“DSM ELASTOMERS INTRODUCES CUSTOMER INFORMATION SYSTEM: ACCESS”

DSM Elastomers developed its proprietary Customer Information System named “Access” a while ago.

This knowledge and customer service database has been specifically designed with our customers needs in mind. It was piloted at some of our customers that were immediately very enthusiastic about its multi-faceted nature. Access comprises of two elements:

1. Tick-it / on line – The Keltan® knowledge database

Life is now easier for our customers; with a few mouse clicks 24/7 they have access to all the product information they require from a good EPDM supplier; they need not to have an own library and files anymore and they are sure the latest version is on line.

Our on line database provides access to a wide variety of frequently asked questions in the field of polymer properties, compound process ability and Keltan applications. Tick-it features a survey of the Keltan grades with direct links to a variety of relevant documents, such as Material Datasheets, Keltan Product Brochures, Quality Statements and General Sales Specifications, which can be readily downloaded. Also starting recipes with key compound and vulcanisate characteristics are accessible for the many application areas of Keltan EPDM. We have currently already more then 500 registered users and over 1000 documents downloaded on average each month!

2. TS-online for Keltan

The real novelty in the industry is TS-Online. Through this tool our customers can ask questions to our technical specialists. This question is routed automatically to the expert most knowledgeable in that technical area (the real “champion”), who will typically reply with a helpful answer for the customer within three working days. Currently we already have already quite some use of our TS online tool as on average > 50 questions per month from around the world are serviced by this unique and innovative system!

Maurits van Tol, DSM Elastomers’ Vice-President, Global R&D: “This unique tool was completely designed and built in-house, by our experts, with our customers need in mind. But it is not about the tool, it really is about the content that is accessible via the tool. A CRM-system or knowledge management system can be bought or custom-built. What no other player in the EPDM-industry can offer is the hundreds if not thousands of man years of experience, data-gathering and application development made accessible through one system. Also the customer friendliness and global accessibility are unique features of this system. The success is reflected in the very positive feedback from our pilot customers. They stated that they downloaded a lot of the documentation”.

Susmita Bhattacharjee, DSM Elastomers’ Global Technical Service Director: “Through the Access system also our own Technical Service staff, working around the globe in the vicinity of our customers, has access to the latest information all round the clock. They can real-time go over the material with the customers in order to be able to help them as quickly and efficiently as possible. Our customers really appreciate this”.

Bas van Gemert, DSM Elastomers’ Sales Director for Europe, the Middle-East and Africa: “The Access system is one of the unique selling points of our Keltan EPDM. Our customers sometimes are astonished about how much know-how they access through the purchase of our EPDM. The system is a key value attribute in the joined development programs we have with our customers. By having easy access to a vast amount of data, a quick start of development programs is guaranteed. Customers around the globe can request access to the Access system through their local sales representatives”.

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