How does one of the world’s largest suppliers of cleaning equipment and chemicals maintain its position as a preferred brand? Mahesh Naik, Customer Service Lead, Diversey India offers a look into the many customer retention strategies of his organisation.
Diversey’s mission is to protect and care for people through leading hygiene, infection prevention, and cleaning solutions. We develop and deliver innovative products, services, and technologies that save lives and protect our environment. Over the course of 100 years, the Diversey brand has become synonymous with product quality, service, and innovation.
Our fully integrated suite of solutions combines patented chemicals, dosing and dispensing equipment, cleaning machines, services, and digital analysis. We are a trusted partner, serving over 85,000 customers in over 80 countries with a network of approximately 8,600 employees globally.
We are the leading global pure-play provider to the cleaning and hygiene industry for the institutional and food and beverage markets. We provide customers peace of mind by helping maintain their brand integrity so they can focus on growing their business. We deliver the highest standards across customer locations through end-to-end repeatable services to achieve improved operational efficiency and environmental sustainability.
As a solution provider, we thrive on customer loyalty. Amongst the large number of industries we service, our one commonality remains customer satisfaction and sustained loyalty over a large number of years.
Here are some of the key initiatives taken by Diversey India to ensure customer satisfaction and delight.
- We measure Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES) through monthly Voice Of Customer Surveys with our customers. We also involve the senior management and the VPs for every detractor response with a focus on arresting the root cause, envisioning First Time Right deliverance all across the organisational operational commitments
- New customers – post first order delivery – are reached out to, to understand the experience. After the feedback is received, improvement areas, if any, are clearly identified and positive feedback is used to highlight key parameters for customer delight.
- A dedicated professional Customer Service Specialist is assigned to key customers with a regional focus on Customer Order management.
- Extensive usage of automation for ordering, complaint management, visibility on order cycle, etc enables live status updates for the customers, thereby improving customer satisfaction.
- Consistent and periodic review of the service providers, with reformations if any surface in the reviews.
- Diligent focus on internal parameters to fulfill orders of customers, known as ‘On Time In Full’.
- Agile, flexible demand planning, and production planning processes in place to ensure the best service extended to customers.
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