מצוינות בשירות לקוחות
Leading through service, reliability and creating a customer-centric culture.
Why Customer Service Excellence Matters
For over 140 years, customers have relied on Greif’s industrial packaging to ship their most important products. They depend on our business acumen and ability to quickly and reliably provide quality packaging. Our value and technical expertise have set us apart from our competitors for over a century. We focus on meeting our customers’ expectations, a key aspect of Greif’s vision of, in industrial packaging, be the best performing customer service company in the world. We are committed to finding the best ways to serve our customers.
ממשל
93
CSI score
Our highest scores ever, demonstrating our commitment to serving our customers better.
Every Greif professional colleague receives CSE training. During this training, these colleagues focus on developing seven CSE skills. As each colleague advances in the program, peers provide feedback to each other, reinforcing learning on a daily basis and helping to instill the customer service culture we are working to achieve. The CSE training is offered through a blended facilitated and online program as well as fully online modules. Online CSE training is offered in 19 languages. We use this training to provide our customer service professionals with the skills and tools they need to provide the best service possible to both internal and external customers. Over 3,000 of our professional colleagues have completed this training and all new hires are required to complete it via online modules. We will begin developing CSE training for our manufacturing colleagues, building on the success and learnings of the professional colleagues program, in 2021.
Across Greif, we view feedback collected from our NPS survey as an opportunity to address our customers’ concerns and provide corrective actions when necessary. After each NPS survey, we connect with all respondents and focus on engaging each survey detractor – a customer that rates Greif poorly – to understand their perspective and create improvement plans addressing their concerns. As a result of these engagements, we are focusing on improving our communication with our customers, proactively engaging them so they have the time to respond to communications appropriately – one of the seven skills we are teaching our colleagues through training. We continue to leverage the increased customer interactions that accompany each survey into enhanced service offerings for our customers and better strategic insight into their business needs.
In 2020, we conducted a Voice of the Customer project engaging over 600 Greif customers through interviews and surveys. Through these engagements, we worked to determine additional insight into our customer satisfaction scores and better understand what factors lead to lower CSI scores. Based on our learnings, we are improving our speed and responsiveness to customer requests and improving our approach to issue resolution and communication. We are developing specific work streams to solve the internal pain points that we face to better answer customer requests.
Customers also communicated a clear need for sustainable products. In response, we are adding sustainability performance indicators focused on meeting with customers, identifying clear objectives and setting post-consumer resin (PCR) product targets for each facility that produces PCR. The Global Industrial Packaging Leadership Team monthly tracks these sustainability performance indicators. We are also training additional colleagues in EMEA and APAC as well as our sales force on the Greif Green Tool and how to support our customers’ sustainability targets.
We are evaluating the quality of our sales visits through analysis and coaching sessions by sales leaders. Our sales account managers are more prepared than ever to address our customers’ needs and provide quality visits with our customers. To ensure the health and safety of our colleagues and customers during the COVID-19 pandemic, we offered a series of webinars and virtual plant tours. Our webinars covered topics such as sustainability, product deep dives and innovation. Through this virtual approach, we were able to conduct more plant visits than prior years. In total, we hosted over 1,200 customers in virtual meetings during 2020 and received positive feedback from those involved.
Our virtual webinars and plant tours contributed to the continued advancement of our strategy to develop new opportunities and expand our small plastics and jerrycan business. Through these engagements and full support from management, we identified solutions to potential challenges including supply chain issues in Russia. In Italy and Russia, we are installing machines to produce small plastics and jerrycans for a multinational company to use across their agricultural, chemical, food and pharmaceutical businesses.
In 2021, we will continue implementing changes based on the findings of our Voice of the Customer research and engage more customers via virtual tours. We will also develop deeper industry-specific insights to be even better consultative partners with our customers.
ביצועים
Our long-term objective is for each business segment to achieve a CSI score of 95 or greater. We have seen continued increase in both NPS and CSI performance since 2015 despite challenges posed by constraints and delays due to COVID-19 this year. Our success in improving our NPS score is a result of our colleagues’ daily efforts to advance customer intimacy and identify action items to improve customer service excellence. We offer continuous training to our customer service colleagues to ensure we are always improving our ability to deliver value to our customers.
Customer Satisfaction Index
ציון מקדם נטו
*In 2020 Greif transitioned to conducting our NPS survey once annually.
