Saint Gobain - Registration document 2016

2 ONE AMBITION: TO IMPROVE THE WELL-BEING OF ALL 5. A Group organization to serve customer and market needs

Providing customers with the information necessary for their purchase decision give its customers all the information they need. The brands The Building Distribution Sector is constantly innovating to websites. New sites have been launched and new digital are enhancing the product information available on their customer journey, from initial inspiration to after-sales. services have been made available, covering the entire relationships and sales staff providing advice to customers. In traditional sales channels, communication is based on channels, with online catalogs, video demonstrations, The Sector’s brands are enhancing this information via digital customer testimonials, tutorials on fitting, etc. Showrooms, a in sales outlets, are also becoming mobile, with the source of inspiration for customers and traditionally located introduction of roaming display trucks. The Sector is continuing with the development of services to efficiency and create productivity gains for them: online simplify its customers’ journeys, improve their day-to-day simulators, advice from professionals on websites or social appointment bookings with a sales specialist, project media, augmented reality tools, etc. to purchase products and services via their mobile The brands are also developing the option for their customers services, or select a delivery method. In France, they can now applications, request construction waste management tradespeople. Homeowners can use it to select the best access an intermediation platform for homeowners and can increase their visibility and develop their business. qualified tradespeople for their project, while tradespeople sales outlets. services, such as the use of iBeacons (1) technology in certain The Sector offers its customers increasingly innovative more detailed understanding of their customers, whose use These multiple interactions provide the brands with an ever records 90 million visits per year across all its websites. The of digital technology is increasing. As a result, the Sector browsing behavior, and are used by the brands as a basis for data gathered are used to analyze customers’ purchasing and emails, for example. new product and customized service offerings, via targeted Customer satisfaction at the heart of the Sector’s strategy example, in the use of digital tools or how products are used) The Sector’s brands invest in training for their employees (for better support for their customers. They also contribute to in order to improve their performance, thereby cultivating through training, with free morning information sessions on increasing the level of professionalism in the building trade qualifications, e-learning to supplement knowledge on energy new standards and regulations, refresher training leading to books. retrofitting, and self-paced training using practical guides and

measuring customer satisfaction, via the Internet, by phone or Many brands have introduced on- and offline tools for enable the brands to develop their product and service lines directly in sales outlets. The results gathered day-to-day in real time. needs and take hold of growth levers to diversify their and products or invest in new markets. The brands identify them, who work with key accounts, are developing in the oil businesses. Thus, the civil engineering specialists amongst supplying products from a sales outlet located close to the market. They are also investing in the fish-farming industry, prefabricated market, with products such as showers, roofing ponds. Other specialist brands are investing in the and structural components. type of customer. Whether these responses relate to service The Sector has introduced customized responses for every needs or specific products, the brands develop new concepts In anticipation of the major social issue posed by population aging, the Sector has launched a new brand devoted more store in Paris, France. broadly to accessibility for all in living places, with its first in Europe housing eight brands under one roof, the Sector is As with its initiative in France, where it created the first mall shared spaces for several brands, offering a comprehensive, continuing with the development in the United Kingdom of centralized product line to save customers time. The Sector has enhanced its product offering by developing international private labels for the sanitaryware-heating, reference brands in each of these product categories, and structural work and tooling markets. They are positioned as and compliance. The Building Distribution Sector also caters fulfill strict specifications which guarantee product quality terms of efficiency and value for money. for the needs of customers with specific requirements in customers to collect materials from the nearest sales outlet at friendly way. For example, the Click & Collect system allows short notice. The Sector offers diverse logistics services, organizing the customers in a more fluid, efficient and environmentally routing of materials to increasingly time-pressed, demanding By pooling their logistics centers, the brands can optimize different sales outlets, for continuous improvement in terms their stock management and carefully control supply to the that thousands of order lines can be processed every day, of product availability. Automation of the centers also means certain major conurbations. The brands are also developing reducing delivery times to 24 hours, and even just 1 hour in integrated logistics solutions, offering customers end-to-end materials to waste collection. logistics for a construction or renovation site, from delivery of Segmentation: a response for every customer High value-added logistics services

Small Bluetooth terminals which can communicate with mobile telephones. (1)

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SAINT-GOBAIN - REGISTRATION DOCUMENT 2016

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