Lafarge's added value in terms of services takes 2 forms: improving its customer relations and optimizing the logistics chain. Needs for services vary from one country to another. The Group therefore encourages local initiatives and has developed a multilocal strategy.
Challenge #3: innovative and value-added services for customers |
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In order to design its services as well as possible, Lafarge listens to its customers' expectations and establishes solutions tailored to the specific nature of their requests and of markets:
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Last update on 11/16/2009
Our solutions to this challenge |
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Testimonial 1 : Around the world: permanent contact via SMS
The ease of use and access offered by SMS has inspired Lafarge to use this communication method in various countries, while adapting it to local needs:
- In the Philippines, customers can place their orders via SMS from their cell phone.
- In Serbia, Poland and Ecuador, SMS enables the Group to stay in touch with its drivers and to keep customers updated on delivery times.
- In Jordan, Lafarge can notify customers by SMS that their request (orders, cancellations, delivery information, etc.) has been processed via an automated call handling system in its call center.
Testimonial 2 : United Kingdom: optimized delivery
In the UK,
Lafarge uses real-time tracking software to monitor its trucks. This is an
effective way of improving its delivery system, better satisfying its customers
and optimizing journeys. Systems like these help to reduce energy consumption and CO2 emissions.
The Gypsum Business, which has just entirely
redesigned its logistics chain to improve its cost effectiveness, has also
decided to try out a new type of truck. These are more aerodynamic and so also help to reduce fuel consumption and CO2
emissions.
In both cases, the environmental footprint is reduced and customers
enjoy better service.
Testimonial 3 : Around the world: supporting waste management
In France
alone, more than 30 million tons of site waste is produced each year by the
construction sector. Lafarge offers inert worksite waste removal at about 50 of
its sites around the world. This local
service represents added value and significant time savings for
construction professionals. It means Lafarge is helping them to take a more
sustainable approach.
And Lafarge is taking industrial ecology even further: Lafarge materials identified
by research into innovation are now produced using some of this worksite waste.
Testimonial 4 : Brazil: a customer portal with a carefully designed interface
In Brazil,
Lafarge has just launched a new website, the "Customer Portal", to take orders 24 hours a day, 7 days a week. A very
carefully designed interface guides customers and helps them select the
products they need. The portal then allows them to place their orders as
effectively as if they were on the telephone to a call center agent.
The service is also in the process of being rolled out to several other
countries.
Testimonial 5 : North America: automating deliveries
Providing the best services also means constantly
innovating. In North America, Lafarge offers a
remote measuring system built into
the silos at the customer's site to manage stockpiles of concrete and
automatically trigger orders.
Undeniable added value for the customer which receives the cement it
requires just in time.
