In this exclusive CX Quest conversation, we sit down with Abhinav Raj, Co-Founder of DhatuScrap, a company rapidly transforming the metal procurement and recycling landscape for SMEs and MSMEs across India. With a unique blend of tech, transparency, and customer-first thinking, DhatuScrap is reimagining what it means to procure and process metal — all the way from the bustling Loha Mandi in Faridabad to industries nationwide. Abhinav shares his journey, insights on customer experience in B2B spaces, and how DhatuScrap is bridging a long-standing gap in the metal supply chain.
Founding Journey: What Inspired DhatuScrap?
Q1. Let’s begin with your journey — what inspired the founding of DhatuScrap, and how did your background shape its vision?
AR: DhatuScrap was not planned or never thought, I was going to start any new venture. But after spending 10+ Years in the B2B Financial and Metal Sector, my plan was to continue doing the Job only but maybe God has some other plans for me, after resigning from my last company Ofbusiness, My thought of being independent started nurturing again as I come from Business Background Family where my Family Business was in Kitchen Utensil in my Hometown City, Patna.
So after working for decade I have a Real Time Experience of Pain and Needs of SMEs & MSMEs, so I thought why not start company in this sector only where I need not to learn anything new, I have to just execute now fro my company what i was exceuting earlier for other companies but yes with a clear mindset, I’m going to start everything from Scratch and didn’t have any initial Investment for Company.
Today we are sitting in India’s Largest Metal Trading Hub, Loha Mandi in Faridabad, and have closed the 2024-2025 Financial year with a revenue of 30 Cr, totally bootstrapped with a Team of 5 Experienced People.
Addressing CX Challenges in a Fragmented Market
Q2. DhatuScrap operates in a traditionally offline and fragmented market. What CX challenges did you identify early on?
AR: I would say that was our Master Move from Day 1 of our company, DhatuScrap. You may think that understanding the concern of the Customer over the call and resolving the concern over the call to other people, is not compatible for today’s age. By setting up our Dispatch and Operation Base in Loha Mandi set as a differentiator in the Market. By working in this Industry I have a clear understanding of Customer Pain and Requirements which I have identified while being on the job, only which I used to think that if I were to run my company, I would run it this way.
Problems
- PROBLEM: By the EOD Cx received the Quote, a large margin has been added due to the involvement of multiple layers of middlemen.
SOLUTION: I thought we were going to be the only Single Point of Contact between SMEs/MSMEs/Any Buyer and Brand Authorised Dealer(Primary & Secondary Brand) by removing all the middlemen, and with our presence in Loha Mandi and with our relationship to the Loha Mandi Supplier, what we can quote is very competitive.
- PROBLEM: Most manufacturers need Metal in Custom Sizes, which are not Standard sizes of Brands like TATA, SAIL, JSW, etc and after procuring Raw Materials, manufacturers have to chase again some Fabricator at different locations to customize metal and also have to handle the Scrap Produced while Fabricating.
SOLUTIONS: Loha Mandi is not only a Hub of Suppliers but also a Hub of fabricators for all Types of Job Work. So once we get any orders, we Procure the Material for Buyers in Loha Mandi only doesn’t matter the size and brand, everything is available at the Market Live Rate and deliver that Material to our Trusted Fabricator Partners for Customization, and then deliver the Material directly to buyers, all from Loha Mandi.
- PROBLEM: During the process of Metal Fabrication, Scrap gets produced, and Buyers have to handle that too, which becomes another hectic task for Buyers.
SOLUTIONS: DhatuScrap is a Metal Scrap Marketplace where anyone can buy or sell metal scrap, acting as a bridge between Recyclers and Scrap. Now Buyers need not worry about scrap and not bear the losses, they have to pay for that Quantity only which will be delivered to their workplace after fabrication. DhatuScrap acts as a bridge between Manufacturers’ Scrap and Recyclers.
More Problems
- PROBLEM: Transportation Issues and Freight Rate Problems, which change according to
the Quantity of Material in the Market Current Scenario.
SOLUTION: Loha Mandi is also a Hub of Transporters of all Load Sizes, where DhatuScrap is able to deliver the material fastest and at a competitive rate to the Buyer Workplace. It’s a very famous saying in India, “Ek teer se Do Nishana” but I will say we are, in fact, aiming for “Ek teer se 4 Nishana”.
- PROBLEM: SMEs/MSMEs/Manufacturers of Indian Industry need help in Financing the
Operation Cost for Material.
SOLUTION: This is the point where my years of experience in the Finance Industry bring Advantage to DhatuScrap. We have partnerships with many recognized Platforms through which we help our buyers in Financing Raw Material Procurement.
Platform Design for Buyers and Scrap Sellers
Q3. How did you design the DhatuScrap platform to address the diverse needs of both metal buyers and scrap sellers?
