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Customer loyalty 2022
Nested Applications
Sustainable technologies
Making our customers' products and processes as economical, efficient and sustainable as possible, is one of our most important goals and a central aspect of our commitment to customer loyalty. By making targeted improvements to existing productions and applications in 2022, we succeeded in increasing the competitiveness and thus the economic success of our clientele in a variety of ways.
Hereafter, we present selected examples of how our gases and gases applications contributed to our customers' satisfaction in 2022, and thus to their loyalty to our company.
UN Goals Customer loyalty
Products and applications for industrial production
Gases and know-how for additive manufacturing
Messer has developed a product line for additive manufacturing with metallic materials under the brand name Addline. It comprises protective, conveying and cooling gases that are required during the production of powder materials, during their transport and storage, during the actual printing process and during post-heating treatment. The targeted selection and composition of the gases, and their technologically adapted use, are intended to significantly improve the efficiency and quality of the processes. This applies to both single-stage and multi-stage processes.
Greater productivity in extrusion
The use of nitrogen can significantly increase productivity in extrusion. Messer offers the INCAL process for this purpose: Supercooled liquid nitrogen is fed through the support die to the forming zone, where it evaporates on the profile surface and develops its cooling effect. At the same time, the tool and the profile are inerted and thus protected from oxidation. This makes it possible to achieve a performance increase of 20 to over 50 percent. Surface defects are reduced and reproducible results are guaranteed.
World's first dry ice saw from series production
With its "AAS" electric dry ice saw, ASCO Carbon Dioxide is the world's first supplier to mass-produce this technology. The new development cuts up to 600 dry ice slices per hour. This high production rate allows the utilization of several dry ice machines. With the same production cycle, the production of dry ice slices can be doubled or tripled.
USA: Sustainable solution for sintering metal powders
Messer developed a new technology to optimize productivity, energy efficiency and environmental protection in the sintering of metal powders. It increases furnace throughput while reducing energy consumption and emissions. The solution removes almost all lubricants and 99 percent of volatile organic compound (VOC) emissions and can thus help metal powder manufacturers meet their customers' specifications as well as their production and sustainability targets.
France: Super-smooth glass with oxygen
Glass is given a particularly smooth surface by flame polishing. This is particularly important for the flasks and jars produced by glass manufacturer Zignago Vetro Brosse. The company in Vieux-Rouen-sur-Bresle in the Norman "Valley of Glass" specializes in the production of high-quality containers for fine perfumes and cosmetics. Oxygen from Messer helps to optimize the production process: in flame polishing, a very thin layer is melted onto the glass surface of the already finished container. During curing, the changed surface tension produces the outstanding smoothness and fine gloss of the glass. Mechanical or chemical polishing (acid treatment) are standard methods, which are more costly and have a higher environmental impact.
Germany: Dry ice replaces quartz sand for mold cleaning
The Bad Langensalza light metal foundry carries out daily mold cleaning with the ASCOJET 1701 dry ice blasting unit. The dry ice pellets required for this are produced on site with an ASCO Dry Ice Pelletizer A120P. According to Managing Director Hagen Stein, quartz sand was previously used to clean the casting tools.
However, this method produced significantly more abrasion on the tools. In addition, the repair effort on the machines' hydraulic cylinders was increased because adhering quartz sand led to wear of the seals. The use of dry ice blasting reduced costs and increased the efficiency of the cleaning process.
China: Supply concept exceeds expectations
For an upcoming capacity expansion, Messer commissioned a central on-site supply system for liquid nitrogen at a customer in China at the beginning of August 2022. The customer, one of the leading manufacturers of electronic chips for the automotive industry, uses liquid nitrogen within its testing processes to create a low-temperature environment. Compared to the original Dewar solution, this has reduced liquid nitrogen consumption while cutting costs by 45 percent. In addition, the on-site supply is more reliable and efficient. Along with the central gas supply, a liquid nitrogen tank was also constructed on the customer's site, and the construction of a back-end vacuum line was implemented.
Products and applications for welding and cutting
Gas technology for the aluminum industry
In welding, cutting and 3D printing, the selection and purity of the gases play a decisive role. With its Aluline product group, Messer offers gases specially developed for this application. Among other things, they ensure a focused arc, concentrated heat input and a deep and narrow penetration. Other advantages include higher welding speeds, less distortion and less preheating. Aluline gases can also serve as an economical alternative to high-priced helium.
