Sip Report

95th Annual Report 2015

CUSTOMER ExpERiEnCE

Our Customers have always been at nucleus of all our

operations at Kansai Nerolac Paints Ltd (KNPL). Driven

by our vision, all the Company’s efforts are channelled

in the direction to serve our customers with superior

coating systems built on innovative and superior products

and world class service solutions. Over the years, the

Company’s endeavour has evolved from connecting to

the customers to engaging and now moving towards

creating a unique customer experience. This is a journey

and we will always strive to try and create a satisfying

experience for our valued customers.

This year the Company undertook initiatives to enhance

the experience of its retail customers through a 360 degree

approach; be it revisiting internal processes, introduction

of new products, working towards the influencers’ welfare

or connecting to the consumers through various mediums.

Every initiative was driven with the intent to enhance the

Customer Experience.

Leveraging its enhanced and upgraded IT capabilities,

the Company has worked to enhance the interaction

experience of its dealers with the organisation. Up to

the minute information has helped build a deeper

relationship and an enhanced experience with the dealer.

A 360 degree, faster and better access to information has

helped the Company remain proactive and responsive

to the customer. Company’s Call Centre too was further

equipped with systems to build dealer intimacy. Technology

was leveraged via various initiatives to understand the

pulse of the market such that the Company can improve

its services for a flawless customer experience.

Keeping the customer interest at the centre of all

its innovations, Nerolac also introduced many innovative

products during the year both in Decorative and Industrial

space. This year the Company re-launched its premium

segment interior emulsion Impressions with High Definition

Colour Technology for a rich...