- Piush Goyal, Managing Director, Kelley Material Handling Equipment India Despite the current situation in India as well as globally, Piush Goyal, Managing Director, Kelley Material Handling Equipment India, believes the material handling equipment sector is experiencing positive growth. “We are also experiencing double-digit growth of the e-commerce and warehousing sector,” he adds. Goyal shares more about the company's offerings and strategies deployed to reach out to buyers during the pandemic. What are the trending products in your industry and how do these reflect in the company’s offerings? Kelley Material Handling Equipment India is the Indian arm of Kelley®, which along with Serco®, is a global leader in loading dock equipment and HVLS (high volume and low speed) fans. We offer the full line of loading dock equipment and warehouse products to companies in India. This includes dock levellers, HVLS fans, dock bumpers, seals and shelters, vehicle restraints and impact-resistant overhead door products. Please introduce us to your top sellers. We invented the first air-powered dock levellers in 1994 in the US; since then, Kelley and Serco have the highest-selling dock levellers in the world. They are most advanced technologically with maintenance-free operation; hence, they are the most preferred product in the industry. Kelley & Serco HVLS fans move at a very slow speed and deliver a large amount of air, keeping occupants comfortable. A single Kelley HVLS big fan can cover a facility area of up to 20,000 sq ft depending upon site conditions; this eliminates the need for a large number of noisy wall-mounted fans that consume a huge amount of electricity. Tell us about the company’s emphasis on R&D and customisation. With the strong foundation of our full-fledged R&D centre at our US headquarters, we keep innovating technologies based on the ‘Voice of the Customer’ (VOC). We have around 150 patents and 125 trademarks, making us world leaders in our product. As our global president and managing director Michael Eastabrook says, “Kelley and Serco have a unique value proposition that is truly focused on the VOC and total lifetime cost of ownership. Customers are always first in our design considerations and effort to innovate.” How are you overcoming challenges faced in this pandemic year to reach out to buyers? To ensure greater customer service during the crisis, we provided management and employees with all necessary knowledge. Both management and front-line employees must be involved in awareness, prevention and business continuity protocols. An SOP of prepared crisis management responses also ensured that our frontline team members and service engineers responded to all customer queries in a confident, realistic, helpful and consistent way. How do you ensure quality through your offerings? Customers ask for a Kelley or Serco dock leveller or HVLS fan because of our safety, quality, reliability, productivity, operational ease and, above all, world-class product support. All our products are conceptualised and designed considering the above parameters. Kelley India has a standard practice to visit the customer site, review all the data and then suggest the right product. This ensures the right product goes to the right customer; such a personalised approach always benefits in the long term.