SUSTAINABILITY

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Customer Service Management System

Capchem is committed to establishing a robust customer service management system. The Company has formulated management policies and processes such as the Management of Customer Grading and Classification, Customer Relationship Management, Management of Customer Technical Solutions, Management of Technical Services for Customers, Management of Customer Special Needs, Customer Satisfaction Survey and Follow-up, Staff Training, and Internal Evaluation and Continuous Improvement Mechanism, enabling standardized operation of customer service.

 

Customer Service Capability Enhancement

Capchem is dedicated to enhancing its customer-centric 360-degree management system by deeply expanding the application scenarios of digital intelligence 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 and ERP, OA, and RDM. This integration creates a unified management platform covering the entire process of archives, opportunities, and sales.

In 2025, Capchem implemented a CRM system upgrade project. Leveraging a self-developed low-code platform and multi system integration, the project empowers sales teams through guided sales processes, enables dynamic visual data analytics to support decision-making, and improves efficiency through mobile operations. Combined with multi-scenario AI capabilities, the project achieves "standardized processes, intelligent operations, and data-driven decision-making." It supports the redesign of marketing workflows and consolidates the outcomes of marketing transformation, enabling sales teams to better understand customer needs, enhance internal communication efficiency, facilitate rapid cross-department collaboration, respond quickly to customer requests, deliver more precise solutions, and ultimately improve customer satisfaction.

 

 

Capchem classifies and segments customers based on a scientific and rational model, and delivers tailored strategies and differentiated services with precision. During the customer needs identification stage, the Company innovates its management model and optimizes opportunity management processes, leveraging a project development mechanism and team collaboration model to improve opportunity conversion rates. During the product delivery stage, Capchem pursues operational excellence by optimizing delivery processes, enhancing operational efficiency, ensuring supply chain order commitments and execution, and providing high-quality technical support to improve customer experience and satisfaction.

 

Through continuous exploration and improvement, Capchem has established a comprehensive, customer-centric, and highly actionable customer satisfaction evaluation system. The Company has formulated the Management of Customer Satisfaction and Engagement to guide customer satisfaction surveys and related management practices. Based on analysis of the survey results, Capchem gains insights into customers' current and future needs and expectations, reviews gaps in existing management practices, and makes timely adjustments, thereby continuously enhancing customer satisfaction and engagement.

 

Customer Communication and After-sales Service

Capchem strictly complies with relevant laws and regulations in the countries and regions where the Company operates, including the Personal Information Protection Law of the People's Republic of China, the Personal Information Protection Management System, and the ISO 27001 Information Security Management System. The Company has also established internal policies, including the Trade Secrets Management System, to ensure effective protection of customer privacy throughout all business interactions.

 

Capchem has established a comprehensive after-sales service system and customer complaint management mechanism. The Company has developed the Customer Complaint Handling management system, and immediately initiates the Customer Complaint Handling Procedure upon receiving complaints. Through a closed-loop management process, Capchem ensures efficient response to and resolution of customer needs. The Company commits to responding to customer concerns within 0.5 days and implement appropriate actions within 24 hours.

 

Highlights in 2025

  • Overall customer satisfaction scores remained above 90 for several consecutive years.
  • Customer complaint resolution rate reached 100%.
  • No customer privacy breach incidents.