Lyreco Sustainable Development Report 2019

CSR VISION & GOVERNANCE

AN INTEGRATED RESPONSIBLE CUSTOMER JOURNEY

CREATE THE GREATEST CUSTOMER EXPERIENCE —

functions representatives to make the best decisions in their daily challenge to deliver the greatest customer experience at the best service rate. We combine customer focus and expert teams with best of breed digital solutions and responsible data analytics. We are building a true omnichannel seamless and unique experience for each of our customers along their journey with us.

From the first contact to delivery, our ambition is to balance the highest level of customer satisfaction with the need to develop a responsible and sustai- nable service value chain. A “PHYGITAL AND SEAMLESS” CUSTOMER EXPERIENCE Proximity and trusted relationships are our main assets. Our teams have always been and will remain a primary support to customer satisfaction. Our transformation project allows our 9,500 talents to strenghten our cus- tomer-orientated culture and to adopt new processes that provide the best quality of service to our customers. We empower our 8,000 sales advisers, customer care agents, logistics and delivery people and 1,500 support

SUSTAINABLE THROUGHOUT THE CUSTOMER JOURNEY

Customer satisfaction is more than on-time delivery. It is about providing sustainable products, ensuring ethics and compliance, minimising packaging, developing climate neutral processes... from ordering to delivery and beyond.

SELECTING GREEN PRODUCTS

ORDERING WEBSHOP RECYCLED PAPER CATALOGUES DEMATERIALISED SERVICES E-INVOICING

DELIVERY ENERGY-EFFICIENT WAREHOUSE ADAPTED/REDUCED OR RE-USED PACKAGING END-TO-END ZERO EMISSIONS ENVIRONMENTALLY FRIENDLY VANS ELECTRONIC SIGNATURES

PRODUCTS AFTERLIFE RECYCLING SERVICES CIRCULAR ECONOMY PROJECTS

QUALITY AND ENVIRONMENTAL CERTIFICATIONS AND LABELS SUPPLIERS AUDITS SPECIALIST/EXPERT ADVICES

09 • CORPORATE SUSTAINABILITY REPORT 2019

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