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Home / Sustainability / Economic CUSTOMER RELATIONSHIP MANAGEMENT


“ThaiBev places highest importance of managing relationships with customers along the entire value chain. These include;”


% Customer Satisfaction Score
86%

KPI 2017 (2560)

% Customer Survey Coverage
100%

KPI 2017 (2560)



Target setting and Monitoring of Customer Satisfaction

KPI 2017 (2560) 2014 (2557) 2015 (2558) 2016 (2559) 2017 (2560)
% Customer Satisfaction Score 86% 77.50% 84.90% 86.10% 86.40%
% Customer Survey Coverage 100% 54.52% 73.17% 100.00% 100.00%

ThaiBev is committed to maintaining highest standard of customer satisfaction across all channels. Comprehensive measures have been implemented including the improvement of ordering process to make it easy, while reducing related cost, for customers, real-time monitoring of shipment status through mobile applications (TOMS Mobile) to ensure orders are fulfilled with the right quantity at the agreed delivery time.

KPIs has been set up to monitor customer satisfaction throughout ThaiBev’s delivery value chain with details as follow;
  • Increase the efficiency of ordering and delivery processes.
  • Set targets to measure customer satisfaction in the following areas;
    • Product quality
    • Delivery personnel
    • Logistic transportation
    • Customer Call Center
    • Coordination with ThaiBev personnel
    • Document accuracy and completeness
    • Overall Customer Satisfaction




ThaiBev
Sustainability



GRI 102-1, GRI 102-2, GRI 102-3, GRI 102-4, GRI 102-5, GRI 102-6, GRI 102-7, GRI 102-8, GRI 102-9, GRI 102-10, GRI 102-12, GRI 102-14, GRI 102-18, GRI 102-40, GRI 102-42, GRI 102-43, GRI 102-44, GRI 102-45, GRI 102-46, GRI 102-47, GRI 102-48, GRI 102-49, GRI 102-50, GRI 102-52, GRI 102-53, GRI 102- 54, GRI 102-55, GRI 102-56, GRI 103-1, GRI 201-1
Home / Sustainability / Economic CUSTOMER RELATIONSHIP MANAGEMENT



ThaiBev emphasizes the use of innovation through research and development of new products to enhance product portfolio diversity to meet more sophisticated consumers’ needs as well as to improve efficiency and quality of production process.

For example, ThaiBev has filed 108 patents and petty patents with the Department of Intellectual Property of the Ministry of Commerce covering both Process Innovation and Product Development Innovation.




Raw material sourcing
ThaiBev ensures highest standards of raw material to ensure quality and safety product for consumers. Comprehensive measures have been in place, including raw material trace-ability, quality assurance and safety compliance, to ensure our product quality is in line with international standards.

Production process
ThaiBev production process is in conformance with internationally accepted standards including
  • ISO 22000 Food Safety Management requirements for ThaiBev’s beverage product,
  • Good Manufacturing Practice (GMP) and Hazard Analysis and Critical Control Points (HACCP) standards for all non-alcoholic beverages and food products,
  • National Sanitation Foundation (NSF), under United States Food and Drug Administration (U.S. FDA), for Chang Drinking Water, Chang Mineral Water, and Crystal Drinking Water,
  • Food Safety System Certification 22000 (FSSC 22000) for Oishi UHT beverages.
Development of Healthy Products
ThaiBev’s new product development efforts focus on increasing proportion of healthy beverages to offer nutritious alternative beverages while accommodating to the taste of consumers. Such healthy beverages, representings 70% of our non-alcoholic beverages sales by volume, include




100 Plus
The caffeine-free carbonated isotonic beverage made with steviol glycocides, a natural sugar made from stevia, contains less than 50 percent of the calories and sugar in typical carbonated beverages.





Chang Mineral Water
Crafted from pure mineral water extracted from a groundwater aquifer that contains various accumulated minerals such as calcium, magnesium, and fluoride. The mineral water is put through a triple filtration process to make the water clean and pure, while still containing all the minerals necessary for the body. Certified by the National Sanitation Foundation (NSF) of the United States.



In line with our policies, ThaiBev has continued to develop new food product to promote healthy and nutritious product including:


Oishi Sandwich Plus
(A new ready-to-eat product) launching for the health-conscious consumer who demands high-quality and low-calorie food. ThaiBev has developed a recipe for multi-grain bread which contains nutrition from four carefully selected grains: wheat, malted barley, riceberry and soybean. This is combined with other quality ingredients, such as low-fat and high-protein chicken breast.
Oishi Riceberry Gyoza
comes from carefully selected high-quality ingredients. The riceberry flour is sourced from Thai organic rice fields under the supervision of the Friends in Need (of “Pa”) Volunteers Foundation of the Thai Red Cross. Made from a kind of rice flour with high nutritional value and nutrients for the body, such as vitamin B1, vitamin E, iron, omega 3 fatty acids and dietary fiber. Through innovative application, the rice flour is processed into sheets of gyoza wrappers. One package of Oishi Riceberry Gyoza has only 190 kilocalories






ThaiBev has developed the Transportation Order Management System (TOMS) application, for use in controlling and tracking driving behavior of delivery employees, to ensure the delivery of goods via the specified route in time with appointments set with customers.

