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

Risks	Opportunities	Management Strategies
Customer behavior has shifted towards a greater demand for diverse, specific, and tailored products that cater to their daily needs. The need for faster and more convenient access to product and service information.	Delivering innovative products, services, and solutions that meet customer needs sustainably. Expanding electronic channels to facilitate customer convenience in ordering, payment, and tracking product status. Developing systems for receiving and managing customer data to enhance efficiency and speed of service.	Analyzing and monitoring customer experiences from understanding problems and needs, behaviors, product and service selection, to the use of solutions. This involves engaging with customers across all business segments to improve products and services and launching surveys to gauge satisfaction with products, services, and solutions

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.

SCGP places a strong emphasis on the security of personal data belonging to its customers and relevant stakeholders, strictly adhering to the Personal Data Protection Act B.E. 2562 (2019). In 2024, SCGP successfully maintained compliance with no reported complaints or data breaches involving personal information.

Target

85%

2024 Performance

89%

Customer and Consumer Centricity

SCGP is committed to enhancing its Customer Relationship Management (CRM) system to enable seamless communication, ensure efficient product and service delivery, and increase customer convenience. These enhancements aim to elevate the overall customer experience by promoting, greater responsiveness, accessibility, and satisfaction.

SCGP is dedicated to improving service efficiency through digitalization and automation. In 2024,the company launched several initiatives aimed at optimizing its operations.

Development of Smart Service Delivery Platforms

Advancing the Order Management Platform for Fiber-based Packaging Products (e-Ordering System- Phase 3): SCGP continues to refine its e-Ordering system by integrating centralized planning support to enhance order management and streamline operations.
Enhancing Customer Relations with Al-Powered Chatbots: To improve Customer Relationship Management (CRM), SCGP has developed chatbots that:- Connect with internal systems to provide real-time updated on manufacturing and processing.. Interact directly with customers by offering order status updates, notifications, and relevant information to enhance service efficiency.
Launching the Export Order Tracking (EOT) System: The EOT system provides instant order status updates upon customer requests, streamlining data transmissions, reducing redundant tasks, and increasing overall
Implementing Al for Automated Purchase Order Processing: SCGP has introduced Al technology to summarize and process orders in near real-time, significantly improving response times. This Al system manages orders from 159 customers, covering both packaging paper and fiber-based packaging, thereby eliminating the need for manual input by staff.
Integrating B2C & E-Commerce Order Systems for Real-Time Inventory Tracking: This integration facilitates for seamless collaboration between customer service and logistics teams by managing shipping preparations and enabling the automatic submission of purchase orders to factories, thereby enhancing overall operational efficiency.

Development of automation system and service standards

Automated Email Notifications for Order Status Updates: Customers ordering fiber-based packaging receive automated email updates on their order status, ensuring timely and transparent communication.
Pending Order Management and New Product Code Integration: The system automatically clear spending orders and uploads new product codes for the Packaging Paper Business, streamlining order processing and facilitating up-to-date inventory management.
Customer Service Center Dashboard: A centralized dashboard is implemented to manages customer service tasks and order transactions, enhancing efficiency and organization within the team.
SCGP's Duplicate Invoice Printing System: This system enables the reprinting of duplicate invoices, improving document management and reducing manual workload, thereby optimizing operational procedures.

To enhance real-time services, SCGP aims to leverage insights for analyzing and tracking order status to achieve higher service efficiency by 2025. For instance, Al will be integrated to support analytics for customer insights, enabling the company to plan product and service delivery that better meets customer needs. The company will develop a multi-language Al translation program to facilitate the automatic upload of purchase orders in various countries. Moreover, SCGP plan to centralize order data and establish automated replenishment systems for efficient inventory management of fiber-based packaging products. The analysis of this data optimizing sales performance by balancing domestic and export sales for maximum profitability. Furthermore, the company will implement for the smooth logistics and customer service management (LMS & LMCC) through its online ordering system which will include order & delivery tracking as well as proactive truck management to enhance overall operations.

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.

SCGP organizes the "Climate Change & Net Zero Pathway" seminar for interested customers, providing valuable insights on climate change as well as guidelines for the collecting and reporting enterprise and product-level carbon footprint data. These seminars aim to demonstrate social responsibility, create business opportunities, and mitigate long-term risks. In 2024, the seminar was conducted 6 times, attracting a total of 107 participants.

Developing Products in Response to Sustainability Trends

SCGP is committed to meeting consumer needs by developing eco-friendly products, services, and solutions, and by reducing greenhouse gas emissions through comprehensive life cycle impact assessments. To achieve these objectives, the company has established the following goals:

Increasing Sustainable Packaging Innovations: SCGP aims to introduce more sustainable products and services, focusing on recyclable, reusable, or compostable packaging that adheres to Circular Economy principles.
Continuous Research and Development (R&D) for Sustainable Packaging: SCGP consistently invests in environmentally friendly packaging innovations to support its goal of becoming a leader in sustainable packaging solution.
In collaboration with Jorakay Corporation Company Limited, SCGP launched "Jorakay Green Pack" an innovative eco-friendly tile adhesive packaging. This packaging is produced from recycled extensible kraft paper, with 70% of its content made of recycled materials. The thickness of the Polyethylene (PE) has been reduced by over 60% resulting in a reduction of lowering carbon emissions during the production process by up to 49%.
Eco-fiber in glassine paper: Glassine paper plays a critical role in the packaging industry, primarily serving as backing paper for stickers. Its key characteristics include smoothness, glossiness, transparency, suitability for silicone coating, ease of peel-off, strength, moisture resistance, cleanliness, and prevention of barcode reading errors. Traditionally, the production of glassine paper relies solely on virgin pulp. However, SCGP has successfully researched and developed a method to incorporate eco-fiber pulp at a 10%ratio, significantly enhancing the sustainability of this product.

Eco-fiber in glassine paper.

"Clixpak" is an innovative beverage can packaging solution designed for easy handling with one hand. Made from recycled paper, this strong multi-unitholder not only features aesthetically pleasing printed patterns but is also fully recyclable after use. Leveraging SCGP's expertise in paper manufacturing and packaging design, Clixpak is sturdily constructed to withstand weight, even though it is made from just a single sheet of paper.

'Clixpak' is a recyclable and sustainable can packaging solution.

Prepack Thailand Co., Ltd. has developed "Paper Ready Pack" from heat-sealable paper materials. That are 100% recyclable and compostable. This eco-friendly packaging solution utilizes innovative technology, such as the VOC-free EB Offset Printing System, which aids in reducing carbon emissions while ensuring high-quality printing output.

Paper Ready Pack - Heat-sealable paper packaging.

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

Select Service Mind + Tech to Impress Digital-Age Customers

MEMBERS OF SCGP