Annual Report 2018
Mutual understanding of needs is the starting point for effective communication and, consequently, fruitful cooperation.
Mutual understanding of needs is the starting point for effective communication and, consequently, fruitful cooperation.
The fundamental value of our company is to build stable relations with customers. Our aim is to provide our customers with lasting value, and the measure of its implementation is the level of satisfaction of our customers. When producing chemicals, we ensure the highest standards of safety and quality of our products.
Today, the global chemical industry goes beyond traditional business models and perceives the market in a comprehensive way…
This means that everyone is more focused on changing consumer needs and preferences. In PCC EXOL SA we are constantly updating our development model based on market mechanisms and trends. As a result, our company transforms from a traditional surfactant manufacturer into a provider of specialized solutions to meet the specific needs of our customers, including those related to social and environmental responsibility. Our Research and Development department through direct cooperation with customers designs and implements specialized products in accordance with their expectations. Surfactants produced in PCC EXOL SA are used in specialist industrial sectors as well as in detergent and cosmetic industry. Every year, our group of strategic customers is joined by new international companies, where sustainable development is inscribed in the vision of effective business operation.
We are the market leader in the production of surfactants in Poland and in Eastern and Central and Eastern Europe. In order to meet the expectations of our customers, we also design and manufacture surfactants for special orders. Our research and development department, through direct cooperation with customers, modifies the products to perfectly meet the expectations and needs of customers. The Company’s products are used in both industrial and cosmetic and detergent industries. Every year, our strategic clients are joined by new, dynamically operating international companies representing various industrial sectors.
In order to constantly monitor the level of satisfaction of out customers and to continuously improve the adopted business strategy, we conduct a Customer Satisfaction Survey (using the CSI – Customer Satisfaction Index).
The tool used for the CSI to be established in an interactive survey. From the information obtained, we prepare a report covering the areas requiring maintenance and those areas where changes need to be made.
Participating in the survey, each client has the opportunity to evaluate the existing cooperation with the Company in terms of the degree of meeting expectations with regard to the delivered product, timeliness of deliveries, quality of packaging, access to technical information, quality of commercial service, level of competence of our employees or the quality of completeness of the presented offers.
The product portal is an Internet product catalogue of the PCC Group presenting over 800 products and chemical formulations used as raw materials, additives, reagents or ready to use preparations.
The functionality of the portal allows you to indentify products by indentifying the group of compounds to which they belong and throught an index of the industry in which they are used. Selection of products that meet the customers’ needs is facilitated by the applied system of filters and other tools that facilitate the communication.
All comments, observations and doubts of our customers are considered by the employees of the Sales Department of the Company. Communication takes place via telephone, e-mail and direct meetings with customers, as well as at our Company’s registered office. The issues raised relate to several basic areas, namely the degree of implementation of planned investments, current prices of offered products or complaints. Feedback is provided by a qualified sales team with the support of the Product Marketing Department in oral form during official meetings, by phone or by e-mail.