Gases offer solutions for sustainable optimization
Messer offers numerous solutions for process optimization in welding and cutting. The Messer portfolio contains specific gas mixtures, including those for material processing by laser. In addition, there are tailor-made solutions for individually adapted mixtures. There are further special product ranges for non-alloy and low-alloy steels, for TIG, MIG and MAG welding of high-alloy steels, for welding aluminum and non-ferrous metals, as well as for all work steps in additive manufacturing. In addition, Messer offers various solution approaches and particle filter technologies to protect the laser cutting systems and maintain their efficiency.
Spain: Gases for auto parts
Automotive supplier Gestamp uses a whole range of gases from Messer in metalworking, including liquid nitrogen, argon and CO2. In 2021, Messer installed three tanks at Gestamp's production sites in Orkoien and Noain near Pamplona to increase replenishment capacity. Since April 2022, Messer has also been supplying cylinder gases to the company, including oxygen, acetylene, nitrogen, argon and the welding gas mixtures Ferroline and Lasline. The gases are used in the areas of stamping, welding and hydroforming. Gestamp is a multinational group with over 40,000 employees in the main centers of the automotive industry in more than 20 countries. Volkswagen, for example, maintains a production site in Pamplona.
Switzerland: Laser technology creates complex shapes
The Lastech company expanded its production capacity with a 3D laser cutting and welding system. It can process complex cubic components with a sheet thickness of up to 12 millimeters. The family-owned company based in Mellingen, Switzerland, specializes in sheet metal processing and has more than 30 years of expertise in this field. In addition to the cutting gases Oxycut and Nitrocut, Messer also supplies the resonator gases for the lasers as well as welding shielding gases such as Aluline He50 N and Ferroline C12 X2.
Hungary: Soldering protection from our own generator
The Bavarian family-owned company Zollner manufactures electronic components, modules and mechatronic systems. Large quantities of nitrogen are needed for the indispensable protective atmosphere during soldering. To meet the growing demand, Messer installed a nitrogen generator at its Hungarian production site in Vác. Since its foundation in 1965, Zollner has developed into one of the world's 15 largest suppliers in the field of contract manufacturing of electronic assemblies (EMS). Of its 23 production sites, two are located in Hungary, both of which have been sourcing their gases from Messer for many years. In Vác, they are used for soldering electronic components, while in Szügy they are used for laser cutting, TIG and MAG welding as well as robotic laser welding.
Hungary: Table tennis meets soccer
Teqball, a sports technology innovation from Hungary, requires kicking with a ping-pong feel. As in soccer, the ball can be touched with any part of the body - except the arms and hands. Teqball was the brainchild of ex-professional soccer player Gábor Borsányi. The curved table he invented makes the game faster and more direct. It is supported by a stable steel structure whose individual parts are cut to size by a tube laser cutting machine. High-purity Nitrocut (nitrogen 5.0) from Messer is used as the cutting gas to ensure that the cut surfaces do not oxidize and have optimum properties for the subsequent welding processes. The welding of the steel structure is to be carried out in the future by a robot welding station, where a three-component mixture is planned as the shielding gas.
Products and applications for food
Gases against waste
The shelf life of food is a decisive factor - both in terms of ensuring a sufficient supply of food for humanity and in terms of the ecological footprint. According to the aid organization Welthungerhilfe, 1.3 billion tons of food end up in the trash every year. This corresponds to one third of all food produced worldwide. Protective gas packaging protects food from rotting and extends its shelf life. The technical terminology refers to modified atmosphere packaging (MAP).
Carbon dioxide is particularly good at slowing down the growth of bacteria and mold. Nitrogen prevents oxidation processes and also reduces germ growth. Both gases can be used individually or as a mixture for MAP. In meat products, oxygen maintains the red color of the meat and inhibits the development of anaerobic bacteria. Plant foods require a certain oxygen concentration in the packaging to maintain cellular respiration. Messer supplies MAP gases as ready-made standard mixtures in cylinders; however, they can also be individually mixed at the production site using gas mixers. All gases used for this purpose comply with legal requirements and are certified as foodstuffs.
Fertilizing with gas
Numerous plants provide valuable proteins that can replace meat, fish and dairy products when processed appropriately. Novel protein sources such as algae or insects open additional opportunities to save both cultivation area and emissions while producing high-quality, healthy food. Greenhouse cultivation also contributes here. It extends the growing season and makes a higher yield possible on the same area. With the targeted use of CO2 extracted from industrial exhaust air, an additional increase in yield can be achieved here: The CO2 serves as a plant nutrient and, along with light and water, is one of the most important building materials of any plant growth. By increasing the concentration of the greenhouse gas in the greenhouse atmosphere, it is possible to increase growth. In trials with peppers, CO2 fertilization resulted in an additional yield of over 30 percent. At the same time, the carbon dioxide absorbed is removed - at least temporarily - from the atmosphere.