AR: DhatuScrap is designed with a Simple Concept as a One-Stop Solution for Metal and Scrap. We have designed our Platforms in such a simple way, that you have to simply visit our Buy Page [ dhatuscrap.com/buy ] select the Material & Quantity and share Information about the Business Name, Delivery Pincode and Contact Info, and Submit the Inquiry without any Login Hassel. Once we receive the Inquiry our Team will connect with you at the earliest with quotes.
We have also launched our Metal Scrap Marketplace in January 2025 only and for that, we have kept everything very simple as per the user perspective and our Tech Team is working hard to make this Marketplace more user-friendly for Scrap Buyers and Sellers Across India.
Ensuring Trust: Weight Accuracy & Real-Time Pricing
Q4. The Loha Mandi ecosystem is vast and complex. How do you ensure trust, especially with Dharamkanta weight accuracy and real-time pricing?
AR: Yes, Loha Mandi is not a Hub but it’s a co-related ecosystem of suppliers, fabricators, scrap dealers, and transporter. We have a year of Relationship with Loha Mandi Suppliers which gives us leverage and with 100% sureity we can say the Price is Quoted by us totally competitive and unmatchable.
About Dharamkanta Weight Accuracy, we shared a Proof Receipt with Buyers. In receipt, Vehicle weights are done on Dharamkanta before Material Loading, and after loading material due to which Weight Accuracy becomes completely transparent.
Quality and Delivery in Customization
Q5. Material customization and processing are critical services. How do you maintain consistency in quality and delivery across regions?
AR: Before any Material Customization, we had a detailed discussion with the Buyers and also asked for Images or Video of Samples, then Our Team closely sat and did the engineering for the Job Work to minimize the scrap production while fabricating, and Yes, we could proudly say that till now we have a ZERO complaint regarding the Customized Material Size Issues.
Before Dispatching Materials, Metals are carefully Packed with standard materials with supporting structures, so that material quality doesn’t get compromised while transporting.
Impact of Financing on Customer Satisfaction
Q6. You introduced financing options recently. How has that impacted customer satisfaction, especially for SME/MSME buyers?
AR: Our Customer Satisfaction is very good from this perspective, as SME/MSME/Buyers have to take care of many things in their day-to-day operation, but since they have onboarded us as their Metal Procurement Partner, I can say now they totally focus on their business and growth, as we take care of everything, even we bring the multiple types of credit and financing solutions to our clients as we have a partnership with Multiple Financing Platforms.
Post-Sale Engagement in a B2B Landscape
Q7. In a B2B setting, a business often overlooks customer support. What unique practices have you adopted to ensure post-sale engagement?
AR: Let me be totally frank with this. In today’s scenario of the B2B sector, if you source a bad quality of material, you will receive a credit note instantly and if you are not in touch with your clients after sales, there are many competitors who are looking to cater to them.
DhatuScrap offers a platform with a unique perspective and USP. Once a client onboards us as their procurement partner, our services seamlessly cover all perspectives without needing additional space for customer support. If your services and offers are so good and valid, clients are going to be in touch with you for their next procurement, you will not have to chase them for feedback or cross-selling after post-sale.
Role of Technology in Enhancing CX
Q8. What role does technology play in enhancing the DhatuScrap customer experience?
AR: Technology plays a very important role in DhatuScrap, as we have brought the Loha Mandi Ecosystem fully digital Online, where any buyer can submit an Inquiry for Material in a Minute.
On our platform, we have kept only a Mobile Number as a Mandatory Information to submit, all you have to do is select the material, enter the quantity, and submit removing all the hassles of logging and signup. You have to just notify us that you wish to procure material from Loha Mandi via us. You can also connect with us directly on WhatsApp.
Scaling Sustainability Beyond Metal Scrap
Q9. Sustainability is a core theme in your scrap marketplace. How do you envision scaling this, in fact, to other waste categories?
AR: Well, I have not planned or not studied other waste categories, but yes I have a clear mindset as a Company we are going to be a contributor in this space too very soon. But right now our prime focus is to organize the Metal Scrap Industry.
The Road Ahead for DhatuScrap
Q10. What’s next for DhatuScrap — any upcoming innovations or expansions that will further enrich the CX journey?
AR: Yes, our vision is to get DhatuScrap a recognized Platform in India, and the vision is to make DhatuScrap Platform itself a Loha Mandi Ecosystem.
Right now, we want to continue what we are doing and gain recognition across India.
I didn’t start DhatuScrap to impress anyone—I started it to solve real problems. And that’s what we’ll keep doing.
DhatuScrap isn’t just digitizing metal procurement — it’s transforming it into a seamless, reliable, and inclusive experience. With Abhinav Raj at the helm, in fact, the company is redefining trust and transparency in the B2B sector while championing a circular economy. Moreover, as DhatuScrap expands into new waste categories and continues to innovate, one thing is clear: the customer remains at the center of their journey.
