQ® Valve Automation from the inside out, meaning that our emphasis is on an experienced technical sales staff well-versed in a variety of applications. While some of our competitors have customer service people simply taking part numbers from a catalog, our inside sales staff provides expertise unparalleled in the industry. This ensures you will get a valve automation package that will suit your needs.

Easy interchanges

Thanks to our many years of experience and deep knowledge of the industry, our technical sales staff can provide an interchange for many valves and actuators already installed in the field. Most of the time, we can use our competitors’ basic part numbers to determine the best product to replace a unit, which is ideal for MRO business. We also will ask the right questions to ensure that we are not replicating an existing problem.

Retrofit kits

For more than 30 years, we have designed and manufactured valve automation hardware to mount virtually any valve to any actuator. That means we can replace just part of the assembly in the field of automate a manual valve. For example, if a valve fails but the corresponding electric actuator works fine, we can supply a new valve with a retrofit kit to the actuator. It also allows your customers to use storeroom stock by combining product already in inventory.

Custom Design

Over the years, our design engineers’ favorite saying has been “anything’s possible . . . just ask!” We understand that one size doesn’t always fit all when it comes to valve automation, so we can provide custom designs to fit your system. Need one pneumatic actuator to operate three valves at once? Or do you want to extend a gear operator out of a tank valve by 15 feet?  Perhaps you would you like a 3D Solidworks file to drop into your design? Just let us know what you need and we will do the rest. Coming up with creative solutions for tough applications is our specialty.

 It all adds up to the best bang for the buck in the industry

Not only do you get our years of expertise, on-demand custom design, huge inventory, and friendly sales support, you also get some of the most competitive pricing in the industry. Whether you are ordering a single part or involved in a large project, you will get the attention and solid pricing that you need. We are an international business with a positive atmosphere befitting our status as a family-owned business since 1981.

CUSTOMER SERVICE PHILOSOPHY: DO THE RIGHT THING EVERY TIME

20 years ago, BI-TORQ® Valve Automation started with a modest concept: to simplify the selection and purchase of automated valve packages. Over the past two decades, that philosophy has helped us become one of the most trusted brands in the industry. Our goal always has been total satisfaction and we have been able to achieve that through dedicated customer service practiced by every member of our team.

Valve automation made easy:

Prior to the mid-1990s, the process of automating a valve generally consisted of buying a valve from one vendor, a pneumatic or electric actuator for another supplier, and oftentimes hardware to bring them both together from a third party. The origin of the BI-TORQ® InstruPak in 1995 helped to change that concept by packaging quarter-turn ball valves, actuators, and hardware into one package completely assembled and ready to be field installed with minimal effort. As we added automated butterfly valves and thermal shut-down assemblies, we maintained this “single supplier, single part number” approach.

Full technical support/application assistance

We built BI-TORQ® Valve Automation “from the inside out,” meaning that our emphasis is on an experienced technical sales staff well-versed in a variety of applications. While some of our competitors have customer service people simply taking part numbers from a catalog, our inside sales staff provides expertise unparalleled in the industry. This ensures you will get a valve automation package that will suit your needs. Coming up with creative solutions for tough applications is our specialty: anything’s possible—just ask.

Quick turnaround

Not only will you get an accurate quotation based on service conditions and the media flowing through the pipeline, you also will get it quickly. We know our customers are busy; by getting quotes over quickly, we allow them to get information to the end user and move on to the next project.

In addition, we carry a large inventory in our centrally-located Midwest facility with a variety of combinations of quarter turn valves and automation options ready to ship for emergency shutdowns or special needs.

No hassles, only happiness

We empower our employees to make the best decision for the customer. This allows them to make the right call without any undue delay. We follow after this philosophy when it comes to moving orders up on our schedule, handling returns and repairs, not enforcing minimum order quantities, or any other aspect of making our customers happy. Complete satisfaction is our goal for all our customers and end-users.

Fair and stable pricing

You don’t see continually updated pricing, unreasonable mark-ups or price gouging from   BI-TORQ® Valve Automation. Our philosophy always has been about maintaining business for the long-term, not trying to make a fast buck. We are all about building relationships and understand the best way to do that is to be fair every time, ensuring you can be competitive in any situation.

Over the past two decades, we have selected a tremendous team whose sole focus is total customer satisfaction. We are proud of what we built, but more important, we are proud of who we are: an organization focused on doing the right thing every time.