Customers can download mobile phone application (TOMS Mobile) for monitoring and tracking shipment status via their mobile phone to create confidence in the delivery service by yourself.





ThaiBev recognize the value of building a positive relationship with customers and strive to support, help and develop business competitiveness for customers through projects such as


“The Next Gen” program
Program’s objectives are to inspire current successors of ThaiBev’s Agents (“The Next Gen”), equip them with relevant expertise and strengthen relationship among The Next Gen and ThaiBev management so that such Next Gen will be ready to carry on their parents’ business of distributing and selling ThaiBev’s product.


Since Horeca Management Company Limited has started the business over the past 3 years in Hotel and Premium Restaurant Channels. The company emphasize on professionalism service include product quality and after service through various company activities and programs. For instance, Beer and Spirits Factory Visit, Perfect Serve Product Training and Serve Responsibly Program which is one of our key session to demonstrate to customers how to serve responsibly to end consumers.
Serve Responsibly Program
The compnay realizes the importance of serve responsibly with an intention of serving alcohol beverage with conscious mind and refuse to serve alcohol to intoxicated consumers to minimize any social crimes.



Road show and factory tour
Factory tour is one of the key strategy that can widen customer perspectives on the quality, cleanliness and world standard production process. Moreover, we will add knowledge such as how to keep and serve beverage in appropriately way such as draught beer life time should not be more than 3 months in storage.






ThaiBev gives priority to close engagement with all stakeholders. For the case of customers, the company engages the customers through a wide range of channels and activities.

Such engagement includes in order for customers to contact, inquire, file complaints and improve our services in case of complaints (Customer Relationship Center, 02-617-6500 or info@thaibev.com). ThaiBev also collects and processes such engagement information as basis for improvement in order to provide timely responses to our customers’ needs.

Customers
Engagement Channels
  • ThaiBev EXPO 2017
  • Annual Customer Meeting
  • Customer Training and Development Workshops
  • Business Development Activities
  • Annual Business Review Activities
  • Annual Customer Factory Visit
  • Agent “The next gen” Project
  • Annual Sustainability Survey

Issues of Stakeholder Interest and Concern
  • Consumer health and safety
  • Clear business policies
  • Transparency in business operations
  • Responsibility to consumers
  • Involvement in business planning
  • Training to enhance skills and knowledge
  • Building cooperation and networks to create value for society
  • Flexibility in marketing to meet business demands

Applicable Reports
  • Consumer Health, Safety and Well-Being
  • Governance, Risk and Compliance
  • ThaiBev’s Sustainability Approach
  • Limitless Opportunities for ThaiBev’s Employees
  • Sharing the Value with the World





KPI 2017 (2560) 2014 (2557) 2015 (2558) 2016 (2559) 2017 (2560)
% Customer Satisfaction Score 86% 77.50% 84.90% 86.10% 86.40%
% Customer Survey Coverage 100% 54.52% 73.17% 100.00% 100.00%

ThaiBev is committed to maintaining highest standard of customer satisfaction across all channels. Comprehensive measures have been implemented including the improvement of ordering process to make it easy, while reducing related cost, for customers, real-time monitoring of shipment status through mobile applications (TOMS Mobile) to ensure orders are fulfilled with the right quantity at the agreed delivery time.

KPIs has been set up to monitor customer satisfaction throughout ThaiBev’s delivery value chain with details as follow;
  • Increase the efficiency of ordering and delivery processes.
  • Set targets to measure customer satisfaction in the following areas;
    • Product quality
    • Delivery personnel
    • Logistic transportation
    • Customer Call Center
    • Coordination with ThaiBev personnel
    • Document accuracy and completeness
    • Overall Customer Satisfaction


% Customer Satisfaction Score
86%

KPI 2017 (2560)

% Customer Survey Coverage
100%

KPI 2017 (2560)





ThaiBev
Sustainability



GRI 102-1, GRI 102-2, GRI 102-3, GRI 102-4, GRI 102-5, GRI 102-6, GRI 102-7, GRI 102-8, GRI 102-9, GRI 102-10, GRI 102-12, GRI 102-14, GRI 102-18, GRI 102-40, GRI 102-42, GRI 102-43, GRI 102-44, GRI 102-45, GRI 102-46, GRI 102-47, GRI 102-48, GRI 102-49, GRI 102-50, GRI 102-52, GRI 102-53, GRI 102- 54, GRI 102-55, GRI 102-56, GRI 103-1, GRI 201-1