Our Services

Your #1 partner for customer support

We supercharge your success with our suite of services and ingredients, tailored to the evolving needs of your customers and the planet

With DSM, you can enjoy the peace of mind of a partner who works for your success at every stage of the product development process – from evaluating promising skin care, hair care and sun care ingredients, to testing, through to delivery, at production scale, of market relevant formulations. We have the scientific and technological competence to provide supporting analyses and data for all areas applicable to our industry, especially claim substantiation and regulatory requirements.

The expertise we bring to projects derives from years of experience and is delivered through seven key service hubs, set up to respond to our customers’ priorities:

Global Application and Formulation Service

Best in class customer solutions delivered through technical expertise

Whether the goal is to enhance existing product lines or create new ones from scratch, customers can rely on our highly skilled Formulation & Applications team all along the path to a successful product delivery. From solutions to formulation challenges to concepts that reflect the latest market trends, we offer our support in a spirit of creativeness based on solid, consistent and reliable technical competence.

We add value for customers by providing:

  • A cross-regional network of five application laboratories (Europe, US, Brazil, China, Singapore) to respond quickly to customer requirements. Local teams are also there to deliver comprehensive and bespoke project support throughout the development process; as well as end-product formulations.
  • Evaluation and compatibility testing for DSM’s personal care and aroma ingredients.
  • State-of-the-art performance testing within all our application segments – skin care, hair care, and sun care. We carry out 150 performance evaluation studies in all applications every year.
  • Development of innovative claims, product-concepts to illustrate current trends, and ingredients launches.
  • Sensory expertise delivered by a specialist team who work with our formulators to enhance the sensory attributes of personal care products – sun protection in particular

Sensory expertise

Improving your products for market success

DSM’s team of sensory evaluators offers inspiration and support with enhancing your hair, skin and sun care products by means of quantitative, descriptive sensory analysis. The team can provide objective sensory data for all lotion types and other semi-solid formulations. Together with our market knowledge, this generates meaningful insights we can use to optimize the sensory properties of formulations and applications, ideally in the earlier stages of the development process.

Our sensory evaluation service typically includes:

  • Objective sensory comparison of products, including benchmarking
  • Characterization of the sensory properties of ingredients
  • Concept improvement
  • Mapping of market formulations
  • Statistical analysis
  • Interpretation of sensory results and formulation guidance

After evaluation, if a formulation shows any adverse sensory aspects, we can change the formula or use sensory modifiers – which we make sure will bring meaningful benefits, such as a dry touch.

Six reasons you can rely on our sensory expertise:

Scientific expertise

Creating innovative products and ingredients through Bright Science

DSM’s track record for innovation in bio-actives, photoprotection and polymer science has been built up over a number of decades. Using cutting-edge research and technologies, we create novel ingredients and concepts to meet consumers’ needs while our expertise in pre-clinical and clinical product substantiation delivers compelling, reliable data on product efficacy. Our contributions to more than 30 publications every year are testament to our know-how and experience.

By partnering with DSM, customers can draw the benefits of:

As well as responding to current personal care needs, we always have an eye to the future. The skin microbiome offers considerable potential, so we are capitalizing on our company’s expertise in gut health and probiotics to develop probiotic skin care and other microbiome-focused solutions. As part of our activities in this strategic area, we also host an educational blog, The Secret Life of Skin.

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And to help sun care producers assess the environmental friendliness of their formulations, our Sunscreen Optimizer™ –which has more than 3500 users in 98 countries and carries out more than 500,000 calculations each year ¬– has been updated with an integrated eco-profiling feature.

Sunscreen Optimizer™ 2.0 - Enabling future-proof, eco-friendly UV formulations

DSM’s free online tool, the Sunscreen Optimizer™, has been designed to provide customers with a quick, efficient and cost-effective way to select and combine UV filters and enhance the performance of their sun care formulations. It has now been updated with an integrated eco-profiling, allowing formulators to evaluate the environmental friendliness of their formulations using a method based on market and SPF benchmarking. It can be used with all UV filters on the market and will also factor in regulatory requirements in different parts of the world. This virtual lab saves time and expense by assessing the trade-off between eco-friendliness, costs and sensory factors (oil load) at the project stage.

