Iggesund Paperboard, a leading European manufacturer of high-quality virgin fibre paperboard, is taking bold action to improve its customer service offering, particularly its delivery service.
Iggesund's delivery service solution ranges from overnight service from dedicated customer stocks to regular deliveries from the company's mill. Like most other paperboard manufacturers, the Swedish firm - and not least its customers - has suffered from delivery times that have varied considerably.
"Having a capacity utilisation rate of almost 95% makes you very sensitive to fluctuations in demand, especially when that demand increases," explains Arvid Sundblad, vice-president sales and marketing. "In the past we've had a number of such experiences and we don't want either ourselves or our customers to go through that again."
Just over six months ago Iggesund launched the greatly modernised support system that forms the foundation for the improved delivery service.
"The change of systems was so radical that it was about the same as doing a heart-lung transplant plus a full body blood transfusion in a human being," Sundblad adds. "This reorganisation has created the conditions for us to start moving towards constant delivery times but that will take time."
Iggesund's service offering, which is now being launched under the name 'Care by Iggesund', encompasses everything linked to the products Invercote and Incada, from technical support in local markets to the paperboard expertise the company offers with its range of reference materials.
Other features include the fast, easy ordering of samples and inspirational materials, the provision of product safety information and certificates, and access to the analytical services of Iggesund's accredited Laboratory for Chemical and Sensory Analyses.