Excelência no Atendimento ao Cliente
Leading through service, reliability, and creating a customer-centric culture.
Destaques
- Greif has established a legacy of providing outstanding customer service by offering a cross-functional and solutions-based approach delivered by a global network of operations and customer centric resources.
- Our vision is to be the best customer service company in the world. Our strategy is built on our people-first and customer-driven approach to deliver shared success through legendary customer service and innovation.
- In 2024, our Net Promoter Score (NPS) was 70, a 3 percent improvement from the previous year. More than 4,400 customers across the world provided feedback on our performance. Our Net Promoter Score provides solid evidence of our continuing competitive advantage of customer service excellence.
Por que a excelência no atendimento ao cliente é importante
Greif’s commitment to customer service excellence (CSE) is firmly grounded in The Greif Way, which outlines the standards that guide our interactions with customers. Following The Greif Way, we promise to listen to our customers, understand their challenges, and help them find solutions that best fit their needs. Our customer service team demonstrates its dedication to this approach every day. As a result, we have been providing exceptional packaging services and solutions for our customers for over 145 years. Understanding our customers’ priorities, needs, and impacts throughout the value chain is essential for achieving our goal of delivering legendary customer service and our vision of becoming the best customer service company in the world.
Our customers’ specifications and needs continue to evolve as they work to achieve their sustainability goals, respond to regulatory requirements, and build more resilient supply chains. Through our world-class culture of delivering legendary customer service, commitment to sustainable and circular packaging solutions, global reach, and deep expertise, we are well-positioned to drive our customers’ success.
Our Approach
We set ourselves apart through a people-first and customer-driven approach that delivers value for all our key stakeholders. Fostering a culture of engagement, servant leadership, and action bias empowers our colleagues to provide tailored solutions to meet local customer needs. Our global commercial organization, established in 2024 through the company’s reorganization efforts, unlocks the full-scale of our global reach, product portfolio, and capabilities to bring our deep expertise and legendary customer service to local markets.
Enhancing the culture among our customer service colleagues is another critical aspect of ensuring CSE. Our commitment to The Greif Way is rooted in accountability, respect for all and developing solutions that lead to continuous improvement. Following these core values, we are continually listening to our colleagues’ feedback to identify practices that can better support them and enhance performance. These interactions help inform our leadership to develop a customer service ecosystem that exhibits the One Greif approach while raising the bar for our dedicated customers. To ensure customer service is exceptional for all our customers, we provide CSE training in 19 languages available on demand through our Greif University, alongside a library of over 500 courses on the topic of customer service.
Colleague Recognition
Recognizing, celebrating, and sharing colleague success is a key focus of our global commercial team. Our #BeLegendary campaign, aimed at highlighting and sharing customer service best practices across the globe, captures colleague stories, puts faces and names to memorable moments, and gives recognition to those who are leading by example. Each month, we highlight a colleague or group of colleagues for delivering an exceptional experience to our customers and share these spotlight stories across our socials.
We also celebrated our more than 250 customer service specialists during Customer Service Week in October. The forum served as an opportunity to recognize the efforts of these colleagues and share stories of delivering legendary customer service. In early 2025, we also announced the new Greif Sales Excellence Award, a new recognition program aimed at rewarding outstanding contributions to our sales organization and driving company success.
We partner with our customers and are leveraging new digital tools such as the Greif Green Tool and Greif+ to advance our capabilities in advising and sharing information with customers. In 2024, we accomplished our goal of implementing Greif+, our online customer digital platform, across legacy Global Industrial Packaging (GIP) Greif sites in North America. Greif+ provides our customers with real-time visibility into order status, streamlined communications, improved online ordering, and product data provision. Looking ahead to 2025, we plan to further expand the capabilities of Greif+ to further improve the flexibility and service available from the platform. Please see our Automation & Digitial Technology section for more information on Greif+.
Greif Green Tool e Greif Green Tool Lite
We collaborate with customers on sustainability using The Greif Green Tool and Greif Green Tool Lite. The Greif Green Tool is a flexible calculator based on ISO 14040/14044 standards and independent life cycle analysis of legacy GIP products. It provides customers with insights into emissions impacts for product end-of-life scenarios, packaging and transportation. Using these tools, customers can create environmental baselines and compare different options to support more sustainable decision-making and help them meet their goals.
The Greif Green Tool Lite, designed in response to increased customer demand, offers more efficient access to reduction metrics such as CO2e emissions— for our top-selling intermediate bulk containers, drum products, and jerrycans. Recently, the Greif Green Tool Lite has proven a valuable resource for both our internal use and customer use. Greif continuously updates and incorporates the latest product and emissions information to keep the tool’s data and classifications current.
In 2025, we anticipate launching an online version of the Green Tool Lite for our sales force, designed for more accessible and user-friendly integration into customer consultations. In its development stage, this visually interactive platform will be capable of presenting sustainability metrics during meetings, generating detailed PDF reports, and providing actionable insights for selecting more sustainable products. Once deployed, we foresee our customers using the results provided by this new online tool to make informed buying decisions about products that enhance their own environmental performance initiatives.