Cryogenic mixing and freezing
Whether vegetable or animal, many products today are processed industrially, the various ingredients are mixed by machine. Low temperatures are required to prevent the mixed product from being attacked by harmful microorganisms. Cryogenic processes using cryogenic gases are the fastest and gentlest way of cooling. Speed is also useful for deep-freezing: Products that have been cryogenically frozen are hardly distinguishable from fresh ones after thawing. The high freezing speed of cryogenic freezers also saves time, reduces space requirements and enables particularly efficient processes. In addition, cryogenic mixer cooling with nitrogen or carbon dioxide displaces ambient air from the process environment. This prevents the chemical reaction of oily-fatty components of the mixed material with oxygen, which we perceive as a rancid odor or taste. In this way, the gases already help to extend the shelf life of the food during processing.
USA: Product quality and reliable CO₂ supply for the beverage industry
Messer supports beverage producers in ensuring first-class product quality and offers a high level of supply reliability for CO2. Reliability became enormously important during the COVID-19 pandemic, as there was limited supply of CO2 feed gas and increased demand. Messer invested in optimizing existing CO2 production plants to ensure consistent delivery. The result was continued reliable supply of high-quality CO2 for beverage production.
USA: Innovative solutions for protein processing companies
Building on decades of practical experience, Messer develops innovative cryogenic solutions for protein-processing food companies. These technologies can optimize existing processing lines and make them more efficient.
In 2022, the hundredth cooling system with nitrogen bottom injection was installed. This cooling technology developed by Messer improves the capacity, quality and safety of production processes that traditionally use carbon dioxide. At a large poultry processing plant, Messer's Individually Quick Frozen (IQF) freezing solution increased production by 50 percent while freezing costs fell by 43 percent.
USA: Better processing of prepared foods
Messer's latest freezer and refrigeration solutions help processing plants to increase production, use labor efficiently and achieve set production targets. The new, patented "Wave Impingement Freezer" enables production increases of up to 50 percent for IQF products, such as pasta or chicken wings and pieces. The freezer combines the efficiency of nitrogen impingement freezing with adjustable wave motion, which improves product quality and also reduces labor. Spiral freezers from Messer handle a variety of foods, including pizzas, gourmet snacks and burritos. These freezers feature high flexibility and enable productivity increases even in existing plants. They are also reliable, easy to operate and maintain, and offer large freezing capacities in a small footprint.
Spain: Gourmetgas protects Ensaïmada
Industrial Productos Típicos de Mallorca (Inprotima) is one of the largest bakeries on the Balearic Islands and produces typical Majorcan pastry products. For the protective gas packaging of its baked goods, the company uses Gourmet N60 from Messer, a mixture of 60 percent nitrogen and 40 percent CO2. The gas prevents mold growth and maintains the fresh appearance of the products. As a result, they can be enjoyed fresh as popular souvenirs from the island, even at distant destinations. One of Inprotima's signature products is the ensaïmada, a pastry made from sugared, fermented dough that is baked in the oven.
Hungary: Guaranteed frozen in the gastro kitchen
In 2019 METRO launched a pilot project in Hungary: for the first time, Messer's Siber system was used for dry ice cooling at the branch in Székesfehérvár. Gastronomic establishments on Lake Balaton and Lake Velence are supplied from there. Today METRO uses the Siber system for the delivery of all frozen goods, including fish, meat and delicatessen. The versatility is one of the biggest advantages. In addition, it was possible to continue using the existing refrigerated containers by converting them to Siber technology cold packs. Messer helped to overcome the technical challenges of the changeover. Customers are very satisfied with the new solution: Even in the greatest summer heat, the goods arrive as cold as if they had been freshly taken out of the freezer. At the same time, non-refrigerated, refrigerated and frozen goods can be transported in the same vehicle - a unique selling point in Hungary and thus a real competitive advantage.
Products and applications in the field of specialty gases
More capacity created in specialty gases
Messer has greatly expanded its capacity in specialty gases in order to be able to serve customers even more comprehensively with these products. The specialty gases product area includes liquid helium, gases of high purity, noble gases, standard and individual gas mixtures, as well as the fittings and gas supply systems required to use the gases. The gases, which are filled pure or mixed, meet the highest purity requirements. Messer also has a broad knowledge of the behavior of a wide range of gases. In addition to the typical standard mixtures, for example for the food industry, for environmental analysis or for lasers, individually composed gas mixtures are also produced for special purposes.
One example of this is "banana gas". It consists of four percent highly flammable ethene (C2H4) held in check by 96 percent inert nitrogen. The gas restarts the ripening process that was interrupted when the bananas were transported to Europe or North America.
