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
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.
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.
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.
“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.”
Article published on May 07, 2019