2017 Sustainability Overview | Prysmian Group

47 In2017thepositiveperformanceconcerningthe management of response times to customer claims has been confirmed, despite the fact that the total number of complaints increased slightly compared to the previous year. After the significant improvement achieved last year with a 40% decrease, in 2017 there was a further reduction of 30%, confirming the effectiveness of the actions taken to improve the efficiency of internal processes, together with a greater sensitivity by all the functions to maximise the success of our customers. Managing the product data with a digital tool In 2017, Prysmian launched the Product Information Management project in order to create a tool to manage the technical and commercial information of products in an efficient and shared manner. In the digital age - where information needs to be provided in real time, the management of product data is crucial. The Group's objective is to equip itself with an internal tool that will allow customers, especially distributors, to provide all the details and technical and commercial specifications of the products, such as functionality features, images, videos and demos, for creating visibility on online sales channels. The operational phase of the project starts in 2018 with Holland as the pilot country. Other European countries will follow in the implementation of the tool, which is estimated to cover at least European products within 3 years. HIGH RESPONSE PERFOMANCE TO CUSTOMER CLAIMS CONFIRMED 1600 1400 1200 1000 800 600 400 200 0 107 101 120 132 121 102 126 120 91 113 142 114 Number of Claims JANUARY FEBRARY MARCH APRIL MAY JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER Claims 2017 Cum 2017 Claims by month Claims 2016 Cum CUSTOMER CLAIMS IN 2017