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Prysmian Group – 2015 Sustainability Report
Integrated Sustainability
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IMPROVING CUSTOMER SATISFACTION IN TURKEY
An opportunity to contribute to the cables market in Turkey via the provision of services and products that
perform better and are safer and more efficient.
The Prysmian Group has developed and launched a new solution-oriented project in Turkey, in order to provide
information to distributors with greater rapidity. The objective of this customer care project was to work on and modify the
market's traditional approach to sales, by separating the process into pre- and post-sale activities. This involved
assigning a dedicated representative to each distributor, with a view to guaranteeing the resolution of 80-90% of
problems within a maximum of two days. The purpose of this initiative was consistent with the drive to improve customer
satisfaction, reduce the workload of certain sales teams, guarantee the improved use of Group resources by more
streamlined and efficient inter-departmental communications and, accordingly, implement a customer-centric approach at
all levels.
Prysmian is the first cables company to have launched a project of this kind in Turkey, confirming an approach that is
profoundly end-customer oriented.