Forging Trust and Excellence: How KND Steel Elevates Customer Experience in the Carbon Steel Industry
In today’s fast-evolving manufacturing landscape, customer experience (CX) is no longer just about delivering a high-quality product—it’s about building long-term trust, offering seamless service, and providing tailored solutions. Few companies embody this philosophy as strongly as KND Steel, one of India’s most trusted and leading manufacturers of Low, Medium, and High Carbon Steel Strips.
For over four decades, KND Steel has been a key player in the steel industry, serving OEMs across Automotive, Electrical, Aerospace, Railways, and Defence sectors. With a steadfast commitment to quality, customization, and service excellence, the company has earned top ratings from customer audits and built long-standing relationships with industry giants like JCB, Yamaha, Maruti, Hyundai, Tata Motors, Havells, and C&S Electric.
Beyond India, KND Steel has expanded its footprint to global markets, including Sydney, Dubai, Abu Dhabi, and California, reinforcing its reputation as a reliable international supplier. But what truly sets KND Steel apart is its customer-centric approach, its resilience in navigating industry challenges, and its drive for continuous innovation.
To delve deeper into the company’s CX philosophy, competitive strategies, and future growth plans, we are joined by Mr. Panckaj N Umrania, Executive Director of KND Steel. In this interview, he will share insights on how KND Steel is shaping the future of customer experience in the steel industry and ensuring that its clients—both in India and globally—receive nothing less than excellence.
Let’s begin.
Welcome, Mr. Panckaj N Umrania, Executive Director, KND Steel
Customer-Centric Approach
Q1. KND Steel has consistently received top ratings from customer auditors. What key strategies and values have contributed to this unwavering trust and high level of customer satisfaction?
PNU: At KND Steel, our commitment to quality, reliability and customer satisfaction is deeply embedded in our core values. We achieve this through stringent quality control measures, a proactive approach to understanding customer needs and a strong emphasis on relationship building. Our dedicated team works closely with OEMs to ensure compliance with global standards, timely delivery and seamless service. Transparency, continuous improvement and a clear focus on adding value to our customer’s operations have earned us top ratings from customer auditors time and again.
Q2. How does KND Steel ensure a seamless and customized experience for OEMs across diverse industries such as automotive, electrical, and aerospace?
PNU: We recognize that each industry has unique requirements and we tailor our solutions accordingly. Our expertise in cold rolled carbon steel strips allows us to provide precise specifications, thickness tolerances, microstructure and surface finishes that align with the needs of automotive, electrical and aerospace OEMs. Through advanced equipment’s, customised production lines and just-in-time delivery models, we ensure that our customers receive materials optimised for their applications. Additionally, our dedicated customer support team and technical assistance further enhance the seamless experience.
Navigating Challenges in the Steel Industry
Q3. The Indian and global steel markets have seen fluctuations due to economic conditions, supply chain disruptions, and competitive pressures. How does KND Steel adapt to these evolving challenges while maintaining quality and customer focus?
PNU: KND Steel takes a proactive approach to market fluctuations by maintaining strategic inventory levels, fostering strong supplier relationships and leveraging our robust supply chain network. We continuously invest in process optimization and automation to ensure cost efficiency without compromising quality. By staying agile and closely monitoring industry trends, we can anticipate challenges and adapt swiftly. Our customer first approach ensures that we communicate transparently and work collaboratively with clients to mitigate any potential disruptions.
Q4. With the rise of low-cost imports, how does KND Steel differentiate itself and continue to provide value-driven solutions to customers?
PNU: While low cost imports may offer short term savings, KND Steel provides long term value through superior quality, reliability and technical support. Our focus on precision manufacturing, adherence to international standards and rigorous testing ensures that our products outperform cheaper alternatives. Additionally, our deep understanding of customer applications enables us to provide tailored solutions rather than one size fits all materials. Our commitment to consistency and partnership driven service fosters trust and loyalty among our customers.
Innovation & Customization for Enhanced CX
Q5. Customization is a key demand in the steel industry. How does KND Steel leverage innovation and technology to tailor solutions that meet the specific needs of OEMs?