Added Value Regains Business for FPS Vietnam
Greif Vietnam produces big bags (FIBCs) serving a wide range of food and chemical industry customers. Facing lost business from a customer, the team collaborated with the customer to better understand how bags are filled and stored in their facilities and design a custom bag that would optimize their unique packaging process. Once production began, the team treated the order with high priority and was in continuous communication with the customer regarding the order status and delivery time. The customer was very appreciative of this dedication to provide them with superior service. They explained that Greif’s services helped decrease their logistics and supply chain costs, while also providing a safe, high-quality bag.
Working with Vendor-Customers to Provide Circular Solutions
Greif’s Dalton, Georgia PPS Recycling facility works closely with local flooring manufacturing plants to provide recycling services for tubes and cores, a significant waste stream produced by the industry. These same flooring manufacturers are also customers of Greif’s recycled paperboard tubes and cores. When the price for old corrugated cardboard (OCC) dropped in 2019, it became uneconomical to recycle these tubes and cores at market price. Greif engaged with the flooring manufacturers to develop a sustainable, circular solution that keeps waste out of landfills and allows Greif to continue providing our customers with excellent service and 100 percent recycled paperboard. Under the new business model, Greif receives payment for managing recyclable waste streams allowing us to process these materials and then send to our paper mills to manufacture 100 percent recycled paperboard.
2020 Dempsey Award for Customer Service Excellence
Greif’s 2020 Dempsey Award for Customer Service Excellence was awarded to our Global Industrial Products (GIP) Midwest Plastics Operations in Bradley, Mt. Sterling, and Lockport in North America. This group achieved a Net Promoter Score of 62 and Customer Satisfaction Index Score of 96 while helping onboard new customers for Greif and being recognized as being “solution-oriented.” These facilities are all audited following Operation Clean Sweep guidelines to prevent any plastic pellet loss during the entire manufacturing process, ensuring they are preserving water quality and wildlife and encouraging safety and good housekeeping practices while serving our customers.
CorrChoice Paper Coatings
CorrChoice GreenGuard provides customers a recyclable, repulpable and FDA compliant coated paper solution. A key customer was purchasing a triple wall corrugated container to ship meat products and using a plastic liner inside the corrugated container to maintain food quality. Greif worked with the customer to replace the plastic liner with our GreenGuard 200 paper coating. This change eliminated the need for the plastic liner – saving the customer time and labor costs – and made the shipping container 100 percent recyclable and repulpable.
Customer Collaboration for Improved Performance
Greif partnered with one of our global key accounts to resolve ordering process challenges and operational inefficiencies. Greif’s Global Supply Chain team, Warminster, Pennsylvania facility and Global Account Lead partnered with the customer’s Operations Excellence and Logistics teams to design and pilot a simple-to-use Kanban process that triggers production only when product is needed. Within the first three months of implementation we achieved zero stock-outs, a seven day lead-time reduction and a 25 percent reduction in inventory. The new process has also simplified ordering, improved visibility of customer demand for more stable production runs and improved Greif’s relationship with the customer.
Huayou Cobalt Supplier of the Year
In 2020, Huayou Cobalt named Greif’s Flexible Products & Services business in China the “Excellent Supplier of the Year” for their commitment to understanding and delivering upon the exact needs of their customer. Greif supplies three Huayou Cobalt plants with a variety of big bag products. This award is the fifth consecutive year Greif has been recognized with this award and our latest achievement in a partnership that started in 2013.
Urgency and Innovation Reaffirms a Customer's Trust
Greif’s Global Industrial Packaging facility in Petaling Jaya, Malaysia demonstrated customer service excellence when they rose to the occasion to solve a customer's packaging crisis in the idle of the COVID-19 pandemic. An existing Greif customer suddenly discovered they were unable to secure unlined ultramarine blue drums, which were required to ship edible oil, from one of Greif’s competitors. Since the facility did not offer that product at the time, the Petaling Jaya team quickly worked to prepare new artwork, obtain external drum color approval and create a new product stock keeping unit. The team immediately began production and secured transportation for the drums to meet the customer’s urgent need. Due to the responsiveness and ingenuity of the team in responding to this emergency, the customer has continued ordering the product from Greif.
Greif Recognized with Bayer Partnership Award
In August 2020, Bayer recognized Greif for our continued service with a Special Edition of the Bayer Partnership Award. This award was given in recognition of our continued service during the COVID-19 pandemic that has enabled Bayer to continue striving for their vision “Health for all, Hunger for none” during challenging times. Because of the commitment of all Greif colleagues, we have continued to serve as a trusted and reliable partner to Bayer.
SUSTAINABILITY HIGHLIGHTS
93
CSI score
Our highest scores ever, demonstrating our commitment to serving our customers better.
70
Customer Service Excellence Award Winners
Honoring our facilities that demonstrated best-in-class customer service performance throughout 2020.
