2017 Sustainability Overview | Prysmian Group

43 At full speed, the process of digitalisation will allow all Group divisions already in possession of a CRM tool to manage the feedback from the interviews directly, monitoring any critical situations and guaranteeing an ever-increasing quality in the relationship with customers. The new web interviews were implemented during the first four months of 2017 through a platform connected with the Prysmian Customer Relationship Management Sales Force, thus allowing countries that already use CRM to obtain the Survey results in their portals, facilitating the activation of specific actions. Since 2016, Prysmian has introduced a new Customer Satisfaction survey system, managed directly by the central office of the Customer Centricity area, with the aim of carrying out specific surveys and managing the data provided via a dedicated web portal. The use of this new tool allowed the Group to improve the quality of the interviews and the moments of contact with its customers, enhancing the ability to respond and problem solving and increasing the level of customer satisfaction. The Department of Customer Centricity of Prysmian HQ guarantees quantitative and qualitative Reporting of the Survey, even for those countries that have not yet activated such a structured CRM system. Particular attention has been devoted to management of the Privacy Policies, thanks to the contribution of the Compliance Department, in order to allow and obtain the necessary authorisations from the customersandtraceabilityoftheresponsestothe Web Survey. In this way, each country is able to implement targeted action plans not only at the countrylevel,butalsoatthemorespecificlevelof customerandindividualcustomersegments. Quality improved with new tools Web interviews implemented Contribution of the compliance department