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Interview

An interactive tool to offer the best client experience

In March 2017, as part of its effort to become a leader in customer satisfaction in its industry, Air Liquide launched the digital platform, Voice of the Customer, to collect and analyze customer reviews in real time throughout the world. Read our interview with Godfrey Mthembu, an Air Liquide customer in South Africa.

Three-question interview with Godfrey Mthembu, Logistics and Procurement Manager at Stoney Crescent Engineering (pty) Johannesburg, South Africa

Can you tell us about your company?

Stoney Crescent Engineering specializes in metal fabrication, toolmaking and wire work. We offer a wide variety of products for the mining, food processing and power generation markets. We’ve been working with Air Liquide over the last ten years. They supply us with oxygen and acetylene for metal cutting, and also with the ARCAL™ range of gases for welding.

The Voice of the Customer platform allows me to rate Air Liquide’s service on a daily basis and define our specific needs

How do you work with Air Liquide?

We have regular operational meetings, and it’s easy to reach Air Liquide’s Sales Representative, Lebohang Molotsi, when we need to discuss issues. I also use the Voice of the Customer platform, which allows me to rate the day-to-day supply service, define our needs and express concerns. It provides an opportunity to engage more rapidly and more frequently with Air Liquide.

Can you provide an example of improvement in your relationship with Air Liquide?

Initially, we used to collect the product directly from their branch, then the operating mode changed and we started to get the product delivered to our site. Yet we were not satisfied with this change as we had to wait for delivery, contributing to longer lead times. Listening to our needs, Lebohang came up with a solution to assist with this transition, proposing an additional allocation of cylinders to reduce production downtime.

Focus on Voice of Customer

The platform, which is at the cutting-edge of customer satisfaction in the industry, makes Air Liquide’s sales teams more responsive and effective. With real-time information, teams can provide a fast, individualized solution for any complaint. The platform allows each Air Liquide entity to measure customer satisfaction and share feedback throughout the Group as part of a continuous improvement and transparency approach. Over 30,000 customer feedback reports are submitted through the Voice of the Customer platform every year (two times more than the previous satisfaction program). The platform is already active in 70 entities in over 45 countries.

Testimonial
Lebohang Molotsi

Sales Representative with Air Liquide in South Africa

“I use the Voice of the Customer platform to better understand the customer. It’s a valuable interactive tool to analyze their experience, empowering us to focus and act on their concerns with customized improvements to the services offer.”

To find out more about Air Liquide's continuous improvement approach, download the 2018 Annual Report

Article published on May 07, 2019