Product Regulatory & Quality Management

Supporting customers with compliant personal care ingredients and solutions

With our Product Regulatory and Quality Management team, customers can be confident that DSM’s product portfolio is quality assured and compliant with all applicable safety and regulatory requirements. The team can call on seven worldwide regulatory and quality experts for cosmetic and fragrance ingredients, located in all major markets. As well as monitoring and anticipating changes in legislation and analyzing any impact on our products, our experts play an active role in some 30 industry associations and consortia in more than 10 countries around the globe. Through these activities they contribute to and shape future legislation worldwide and advocate for the registration of new and existing ingredients in specific markets. Recent examples include:

Because the sun care market faces a number of complex regulatory questions at this point in time, we have also set up a dedicated UV-Task Force. This team has the remit of monitoring current customer and consumer concerns about UV filters with the aim of bringing about clarity, transparency and more sustainable solutions.

DSM UV-Task Force- bringing you the facts about UV-filters and the new sun care formulations

Environmental, health, and societal concerns all play a growing role in today’s consumers’ decision making- and there is an increased uncertainty towards UV-filters. At DSM, we believe in empowering customers and consumers to make smart choices. One way we do this is by sharing our expertise and insights and by providing transparent information about our beauty and personal care ingredients. Another is by educating, informing and facilitating discussions in order to encourage new ways of thinking and to support shaping the future of the industry.  With the DSM UV-Task Force DSM created a group of experts that does exactly that – monitoring current concerns and challenges related to UV-filters, with the clear aim to define strategies to bring clarity, transparency in order to provide best solutions. Learn more about the task force members and their projects they are working on here.

Customer Documentation Center and Customer Care

Dedicated support with regulatory matters

Regulatory compliance, safety and quality have always been cornerstones of the Royal DSM approach. In Personal Care and Aroma Ingredients we work to our Group’s high overall standards with the backing of its global resources. Our services are designed to give customers clear, up-to-date information about our products:

At local level  Our regional customer documentation teams serve as a ‘one-stop shop’ for understanding area-specific formulation, supply, safety, regulatory and quality requirements. Our regional experts make it their mission to monitor and understand local developments so we can respond in a timely manner. For instance, the parameters on our Sunscreen Optimizer now take account of the US state of Hawaii’s new criteria for UV filters.
For international players Our central customer documentation office can coordinate questions received locally to make sure that information shared between different regions is coherent and consistent. 

As well as keeping abreast of compliance matters, we engage with authorities to seek approval for our actives and ingredients. We recently proposed an alternative scientific approach to confirm GRASE status (generally recognized as safe and effective) for most UV-filter products in the United States and have also begun providing data to the FDA to support a GRASE determination for our PARSOL® Shield UV filter.

We also offer support with communicating compliance messages to end consumers. Our Quali®-E calculator, for example, enables customers to work out the CO2 emissions they save when using our vitamins, so they can demonstrate environmental responsibility.

Customer care – peace of mind from start to finish

From placing your order through to delivery at your premises and invoicing, we aim to make the customer experience as smooth as possible. We deliver both directly, from our own warehouses, and through our distributors’ networks and are served by centralized distribution centers in each of the five regions. Our direct connection with authorities and forwarders means we can respond rapidly to any legal or logistical matters should they arise. And for extra peace of mind, customers receive dedicated support in the local language and their orders are handled throughout by the same person.

Market & Consumer Insights

Identifying market trends to deliver innovative products consumers want to use

DSM offers a comprehensive support package so that customers can respond effectively to consumers’ needs and expectations with inspirational ideas and solutions. Its key components include:

  • An overall trends framework, articulated around 5 major beauty trends and 21 trend expressions, to help customers understand how and why different product and ingredient types might meet specific consumer requirements. This framework derives from our analysis of up-to-date consumer studies, and quantitative and qualitative research conducted in-house or in collaboration with more than 30 specialist research agencies.
  • Development and testing of beauty concepts, featuring ready-to-use formulations. These are informed by the views we gather through ‘listening’ and engagement on social media and through video research on our Consumer Insights Hub. Interacting in this way helps us understand the habits and views of real consumers in 120 countries - in real time. In the past two years we have surveyed 20, 000 people.
  • DSM’s overall ethos of innovation extends to our trends support too. Our Secret Life of Skin educational blog, for instance, serves as a novel customer resource for sharing and developing understanding about the skin microbiome and its market potential. With Microbiome beauty set to become a major trend, this is another way we work to keep skin care customers ahead of the curve.

Introducing “DSM Consumer Insight Hub” as new tool!

The world and society are changing constantly and new “mega trends” continue to emerge in response. These trends are triggered by changes in people’s lifestyles and by socio-demographic factors, but they also influence and shape people, creating new habits and needs among consumers. At DSM we work constantly to identify and anticipate beauty and personal care trends. Therefore we are proud to introduce our new “DSM Consumer Insight Hub”. With this new tool we are opening the window to the consumers world, by providing authentic insights, provided by real people, in real time. Watch the video to get more insights on how this tool works and what is in it for all of us.

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