CLIENT RELATIONSHIP MANAGEMENT
CMPC works constantly to improve its relationship with clients with its different businesses. Each business manages its own communication channels with and from customers. In most cases, these go far beyond email contact. CMPC holds in-person and virtual meetings with many of its customers, whether through customer visits, at common meeting points such as conferences or industry events, technical visits, or customer visits to our plants and forests, among others. CMPC has a dedicated customer service team that serves customer needs, and there are numerous ways to establish these connections, ensuring that all clients can deliver feedback.
CMPC Maderas maintains close relationships with clients through email contact of its commercial team, as well as in person feedback when requested by clients. Also, this business conducts annual client surveys (Voz del Cliente) which enable feedback. Regarding complaints management, CMPC Maderas has a defined complaints management process which includes the notification to clients when claims are received, a defined period to respond, and a certification of the process through SSIndex certification.
As for Sack Kraft, each business has a client service team which communicates via email with customers and through which feedback can be delivered to improve product and services provided. Moreover, sales, development, and technical teams are constantly visiting clients for technical purposes, seeking improvements, feedback, and operational efficiencies. Additionally, clients are regularly invited to visit facilities, which allows for further feedback. Even though the Sack Kraft business does not sell to final customers, its facilities are prepared to receive people with disabilities. Regarding complaints management, a confirmation email is sent to clients when a complaint is filed, and information about response times is also informed. The complaints management system is verified externally under ISO 9001 certification, which takes ISO 10002 norm as a reference.
The Corrugados business has a dedicated channel on its webpage for clients to deliver feedback, and email contacts are available for the different teams involved in client processes. Also, clients can deliver feedback in person at commercial closure meetings. As for complaints, Corrugados uses an SAP system which informs clients of each claim identification through email, and after-sales teams communicate expected time to settle claims which has a maximum of 15 days. Moreover, the claims management system is externally validated in the BRCGS food safety packaging standard audit, which is validated annually.
Finally, Edipac maintains direct communication with clients through its sales teams, which enables feedback to be delivered, which is also possible if clients attend in person. This business has suitable facilities for use by people with disabilities in administrative areas. Edipac’s complaints management system includes confirmation to clients when claims are submitted, and is verified externally under HACCP, FSC and PEFC audits.
CMPC works constantly to improve its relationship with clients with its different businesses. Each business manages its own communication channels with and from customers. In most cases, these go far beyond email contact. CMPC holds in-person and virtual meetings with many of its customers, whether through customer visits, at common meeting points such as conferences or industry events, technical visits, or customer visits to our plants and forests, among others. CMPC has a dedicated customer service team that serves customer needs, and there are numerous ways to establish these connections, ensuring that all clients can deliver feedback.
CMPC Maderas maintains close relationships with clients through email contact of its commercial team, as well as in person feedback when requested by clients. Also, this business conducts annual client surveys (Voz del Cliente) which enable feedback. Regarding complaints management, CMPC Maderas has a defined complaints management process which includes the notification to clients when claims are received, a defined period to respond, and a certification of the process through SSIndex certification.
As for Sack Kraft, each business has a client service team which communicates via email with customers and through which feedback can be delivered to improve product and services provided. Moreover, sales, development, and technical teams are constantly visiting clients for technical purposes, seeking improvements, feedback, and operational efficiencies. Additionally, clients are regularly invited to visit facilities, which allows for further feedback. Even though the Sack Kraft business does not sell to final customers, its facilities are prepared to receive people with disabilities. Regarding complaints management, a confirmation email is sent to clients when a complaint is filed, and information about response times is also informed. The complaints management system is verified externally under ISO 9001 certification, which takes ISO 10002 norm as a reference.
The Corrugados business has a dedicated channel on its webpage for clients to deliver feedback, and email contacts are available for the different teams involved in client processes. Also, clients can deliver feedback in person at commercial closure meetings. As for complaints, Corrugados uses an SAP system which informs clients of each claim identification through email, and after-sales teams communicate expected time to settle claims which has a maximum of 15 days. Moreover, the claims management system is externally validated in the BRCGS food safety packaging standard audit, which is validated annually.
Finally, Edipac maintains direct communication with clients through its sales teams, which enables feedback to be delivered, which is also possible if clients attend in person. This business has suitable facilities for use by people with disabilities in administrative areas. Edipac’s complaints management system includes confirmation to clients when claims are submitted, and is verified externally under HACCP, FSC and PEFC audits.