Spain: Environmental analysis with special gases
Messer installed the gas supply system for a new laboratory at AGROLAB in Tarragona, which offers investigations in the field of environmental protection. High-purity gases such as nitrogen, synthetic air, oxygen, helium and argon, which also come from Messer, are used there. The new laboratory analyzes drinking water and wastewater samples, contaminated soils, air quality and exhaust emissions, among other things. In addition, AGROLAB's range of services also includes the analysis of food and animal feed. The company is part of the AGROLAB GROUP, which operates throughout Europe.
Satisfaction of our customers
Our customers’ satisfaction is a fundamental indicator of our success. That is why Messer continuously monitors the level of satisfaction and asks about individual needs. From the results, we derive improvements to our products, processes and services. In this way, we strengthen our customers’ performance - thus their satisfaction and loyalty.
Customer satisfaction surveys
We measure customer satisfaction through systematic surveys and integrate the results into our management processes. With the Net Promoter Score (NPS) we have introduced an additional indicator for customer satisfaction analyses.
In Europe we conducted customer satisfaction surveys across eight portfolios at six Messer companies in 2022, namely in France and Spain as well as in Germany, Switzerland, Hungary and Serbia. A total of 13,454 companies were contacted. Subsequently, 853 questionnaires were evaluated and the results summarized by region. The ratings were made on a scale from 1 for "very dissatisfied" to 10 for "very satisfied."
The Western European companies received an average rating of between 8.1 and 9.0, compared with 8.4 and 9.0 in the previous year. Despite this slight deterioration, the overall result remains at a high level.
The Central and Eastern European companies achieved an average rating of between 9.3 and 9.4. This result is also at a high level. Potential for improvement was identified and implemented for the individual countries to further increase customer satisfaction.
In 2022 the US bulk business conducted a customer satisfaction survey. This focused on customer satisfaction regarding Messer's products, services, safety and brand awareness. The survey results showed above average performance in overall satisfaction. The teams continue to focus on strengthening customer satisfaction and loyalty through speed, simplicity, consistency, relevance, transparency and personal contact.
Interaction with our customers
Our information offerings and the opportunities for collaboration with our clientele are diverse. Digital communication and information offerings as well as online meetings are playing an increasingly important role - as the following examples from 2022 also show.
Interaction with our customers Examples
"Gas Scout" finds the right gas - at the click of a mouse
For anyone looking for the right gas for a welding application, Messer offers an uncomplicated solution: the "Gas Scout". All that is needed is to select a few process parameters online, such as material, welding process, welding position and material thickness. Just one mouse click later, the "Gas Scout" displays an overview of suitable standard gases. It also provides useful information and links for downloading product data sheets, flyers and posters. Another strength of the "Gas Scout": practical tips in the form of short videos by our experts for experts.
Microsite shows hydrogen expertise
Messer launched a new microsite in 2022 that highlights our expertise and concepts in the field of hydrogen and shows the benefits of working together. The microsite focuses on Messer's hydrogen concepts: the "One-Stop-Shop", which makes it easy for operators of bus fleets to opt for environmentally friendly, hydrogen-powered buses; the "On-Site-Concept", which makes the production of hydrogen as economical as possible; and the "H2-Refueling-Solution", which focuses on high-performance solutions for hydrogen refueling. The continuous maintenance and expansion of the microsite ensures that the information offered remains up to date.
Brazil: Virtual tour creates connection with customers
As a result of the pandemic, Messer Gases Brazil sought ways to get closer to its customers - whether they operate nearby or far away. The team developed a virtual tour platform that simulates a real site with a virtual yard, including rows of gas cylinders, a bulk gases truck and air separation units. The virtual meeting room can be used to view the corporate video, schedule appointments with Messer representatives, request a quote, visit the Messer Store website, download product sheets and access the company website and social media channels. Initially developed for the healthcare segment, the success of the virtual tour has led to virtual tours being designed for other business segments as well.
Brazil: Launch of Messer e-commerce store
In addition to our call center, the Messer Store give Brazilian customers safe, practical, and fast access to e-commerce functions. Continuous innovations helped to establish Messer Gases Brazil on the local market and to offer the best products and solutions to the customers. In the Messer Store, purchases can be made and deliveries tracked in the same place. This is faster and more convenient than phone calls to customer service to ensure the supply of Messer products.
Hungary: Up to date thanks to webinar
When it comes to welding and cutting, Messer has a solid specialist audience in Hungary. The Messer Innovation Forum has attracted great interest among experts for years. In order not to lose this loyal audience in times of pandemic, Messer offered its forum as an online event - with success: Around 150 participants took advantage of the webinar, which focused on innovations, safety and health issues in 2022. As a new and very specialized field, manual laser welding attracted a lot of attention.