Customer Relationship Management

SCGP proactively works and quickly manages customer relations by implementing a Customer-centric strategy by working closely with customers, clearly understanding their problems, increasing capability to develop innovations to offer solutions that meet each customer's unique needs. In addition, to the ever-changing consumer behavior with diverse requirements, SCGP provides the total solutions for their convenience and creates good customer- experiences withcreativity.

Risk and Opportunity in 2022
Risks Management Significant stakeholders within the scope Importance to the 6 Capitals* Develop and implement effective operations and control processes Value Creation
  • Business customers must allocate costs from the war and inflation situation.
  • Designing products that reduce production costs while maintaining quality and being environmentally friendly, and developing online platforms to help with sales to customers.
  • Customers
  • Suppliers/Contractors Community
  • Civil Society Sector/Scholars/Thought Leaders
  • Social and Relationship Capital
  • Financial Capital
  • Intellectual Capital

Strategy

Foster B2B collaboration, leading to stronger B2B2C.
Engage with the Consumer Group (B2C).

Customer Experience Score

SCGP conducts a customer satisfaction survey by SIM Research Company Limited, which specializes in research and analyzing data in Southeast Asian markets. We have a further customer satisfaction survey of Fiber-Based Packaging, Packaging Paper, and Fibrous Businesses covering customers in both Thailand and Abroad.

Target

85%
(Covering Fibrous Business, Packaging Paper and Fiber Packaging)

2022 Performance

87%

Our past value creation to customers

We used a CRM (Customer Relationship Management) system to record the essential customer information that is up-to-date and connected to customers' needs in many dimensions to offer products and services beyond customer expectations and developed automation in prompt informing of customers-order-status when needed to increase convenience and speed of data transmission and reduce repetitive work processes and time.

Furthermore, we used Robotic Process Automation (RPA) technology in Export Ordering to reduce unnecessary repetitive work processes and customer-order processing time.

  • Developed an application platform for real-time tracking customer delivery status using GPS technology through mobile devices. Also, extend the management of electronic documents in goods delivery (e-POD) to reduce various transaction processes for customers processing faster and more conveniently. It is expecting completed by early 2022.
  • Organized the screening process of COVID-19 every 14 days for 100% of all truck drivers following the Control and Disease Prevention Measures to increase customer confidence of SCGP's truck drivers that have no risk of infection spreading to customers.
  • Siam Kraft Industry Co., Ltd. Developed a payment system so-called the Payment Gateway - a website that enabled customers to pay for goods and services from their bank accounts, which helped reduce banking transaction - time and view invoice details from the website.
  • Invenik Co., Ltd. has started selling Almind, Hollis products on Facebook, e-marketplace including Shopee, Lazada, NocNoc, SCGHome, and distributed to modern trade retailers such as Office Mate so that consumers can access products more conveniently.
  • Thai Paper Products Co., Ltd. Has adjusted the inventory management in the part of e-marketplace, Shopee, Idea official shop, using experienced 3PL to provide professional product arrangement and retail delivery service.
  • Thai Paper Products Co., Ltd. Has developed a Dealer management system to co-work with dealers for better efficiency.

Creating innovation together with customers through the Inspired Solutions Studio

SCGP collaborates with business customers to co-create innovative solutions and new offerings through Inspired Solutions Studio, which is a hub for idea generation and creative packaging and product design. In 2022, SCGP had many successful business customer collaboration projects, such as:

  • Collaborated with Doi Kham Food Products Co., Ltd. To design and develop Shelf Ready Packaging, replacing plastic packaging
  • Collaborated with Thai President Foods Co., Ltd. (Public Company) to design and develop paper tubes and seasoning packets for instant noodle products (Mama) as a mono-material plastic packaging that can be recycled.

SCGP - CUSTOMER SERVICE CENTER

SCGP combines customer service contact information into one phone number. They can be contacted at the phone number 02-586-5555 to improve service efficiency and develop a digital online customer service center that can categorize customers into VIP and new customers. and route to customer service representatives to provide information about products and services, track order status, and deliver to customers appropriately and quickly.

And can be reached through the LINE Official account @SCGPcontact, which has The customer service representatives are equipped to work on computers and provide continuous service, and there are shortcuts available for customers to access products and services of interest quickly