Responsiveness • Continue keeping customers connected • Provide regular and relevant information updates • Adopt a proactive approach to communications • Increase customer engagement • Propose customer solutions leveraging a broad portfolio of products • Act fairly Customer service and support • Provide the necessary information to customers (tracking and tracing) • Provide customers with easy access to information • Respond rapidly to customer needs and find solutions • Realign the workforce to ramp-up capacity to handle customer contacts • Move quickly to digital and remote channels 90 INDORAMA VENTURES PCL. VISION - TO BE A WORLD-CLASS SUSTAINABLE CHEMICAL COMPANY MAKING GREAT PRODUCTS FOR SOCIETY. CREATING STRONG CUSTOMER RELATIONSHIPS As a global leader in the industry, IVL’s value chain has significant scale, integration, and differentiation to meet complex product innovation and fulfillment requests while contributing to long-term investment returns. Creating strong relationships with customers allows us to gain important brand equity for the products that we manufacture – and by staying ahead of their expectations, we are able to build long-termcustomer trust and loyalty. OUR APPROACH TO CUSTOMER RELATIONSHIP MANAGEMENT We are able to better grasp market trends and produce sustainable goods based on the needs of our clients, thanks to our regular two-way discussions, making us a strong competitor and industry leader. We integrate business models in our Customer Relationship Management (CRM) framework to nurture strong relationshipswith customers and achieve sustainable growth in themarketswe operate in. Continuous improvements and a strategic approach in CRMenhance our customer satisfaction and business success. At the same time, we focus on providing excellent customer service, reliable products and solutions to meet customer requirements relating to their product quality and sustainability, and consider CRM as a key competitive advantage ensuring our leadership in the industry. Customer engagement is our key strength and an important part of our sustainability strategy. We engage with customers in our pursuit of excellence to satisfy their needs and align our business processes with best practices, and collaborate through various communication channels to find out about their requirements and advice on a regular basis. • Engaging customers through face-to-face and online meetings. • Developing technical, marketing and sustainability-related communication sessions. • Gathering insights and managing customer satisfaction through systematic studies and surveys. • Providing reliable products and market information. Marketing communications Health and safety impacts of products Breaches of customer privacy and loss of customer data In 2021, there were no incidents of non-compliance concerning: Our Strategy in Handling Customers During Disruptions CRM Marketing Feedback Sales Support FOR MORE INFORMATION Chief Strategy Officer Message Chairman of the ESG Council Message Key Achievements 2021 CEO Message IVL’s Sustainable Value Creation for Stakeholders Home
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