Greif continues to improve and streamline our customer service tools to better meet the needs of our customers and enhance their overall experience. In 2024, we introduced Purchase Order (PO) Validation, which is designed to strengthen order tracking for both Greif and our customers. We also introduced an updated Customer Complaint Handling Process that is being rolled out globally, reflecting our One Greif approach. The updated complaint handling process includes streamlined complaint logging, enhanced training and support for customer-facing colleagues, and a customer feedback loop to capture the customer’s feedback on their experience with our complaint handling process.
Standardizing our customer service practices across all Greif operations is critical to aligning with our One Greif approach. We expanded efforts to identify successful CSE practices unique to specific locations and customer profiles in 2024. This process included the rollout of pilot programs with select customers to develop a better understanding of the applicability of these practices on a global scale. In 2025, we aim to formalize some of these different approaches within our global CSE policies and procedures with the goal of scaling them throughout our operations.
2024 marked the first year of our Customer Service Enhancement team, which focuses on three primary areas: identifying and implementing service improvements that will convert NPS detractors to promoters, standardizing our customer service processes, and delivering revamped training to our customer service colleagues. To support these initiatives, we successfully piloted “Quality Intervention Teams”, aimed at leveraging our Lean Six Sigma and A3 project approach to partnering with our customers and solving the root cause of any customer issues collectively. Our pilot was successful with some of our key customers and its expansion will be a priority in 2025. We also drafted a Global Customer Service Playbook, focused on identifying and documenting consistent global practices to enable a more effective onboarding guide that maximizes the efficiency of how we deliver service on a global scale. Lastly, we are refreshing our sales training curriculum to be further aligned with our focus on solutions selling and “Value Over Volume” strategy. Both the playbook and our revised Commercial Learning curriculum will be completed in 2025 and made available to our sales and customer service colleagues globally.
Award Winning Customer Service
In 2024, teams across our business were recognized by our customers for outstanding commitment to service, innovation, and sustainability. The legacy Ipackchem South Africa team was honored with the FUCHS Supplier of the Year Award. The award recognized the team’s agility to adjust deliveries at short notice and innovative work on incorporating post-consumer recycled materials to meet shared sustainability and business objectives.
Our team in Brazil was recognized by the Paint and Coatings Industry in Brazil as the Best Supplier of Metal Packaging for the Paint Industry. The award highlighted our commitment to excellence and innovation within the paints and coatings sector.
Goals, Progress, & Performance
To assess customer service performance, Greif analyzes two key metrics: Customer Satisfaction Index (CSI) and NPS. Each plant reviews its CSI score monthly. The metric considers complaints, credits, and on-time deliveries. These reviews inform performance evaluations for each plant, helping identify areas of improvement and recognize achievements in customer service excellence. At the end of each performance evaluation, plant managers are provided with a cumulative CSI score and the result from the annual NPS survey.
In 2024, our CSI score was 94, demonstrating our success in delivering a high rate of customer satisfaction. Our improved complaint logging and tracking processes may lead to a decrease in CSI scores, however, our long-term objective remains for each business segment to achieve a CSI score of 95 or greater. Each year we recognize teams that demonstrated outstanding CSI and NPS with the Dempsey Award for Customer Service Excellence.
Our Global Marketing team issues our annual NPS survey, measuring the number of our customers that are promoters, passives, and detractors. The feedback gathered from our NPS survey allows us to address customer concerns and rectify any issues that might arise. Following each NPS survey, we actively engage with the respondents, particularly focusing on dissatisfied customers who rate Greif poorly to better understand their concerns and develop customer-specific improvement strategies. We use the feedback from these engagements, along with proactive engagement, to improve our customer communication and become a more effective partner.
ÍNDICE DE SATISFAÇÃO DO CLIENTE
PONTUAÇÃO DO PROMOTOR LÍQUIDO¹
[1] Em 2020, Greif passou a realizar nossa pesquisa NPS uma vez por ano.
Revestimentos de papel CorrChoice
A CorrChoice GreenGuard fornece aos clientes uma solução de papel revestido reciclável, repolpável e compatível com a FDA. Um cliente importante estava comprando um recipiente corrugado de parede tripla para manter a qualidade dos alimentos. A Greif trabalhou com o cliente para substituir o revestimento de plástico pelo nosso revestimento de papel GreenGuard 200. Essa mudança eliminou a necessidade do revestimento de plástico — economizando tempo e custos de mão de obra para o cliente — e tornou o recipiente de transporte 100% reciclável e repolpável.
PerforMAXXI
Na América Latina, introduzimos o PerforMAXXI, uma solução web usada para rastrear entregas aos clientes e monitorar o desempenho em tempo real. O PerforMAXXI é um aplicativo móvel no telefone do motorista de entrega que fornece aos clientes atualizações sobre onde seu pacote está no processo de entrega. O aplicativo utiliza o Waze ou o Google Maps para auxiliar o motorista e será atualizado para incluir pagamentos digitais de pedágio na segunda fase. O aplicativo também permite a comunicação com o motorista durante toda a viagem, medição precisa da entrega no prazo e comprovante eletrônico de entrega por meio de foto da fatura assinada pelo cliente. O aplicativo agiliza significativamente o processo de comunicação e entrega.
