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The importance of a customer first approach at Ragus

09/05/2019 By Kay Sandhu in What we do Consulting, Ragus people, Ragus values

Customers are intrinsic to daily operations at Ragus Pure Sugars. Not only are they a fundamental part of our corporate social responsibility activity, but they are at the centre of everything we do at Ragus. 

Starting the sugar journey at Ragus Pure Sugars 

As specialists in sugar manufacturing, we use the expertise gained from our 90-year heritage to ensure that every customers’ requirements are expertly met. From the initial enquiry through to consultations and then our on-time delivery service, we always place the customer at the heart of the buying process. This approach allows us to serve a diverse range of sectors and quickly react to changing needs.

At enquiry stage, our sales team are on hand to help new and existing customers. A small but close team, they are experts in specialist sugars and have the needs of customers at the heart of what they do. Whether it is to understand more about sugar applications, place an order or to discuss how quickly a product can be shipped, they work with you to get what you need, when you need it.

Alongside this, we have multiple channels designed to assist and guide those making their first foray into the world of sugar purchasing. Our learning zone provides a wealth of field to factory information, while the Ragus Pure Sugars blog contains both topical pieces and in-depth discussions of the processes involved in industrial sugar manufacturing. Finally, there is our product finder, the perfect tool for ensuring you find the ideal sugar product for your application.

Our sugars and syrups find their way into a wide range of food and beverage products.

Working with our customers as a team 

At Ragus we serve sectors ranging from confectionary to pharmaceutical, working with clients as a team to ensure they have the correct sugar application for their specific needs. To establish if we have a product that is suitable, or if a customised product is required, our commercial team often hold a consultation meeting with the customer to fully understand exactly what qualities the sugar product will need for that application. For example, if it needs a certain mouthfeel, tasting profile, colour or viscosity.

Once requirements have been established, our lab team work with the customer to produce the correct ratio of sugars to water and PH level. We send across a sample of the formula discussed, and then there can be some back-and-forth testing to ensure it meets the need of the end product. An example of this in baking could be when our initially created formula has been tested in a biscuit, but the formula needs adapting to adjust texture or colourisation.

Understanding the exact specification or formula for the product and what it needs to achieve is a crucial part of the process. At Ragus Pure Sugars we are dedicated to working with our customers, because we understand how important it is to get the right tasting profile or mouthfeel, as it can fundamentally change their end product. Once we have perfected the formula, we know it is imperative to produce a consistent product every time it leaves our factory.

Consistent sugar products delivered to meet customer needs  

Ragus proudly supports a wide variety of sectors.

Every sugar that is produced and shipped to our customers is tested to a high standard to ensure it consistently meets the customers’ requirements. The quality checking process for sugar products involves testing every batch that is made at key points throughout the entire production process. An illustration of this is inverted sugars, which are tested multiple times during inversion and then once more after the process has finished.

We check to guarantee the formula is as it should be, through polarisation (passing light through the product) and we also check the colourisation against a sample. Our lab team understand how important it is that our customers receive a consistent and safe product each time it is ordered, so the product is rigorously checked to high standards to ensure quality.

It is an intrinsic part of our culture at Ragus Pure Sugars to deliver exactly what the customer wants. This core message forms a key part of the daily planning meetings between the sales and factory teams. With a customer focus in mind the detailed planning safeguard that we have everything we need to ensure our products are produced and delivered safely, to a high standard and on time to our customers.

Everything we do at Ragus, from resources on our website to our dedicated team, is centred around delivering the perfect sugar application for your product. To learn more about our products, please contact our Customer Services Team. To see more sugar news and updates, continue browsing SUGARTALK and follow Ragus on LinkedIn. 


Kay Sandhu

Kay ensures that our customers’ orders are delivered, on time and in full.

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