Always supplies a range of Shell Chemicals solvents, including IPA, MEK and Acetone, to customers in the coatings, electronics, cleaning and footwear industries across southeast China. The company places up to 50 orders per month via the Customer Lounge, requiring up to 60 road tanker deliveries.
The increasing number of producers in the market has intensified price competition and placed more emphasis on service and quality.
"With the increasing number of local suppliers you have to be very responsive to your customers' needs to maintain your competitive edge," explains Herbert Ho, the company's Operations Supervisor. "Typically our customers have short lead times and there are very few standard or repeat orders. That means we need to be able to place our own orders with Shell as soon as we receive a request.
"With Customer Lounge I know I can place an order and receive confirmation within half an hour, without having to speak to a Shell representative, which is essential if a customer calls at short notice. Having the facility to place the order immediately, and access the relevant documentation online, gives us confidence that we can meet our customers' needs."
Quality is another priority. "Many of our customers are working in sensitive applications which require products of the highest purity. Having the facility to download Certificates of Analysis for each order from the Customer Lounge has proved a key part of the quality assurance process."
"Customers are able to make instant comparisons with their own quality data, which provides reassurance in the products we are supplying."
