Superior remote control systems, exceptional customer service drive 20%-30% annual export sales growth rate for HLS HARD-LINE Solutions

Superior performance in a Northern Ontario mining project opened the doors to export markets for HLS HARD-LINE Solutions Inc., driving an average annual sales growth of 20%-30% through good times and bad.

That combination has won HARD-LINE the Gold Ontario Global Traders Award for market expansion.

HARD-LINE, founded by Walter Siggelkow in Sudbury, initially discovered the vast potential of export markets when fulfilling a contract to supply a tele-remote control system for a rock breaking machine at a mine owned by TVX Gold in Snow Lake, Manitoba. This project was completed in conjunction with the supplier of the stationary rock breaker equipment.

Because the project was such a success, the rock-breaking machine supplier was asked to make a presentation to Codelco's El Teniente mine, and later to Codelco's Andina mine - both located in Chile. Walter was asked to join them.

"I flew to Chile and made a presentation to personnel on our MUCKMASTER tele-remote control systems," says Walter.

“With our systems, a single operator can run multiple pieces of equipment located in different areas - thus increasing productivity - or companies can use the system to allow the operator to work without entering hazardous environments."

While HARD-LINE didn't win those first Chilean contracts, the trip did open Walter's eyes to the vast potential of the South American mining industry.

While these presentations were going on, HARD-LINE completed a successful contract for the installation of radio remote controls for Breakwater Resources' Nanisivik mine. The outstanding success of this contract led to the sale of three radio remote control systems in Honduras and one in Southern Chile for mines Breakwater Resources owned there.

On a visit to the Chilean site Walter was asked to present a proposal to a mining company in Nicaragua which resulted in a contract for four systems. It was at this point that HARD-LINE's export sales really began to take off.

Since then, the company has expanded its export sales to the US, Ireland, Mexico, Peru, Brazil, Argentina, Greenland, China, South Africa, Tunisia, the Philippines, Ghana, and Australia.

"Without our export markets, we'd still be a small company with three or four employees," says Walter. "But building our export business has allowed us to grow to 30 full time employees."

He credits several key factors for the company's success, including a highly qualified work force, a commitment to continuously upgrading and refreshing products with the latest proven technology, investments in R&D, and help from Ontario's Ministry of Economic Development and Trade.

"The Ministry provides us with advisors who are constantly available for consultation on essentials like how to get entry visas and where to locate customs information. They also provide valuable market intelligence to us. They're an important resource for HARD-LINE."

To ensure the company can capitalize on these opportunities, Walter has instilled a customer-centric culture across his firm.

"Our slogan is that 'Service sets us apart'," says Walter, "and we live that every day with every customer."

"To reduce downtime, we maintain a more than $1 million parts inventory so repair technicians don't have to wait for replacements if one of our units breaks down."

The company also works closely with customers, often designing and manufacturing custom systems to help them with very specific safety issues, then working with mine personnel during installation to provide product knowledge and training.

This focus on customer service has also become HARD-LINE's competitive advantage in export markets.

"The competition in these markets is highly aggressive and dominated by large companies. They try to use their size to advantage, but they can't compete with the strong word of mouth of mining companies that recommend our products."

"Great products and great service is a formula for success," says Walter. "We're winning new contracts in markets around the world and in South America, where our exports started, we've just established subsidiary companies in Peru and Chile."