Saint Gobain - Registration document 2016

3 STRATEGIC DRIVERS FOR SUSTAINABLE GROWTH 2. Continuing the Group’s digital transformation

is used by a large number of independent experts and individuals. building specialists to find projects posted by private the best professionals in the construction. This digital service intermediation site for establishing good relationships with which offer their own services to attract, inform, and The move to digital has also benefited industrial companies tradesmen, installers, roofers, facade engineers, specifiers, experiment, and then to sell to and foster loyalty amongst architects, etc. ATTRACT: Sekurit launched the “Expérience Sekurit” ‹ Smartphone application in December 2016, where an trade customers, the brand has a number of innovative Avantages Pro, for computer, tablet and Smartphone. For its configurator to examine and compare solutions including services that are unique in the marketplace: Solu +, a worksite option of immediate energy efficiency evaluation and prices evaluations; Cap Renov +, a simulator that provides the may be eligible. In 2016, Point.P also launched Homly You, an calculation of the tax incentives for which the end customer The Building Distribution brands and trade names are seeking services at every stage of their experience. In France, for to increase customer engagement by providing appropriate instance, Point.P Matériaux de Construction offers the Pack the Group’s automotive flat glass solutions: comfort and interactive vehicle introduces the features and benefits of reduction, perceived quality, personal safety and security for style, and connected glass. INFORM & EXPERIMENT: CertainTeed has developed an ‹ customers who are contractors can use to create online visualization tool, ColorView, which the company’s products and colors for use in residential construction. customized exteriors, based on an extensive library of e-commerce platform, glaziers, joiners, plumbers, kitchen SELL AND FOSTER LOYALTY: with the MyGlassolutions ‹ made-to-measure products with instant costing and designers and sanitary fitters can configure and order MyGlassolutions was rolled out throughout the United delivery scheduling, and track their orders. belongings, environmental protection and CO 2 France. Kingdom in 2016, as well as in Denmark, Belgium and digital technology-based products and services. The Group’s The Group has therefore stepped up the development of its different Activities are introducing specialist websites, training for customers and distributors, cost estimation e-commerce or augmented reality applications, marketplaces, omnichannel solutions to fulfill customers’ expectations and applications, solutions and services using BIM, etc.: a range of the most appropriate products. improve the quality of their experience, to help them choose 2.1.2 Structuring the omnichannel approach The more channels that are involved in interacting with the customer – websites, social networking pages, emails, forums, experience. Techniques for targeting and fostering loyalty online chat, etc. – the more complex the customer’s Saint-Gobain’s omnichannel approach therefore aims to amongst a client base are becoming more diverse. physical and digital touch points, along the entire customer ensure a seamless and consistent customer experience across experience. In a certain number of Activities, the use of a

with the Group and provide them with flawless service. (CRM) tool allows to monitor customers’ various interactions unique and continuous Customer Relationship Management

THE OMNICHANNEL APPROACH

3

the success of retail sites. networks, and speed of product delivery are key factors in inventory checks by customers, the organization of logistics logistics. The wealth of information available online, real-time The aim of all the digital tools developed by the Group’s as making the process easier for them and meet for their brands is to foster better knowledge of the customer, as well Glassolutions website allows customers to place orders and needs more easily and directly. In the United Kingdom, the the usual methods (fax, email or telephone), including for obtain a quote immediately via their Smartphone, replacing custom requests. show the different stages of a renovation project and the portfolio. Made with special effects, the tutorials were easy-to-use of a number of products in the Quartzolit brand had 4.5 million views. uploaded to the brand’s YouTube channel and have already The step-by-step tutorials from Saint-Gobain Weber in Brazil a better insight into the different applications of Saint-Gobain Augmented reality applications also allow customers to gain created Scene Weaver, its first augmented reality application products. Similarly, Saint-Gobain Adfors in the United States for visualizing and selecting mosquito screens. Scene Weaver their products and ensure brand visibility. In Distribution, All Activities have rolled out digital strategies to differentiate develop e-commerce services, supported by state-of-the-art Saint-Gobain is adopting an omnichannel approach to seeking a mosquito screen and would like a real-world is intended for any private individual or professional who is demonstration videos for learning how to install the mosquito preview of how the product will look. As well as screen, and links to online sales sites for distributors, the user

55

SAINT-GOBAIN - REGISTRATION DOCUMENT 2016