Page 65 - Balmer Lawrie Sustainability Report 2022_Single Pages

Customer Centric Solutions
We are a customer-centric organisation and the customer customer's perspective and provide solutions accordingly.
is the centre of all our decisions. Our customer-centric Constructive feedback is always appreciated and
approach has helped us earn the trust of customers facilitates improving the quality of the product. We have in
across the globe. Our success relies on the success of place an effective internal control mechanism and
our customers. Therefore, we keep the customer's conducted a good number of internal audits involving
interest at the core of everything we do. We don't just customer feedback. Customer grievances are taken
serve them; we engage with them. We offer cutting-edge seriously and each grievance is resolved within a
solutions to our customers to stay ahead of the game. We stipulated time.
offer the best-in-class service and reliable high-quality
environment-friendly products and ensure that customer Customer Health & Safety
requirements are met.
Customer health & safety is a top priority for Balmer
The focus of each SBU is on customer satisfaction and Lawrie. We are transparent with the contents of the
strengthening customer relations. Customers are product and follow all mandatory laws & regulations
engaged through various platforms such as one-on-one related to product information and labelling. We provide
meetings, online surveys etc. information about the product, usage instructions and
precautions on product packaging.
The Travel vertical has strengthened its operations by
offering a customer-specific booking website to large Safety information regarding the products is also
corporates and a dedicated website for Government of communicated through guidelines on product-handling
India employees for their official travel. These digital methods, including Material Safety Data Sheets. Our
offerings will allow us to offer hybrid brick & click solutions products also comply with the Legal Metrology Act, 2009.
to our customers. This has led to a significant increase in It provides information on product characteristics,
our client base. Going forward the travel vertical is fully properties, application, storage, safety, etc. along with
geared up to meet the future demand. We are planning to technical data sheets for the customers. During the
have centralized ticketing to increase our efficiency and reporting year, there have been no incidents of
ensure a consistent service experience for our customers. non-compliance with regulations or voluntary codes
concerning product and service information and labelling
during their life cycle.
Customer Complains/ Feedback
Continuous and ongoing feedback from the customers is We take utmost care and precaution regarding data
aligned with their requirements on an ongoing basis. We privacy and security. During the reporting period, there
address all customer complaints / issues on priority and were no cases of breach of customer data.
resolve them promptly. We take into consideration the

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