PNU: We utilise state of the art machinery to produce customised steel strips with precise dimensions, mechanical properties and surface finishes. Our R&D team works closely with clients to develop unique solutions for their applications, whether it’s enhancing material strength, improving corrosion resistance, or ensuring compatibility with high performance processes. Our rigorous quality control guarantees that each batch meets our customer’s required standards.
Q6. Can you share an example of a customer challenge that KND Steel solved through an innovative or customized approach?
PNU: A leading automotive OEM faced issues with inconsistent tensile strength in steel components, leading to higher rejection rates. KND Steel collaborated with their engineers to analyse the root cause and developed a proprietary heat treatment process that ensured uniform tensile strength across batches. This not only reduced material waste but also improved the overall efficiency of their production line, leading to cost savings and enhanced product reliability.
Global Expansion & Customer Trust
Q7. KND Steel has a global presence in UAE, US and Australia. How do you ensure that international customers receive the same level of service and product quality as your domestic clients?
PNU: We uphold a uniform standard of excellence across all our global operations by implementing strict quality control protocols, leveraging advanced logistics networks and ensuring that our local teams are aligned with our company ethos. Our regional offices facilities enable faster deliveries and our technical support teams provide real time assistance to customers worldwide. Regular audits and feedback mechanisms help us maintain consistency in both product quality and service experience.
Q8. What measures does KND Steel take to build long-term relationships and maintain trust with international OEMs?
PNU: We believe in fostering partnerships rather than mere transactions. Our long term approach includes offering dedicated account management, flexible supply chain solutions and co-development opportunities with OEMs. Regular site visits, technical training sessions and open communication channels ensure that we stay aligned with our customer’s evolving needs. By consistently delivering on our promises, we have built a reputation as a trusted global supplier.
Future Growth & CX Evolution
Q9. As the industry evolves, how is KND Steel preparing for the future in terms of digital transformation, sustainability, and customer engagement?
PNU: KND Steel is continuously evolving to stay ahead in a dynamic industry. We are enhancing our manufacturing processes with advanced automation, real-time monitoring and data-driven decision making to improve efficiency and precision. To ensure long term operational excellence, we are optimising resource management and refining production techniques for greater reliability and cost effectiveness. Our customer engagement strategy focuses on strengthening communication channels, streamlining order management and offering tailored solutions to meet the specific needs of our global clients.
Q10. What upcoming developments or expansions can customers look forward to in the next few years?
PNU: We are expanding our offerings by introducing new products to meet growing global demand. Additionally, we are investing in advanced equipment to enhance delivery capacity and precision. To strengthen our international presence, we are establishing localised offices in key markets. Our focus on R&D will drive the development of high performance steel solutions for emerging industries such as electric vehicles and renewable energy. Customers can also look forward to enhanced digital interfaces for a more seamless purchasing and service experience.
Closing Question:
Q11. If you had to define KND Steel’s philosophy in one sentence from a customer experience standpoint, what would it be?
PNU: At KND Steel, we don’t just supply steel, we forge enduring partnerships through trust, quality and unmatched customer commitment.
Closing
As we’ve explored in this conversation with Mr. Panckaj N Umrania, KND Steel’s success is deeply rooted in its customer-first approach, commitment to innovation, and relentless pursuit of quality. In an industry where trust and reliability are paramount, KND Steel has consistently delivered, earning the confidence of leading OEMs and global clients alike.
By focusing on customization, service excellence, and strategic expansion, the company is responding to market demands. It is also actively shaping the future of the carbon steel industry. Whether it’s tackling the challenges of low-cost imports, enhancing supply chain efficiency, or driving technological advancements, KND Steel continues to set new benchmarks in customer experience (CX).
As the steel industry evolves, one thing remains clear: customer-centric innovation is key to long-term success. KND Steel’s journey is a testament to building trust, maintaining quality, and adapting to changing needs. That’s how we can create lasting impact in a competitive market.
Thank you, Mr. Umrania, for sharing your insights with us. We look forward to seeing how KND Steel continues to redefine customer experience and industry standards in the years ahead.
