IRPC takes upon itself to conduct its business with integrity and transparency, ensuring equal treatment of all customers. The Company is dedicated to delivering products with quality standards that meet or exceed customer expectations. We are ready to provide valuable advice and introduce innovations to develop new products that satisfy internationally accepted standards. The Company also emphasizes information technology system development to enable efficient and quick access to various database systems, with customer support that provides advice and helps resolve technical problems as well as builds good customer relationships. All customer-facing operations are interactive, with channels of communication to receive customer feedback, such as customer satisfaction questionnaires, so that the Company may be able to serve them better.
Digital CRM tools and platform
Since 2019, IRPC has developed CCM4.0, one of the IRPC4.0 strategies, utilizing digital technology to enhance processes and improve efficiency in delivering added value to customers. The objective of establishing a customer-centric digital system like CCM4.0 is to enable IRPC’s Sales and Marketing Department to collect customer data, including sales data and complaints, to further develop customer relationships through various marketing activities. Furthermore, the CCM4.0 system ensures that customer data is stored with standard protocols and transformed into SLA. This, in turn, allows IRPC to meet customer demands in a timely manner by notifying responsible functions, including sales and technicians, in real time.
IRPC has implemented i-REVO system, which uses transportation and logistics management technology on tablets to enhance efficiency in product delivery processes and ensure customer and supplier satisfaction. This electronic-based management system on tablets replaces paper-based system, which requires many documents being sent back and forth between warehouses, shipping companies, suppliers, and customers, and it takes time to process as everyone waits for the required documents. The I-REVO system operates in real-time on tablets, allowing for a reduction in processing time and improved efficiency
IRPC safeguards clients’ personal data by developing a Data Loss Protection (DLP) system and Privacy Notice, including setting policies and working groups to determine measures to manage and protect the personal data of customers in accordance with the Personal Data Protection Act (PDPA).
Engagement and Co-Creation
IRPC evaluates the effectiveness of our customer relationship management through a comprehensive customer satisfaction survey across three business units: petrochemical business, petroleum business, and port and asset business. The results and feedback obtained from this evaluation are then analyzed to facilitate continuous development and improvement in the quality of our products and services.
The 2024 customer satisfaction survey shows an overall satisfaction rate of 92.4%. The feedback received through the survey highlights key customer concerns and suggestions, particularly regarding product and service quality. In response, IRPC has actively addressed these issues by enhancing production processes, inspecting and maintaining machinery and equipment, conducting quality assurance before delivery, ensuring compliance with relevant laws for truck maintenance, and engaging with customers to discuss key issues and areas for further improvement. Notably, in 2024, there were no identified cases of violations in terms of occupational safety and health, product labeling, personal data protection, and marketing communication.
