Customer excellence

Customer excellence

Customers: the inspiration behind everything we do

Customers are always at the heart of our business, from design to execution to delivery. When we do custom projects, we invite customers to our facilities in order to best adapt our production process. We assess their satisfaction through online surveys and one-to-one interviews. We aim for flexibility throughout the entire supply chain so as to accelerate Time To Market and align with customer needs in different sectors.

All of our actions revolve around the relationship we establish with our customers. We structured these actions on the basis of 3 pillars:

  1. Digital Customer Experience, or the enhancement of the Customer Journey in order to build lasting relationships;
  2. Data Intelligence, or the development of a data-driven approach to support Customer Satisfaction;
  3. Digital Culture Evolution, or the promotion of a digital mindset in order to drive change.

Customer Satisfaction Evaluation

Prysmian constantly assesses the level of customer satisfaction in order to resolve critical issues with the utmost efficiency. Major players in the distribution channel in 28 countries in Europe, North America, Latin America, Oceania and Southeast Asia were involved in 2023. 37% of the customers reached took part in the survey.

They were asked to rate 6 macro-categories (Business Strategy, Innovative Products and Solutions, Functioning of the Supply Chain, Customer Support, Marketing and Digitalization) on a scale of 1 to 5, identifying their significance and the level of satisfaction.

Results

For Prysmian's main customers in the distribution sector, the Supply Chain is a highly important factor, with a score of 4.5. The degree of satisfaction regarding this parameter was rated 3.6, marking a slight improvement from 2022 (3.5).

The Commercial Strategy and Customer Care Support both scored 4.4. The former improved from a customer satisfaction level of 3.6 in 2022 to 3.9 in 2023. The latter once again reached the excellent level of the previous year (4).

The improvement in Prysmian's performance also affected the topic of Digitalization, going from 3.6 to 3.7, while holding steady in terms of importance (3.9).

The NPS (Net Promoter Score) – which indicates a customer's inclination to recommend the company – improved overall, particularly in Northern Europe (+54%) and the UK (+25%).

Customer Excellence is the foundation of our sustainability strategy. New product development enables Prysmian and its customers to achieve the goals set in terms of energy efficiency and emission reduction.

  • we offer an omnichannel experience, where the digital world merges with the physical;
  • we ensure the continuity of our activities even when unexpected events occur;
  • we meet customers' expectations when market needs become increasingly sophisticated.

Our digital solutions include:

  • Cable App

    • This is a tool that facilitates the selection of the most suitable cable and cross section based on certain parameters relating to the electrical installation, while also making videos and technical content available for installers. It strengthens communication between installers and professionals and reduces the total cost of ownership (TCO).

       

  • Local customer portals
    • are aimed at improving customer satisfaction and automating the service provided.
    • For local users, the benefits take the form of: access to a single digital info point, 24/7 availability of information and order tracking.

    • The Vendor Managed Inventory (VMI) is able to suggest optimal inventory levels, thus making the supply chain more agile.

       

  • Product Information Management (PIM) and online Catalogues
    • This is a central repository for communicating product data to customers, ensuring correct, relevant and consistent information across all touchpoints and sales channels.
    • PIM offers a comprehensive interface with all information concerning products that can be made available on the various Prysmian Group websites and on our customers' web and e-commerce platforms.
    • Through PIM, Prysmian can manage technical and commercial information relating to its product portfolio, including data from the respective ETIM and CPR classifications, as well as images, data sheets and videos that can be shared with or made available (data pools) to business partners, customers and product management platforms in each country.
    • Alongside the PIM system, we are also developing the "Group Web Catalogue Project" solution, powered by PIM thanks to a technical integration. Our Online Catalogs are the answer to the growing need for a more efficient and intuitive space in which customers can find products...

Digital Sales: Driving Sustainability Forward

Prysmian’s achievement of 1.2 billion euros in digital sales (2023), representing 31% of the Industrial & Construction revenues within the targeted perimeter*, is a significant milestone that aligns with Prysmian’s vision for a sustainable future.

Prysmian’s commercial innovation strategy is carefully crafted to support this vision, with 23% of customers in the countries in scope embracing at least one of the digital services offered by the company**, demonstrating a growing trend towards sustainable practices and a shared commitment to a greener future.

The shift towards digital transactions also aims at contributing to Prysmian’s dedication to enhancing operational efficiency and resource management, with the ultimate goal of setting an industry standard for sustainability.

Once more, Prysmian’s journey towards the digitalization of commercial processes exemplifies the company’s endeavors to integrate sustainability into every aspect of its business.

 

* Perimeter considered: I&C business in UK, Brazil, North Europe, Oceania, North America, Central East Europe, South Europe, Turkey. Automotive business in Central East Europe included in scope. 
** EDI, B2B e-commerce, Customer Portal, stock availability and any other online service offered by Prysmian.