Customer Relationship Management
Importance and Mission
Customer Relationship Management
The Company has established the quality policy “Good People, Good Products, Good Society” by providing customer service that is quick, courteous, and fair. This is in accordance with the employee responsibility practices outlined in the Company’s good governance principles. The Company has set standards for interaction with customers, ensuring good manners, pleasant conduct, and excellent service to maintain the Company’s image and reputation. This also aligns with the Quality Management System (ISO 9001: 2015) that the Company uses as a standard in its operations and management. The objectives and targets of the Company’s quality management are aligned with current situations and the Company’s strategy of “Good People, Good Products, Good Society” related to service and customer relationship management within the organization, as follows:
Good People
Quality Objectives and Targets Providing customer service that is quick, courteous, honest, accurate, and fair, while also sharing knowledge and experience.
Good Products
Quality Objectives and Targets Ensure that the utility systems provided to customers are reliable in quality, sufficient, and continuously developed according to set targets.
Good Society
Quality Objectives and Targets Promoting and developing occupational health, safety, and environmental standards for employees within the organization and the surrounding community to foster engagement with stakeholders.
Goals and Performance
Goals
- Customers satisfaction level at no less than 70%.
Performance
The result of this year's customer satisfaction survey is 87.23%.
Supporting the SDGs
Good Health and Well-being
Partnerships for the Goals
Management Approach
The Company is committed to maintaining good relationships with existing customers while building relationships with new customers, which is achieved by providing channels for receiving suggestions and complaints as determined by the Company and closely monitoring issue resolution to prioritize customer satisfaction. The management framework is as follows:
Customer Satisfaction Survey
Responsibility and prompt response to customer demands are crucial factors in the service business. Therefore, the Company has developed modern communication channels to reduce contact time and respond quickly to customer demands. The Company offers various channels, including telephone, social media, website, email, and other specified channels. Additionally, after resolving issues reported by customers within the Saha Group Industrial Park, the Company has implemented a QR Code system for customers or relevant individuals to evaluate satisfaction with the service and problem resolution, as well as the visits by employees within the Saha Group Industrial Park. The customer satisfaction level is set at no less than 3.5 or not less than 70%.
Customer Satisfaction Survey
Service Innovation Development
To meet customer demands and enhance the readiness of the service system within the Saha Group Industrial Park, the Company has developed various innovations to modernize the Saha Group Industrial Park’s services. These innovations aim to address customer demands within the Saha Group Industrial Park, ensuring they are environmentally friendly, and use resources efficiently and cost-effectively to support the transition to a Smart Industrial Park. The service innovations are as follows:
- SMART Economy involves the installation of a Fiber optic network to support 5G technology.
- SMART Monitoring System is an environmental quality monitoring system within the Saha Group Industrial Park to oversee environmental quality.
- SMART Communication develops a communication system that responds quickly to interaction with both internal and external stakeholders.
- SMART Energy introduces clean energy alternatives within the Saha Group Industrial Park from solar energy sources through Solar Rooftops and Solar Floating to reduce carbon emissions within Scope 2.
- SMART Mobility utilizes electric vehicles in the office to reduce fossil fuel consumption and carbon emissions from the Company's vehicle use and installs EV Charger Stations within the Saha Group Industrial Park to support the increasing use of electric vehicles in the future.
The Company promoted collaboration with the National Science and Technology Development Agency(NSTDA) to develop efficient water management innovations within the Saha Group Industrial Park. This involves the innovation of treating wastewater from operations to meet quality standards and provide services to customers.
Collaboration for Business Innovation Development
In 2024, the Company and its affiliates within the Saha Group have collaborated with business partners to develop and promote business innovation. This initiative aims to address future demands, ensure sustainable economic growth and stability, and guide the Company towards becoming a centennial organization. The details of this collaboration are as follows:
Collaboration Project for Business Innovation Development
RATCH Group and Sahapat Group support SMR Technology to respond clean energy demand from the industrial sector and the national NZE goal Ratch Group Public Company Limited and the Saha Group have announced a collaboration to study Small Modular Reactor (SMR) technology. This initiative aims to support the government’s policy to increase electricity generation from clean energy sources and meet the industrial sector’s demand for green electricity. The collaboration aligns with the goal of achieving carbon neutrality and net-zero greenhouse gas emissions (NZE) by 2050 and 2065, respectively.
Stakeholders Directly Impacted
Customers
Service recipients who are entitled to fair access to information and services.
Employee/ Executive
- Responsible for establishing guidelines and overseeing the quality of service delivery.
- Comply with service standards to ensure customer satisfaction.
Government Sectors
Supervise and ensure that customer responsibility practices are conducted in accordance with relevant regulations.
