Dozens of companies, most of which operate not only in the B2B market, but also in the B2C sphere, competed for the award. There were such companies as Tele2, Gazprombank, Sber, Home Credit Bank, VTB, Rosselkhozbank, Ingosstrakh, and Pyaterochka. Compared to production enterprises, trading networks, financial, telecommunications and insurance organizations are more flexible, responsive and mobile when it comes to developing and implementing tools aimed at increasing customer loyalty and supporting them. Therefore, participation in the award was a challenge for SIBUR, a test of its ability not only to implement effective projects, but also to prove to the jury that the company deserves the award.
The Best B2B Customer Experience Award recognizes businesses for excellence and achievement in customer experience management, highlighting and recognizing those organizations that maintain an exceptional, end-to-end and continuous successful customer experience, putting their customers at the heart of the business. SIBUR presented established measures to support customers in a new and rapidly changing business environment. These are solutions for product manufacturing due to import restrictions on specialty chemicals and catalysts; search for analogues and elaboration of alternatives to imported brand range and chemical components for customers; services in financial, technical and logistic support for partners. The jury noted the support measures taken, assessing SIBUR's contribution to customer development. The company won the award and received the "High Jury Approval" status.
The award in the "Anti-Crisis Strategy and Management" category recognizes organizations that have demonstrated flexibility and quick response to the challenges posed by pandemic, crisis, and sanctions. SIBUR presented the program "Quality Management and Technical Service of Petrochemical Business", which is aimed at helping customers in conditions of complicated supply chains and unavailability of many chemical components. In selecting solutions, SIBUR made use of knowledge bases accumulated over many years of operation. We also made use of related cross-functional services and applied innovative approaches and solutions. As a result, SIBUR has introduced approximately 150 new components at its production sites, carried out a large number of successful homologations of products and developed partnership programs. All this made it possible for the company to get closer to its customers and learn more about its capabilities. The jury highly appreciated SIBUR's efforts in the search and implementation of alternatives, and declared the program the best in the category!
Winning the contest is a sign that the company is on the right track. And there is only more to come!
СХ WORLD AWARDS is the largest professional award in the customer experience industry. More than 300 nominees presented their customer-centric projects, initiatives, strategies, products, technologies and modernization programs aimed at improving the customer experience, understanding the customer, his needs and requirements
Head of SIBUR Customer Service Center:
"Development of a customer-oriented approach is one of the key priorities of the company's development. We strive to continuously improve our services, promptly respond to customer requests and effectively resolve problem situations, because customers are our main value. We would like to thank the organizers for holding the contest and for appreciating our work."
Head of SIBUR Technical Service:
"Over the past year we have not only travelled a thorny path of difficulties and uncertainties with our clients, but also a path of development and improvement both in internal processes and in interaction with our partners. Our anti-crisis strategy resulted in the introduction of approximately 150 new components at SIBUR facilities and a number of successful homologations. This result was made possible thanks to the well-coordinated cross-functional work of SIBUR's team. All of this allowed us to get closer to our customers and get to know our own capabilities better."