SUSTAINABILITY

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Customer Service Management System

Capchem is committed to building a perfect customer service management system. The Company has formulated management regulations and processes such as the Management of Customer Grading and Classification, Management of Customer Visits, the Management of Customer Technical Solutions, the Management of Customer Special Needs, the Customer Satisfaction Survey and Follow-up, the Staff Training, Internal Evaluation and Continuous Improvement Mechanism, etc., to realize standardized operation of customer service.

 

Customer Service Capability Enhancement

Capchem is dedicated to refining our customer-centric 360-degree management system, deeply expanding the application scenarios of intelligent digital systems in customer service to achieve precise perception of customer needs. The Company has established a series of information platforms, including CRM, SRM, LIMS, DCS, MES, PLC, and SAP, enabling data integration and information sharing between CRM, ERP, and OA systems. This has created a unified management platform that integrates archives, business opportunities, sales, and other processes. In 2024, Capchem is actively advancing the upgrade assessment of our CRM system and planning technological upgrading and renovation schemes based on business development needs, laying the foundation for providing higher-quality, more efficient, and more precise customer service.

 

Capchem employs a scientific and reasonable segmentation model to classify and manage our customers, accurately providing customized strategies and differentiated services. During the customer needs identification stage, the Company innovates our management model and optimizes the business opportunity management process, utilizing a project development mechanism and fostering a team collaboration model to enhance the conversion rate of business opportunities. In the product delivery stage, Capchem aims for operational excellence by optimizing delivery processes, improving operational efficiency, ensuring the commitment and execution of supply chain orders, and providing high-quality technical support. These efforts optimize customer experience and enhance satisfaction.

 

Through continuous exploration and improvement, Capchem has formed a set of customer satisfaction evaluation system which is customer-centred and highly operable. The Company has formulated Management of Customer Satisfaction and Engagement to guide the customer satisfaction survey and management, and based on the analysis results, to understand the current and future needs and expectations of customers, review the inadequacy of the Company's current management and make timely adjustments, and to continuously improve the satisfaction and fit of the Company's customers.

 

Customer Communication and After-sales Service

Capchem strictly follows the laws and regulations of the countries and regions in which it operates, such as the Personal Information Protection Law of the People's Republic of China, the Personal Information Protection Management System, and the ISO 27001 Information Security System, etc., and has formulated a series of internal systems, including the Trade Secrets Management System, to ensure the effective protection of customers' privacy in all aspects of business interactions.

 

Capchem has established a perfect after-sales service system and customer complaint management mechanism. The Company formulates the management system of Customer Complaint Handling and starts Customer Complaint Handling Procedure immediately after receiving complaints, and efficiently responds to and solves customers' needs through the closed-loop management process. Capchem promises to respond to customer problems within 0.5 days and take relevant measures within 24 hours.

 

 Enhancement Programme

 

 

Highlights in 2024

  • Overall customer satisfaction score of over 90 for years
  • No cases of customer privacy breaches occurred
  • Customer complaint handling rate reached 100%