Heerlen, NL, 26-March-2007
DSM Elastomers developed its proprietary Customer Information System named
“Access” a while ago.
This knowledge and customer service database has been specifically designed
with our customers needs in mind. It was piloted at some of our customers that
were immediately very enthusiastic about its multi-faceted nature. Access
comprises of two elements:
1. Tick-it / on line – The Keltan® knowledge database
Life is now easier for our customers; with a few mouse clicks 24/7 they have
access to all the product information they require from a good EPDM supplier;
they need not to have an own library and files anymore and they are sure the
latest version is on line.
Our on line database provides access to a wide variety of frequently asked
questions in the field of polymer properties, compound process ability and
Keltan applications. Tick-it features a survey of the Keltan grades with
direct links to a variety of relevant documents, such as Material Datasheets,
Keltan Product Brochures, Quality Statements and General Sales Specifications,
which can be readily downloaded. Also starting recipes with key compound and
vulcanisate characteristics are accessible for the many application areas of
Keltan EPDM. We have currently already more then 500 registered users and over
1000 documents downloaded on average each month!
2. TS-online for Keltan
The real novelty in the industry is TS-Online. Through this tool our customers
can ask questions to our technical specialists. This question is routed
automatically to the expert most knowledgeable in that technical area (the
real “champion”), who will typically reply with a helpful answer for the
customer within three working days. Currently we already have already quite
some use of our TS online tool as on average > 50 questions per month from
around the world are serviced by this unique and innovative system!
Maurits van Tol, DSM Elastomers’ Vice-President, Global R&D: “
This unique tool was completely designed and built in-house, by our experts,
with our customers need in mind. But it is not about the tool, it really is
about the content that is accessible via the tool. A CRM-system or knowledge
management system can be bought or custom-built. What no other player in the
EPDM-industry can offer is the hundreds if not thousands of man years of
experience, data-gathering and application development made accessible through
one system. Also the customer friendliness and global accessibility are unique
features of this system. The success is reflected in the very positive
feedback from our pilot customers. They stated that they downloaded a lot of
the documentation”.
Susmita Bhattacharjee, DSM Elastomers’ Global Technical Service Director: “
Through the Access system also our own Technical Service staff, working around
the globe in the vicinity of our customers, has access to the latest
information all round the clock. They can real-time go over the material with
the customers in order to be able to help them as quickly and efficiently as
possible. Our customers really appreciate this”.
Bas van Gemert, DSM Elastomers’ Sales Director for Europe, the Middle-East and
Africa: “The Access system is one of the unique selling points of our
Keltan EPDM. Our customers sometimes are astonished about how much know-how
they access through the purchase of our EPDM. The system is a key value
attribute in the joined development programs we have with our customers. By
having easy access to a vast amount of data, a quick start of development
programs is guaranteed. Customers around the globe can request access to the
Access system through their local sales representatives”.
