Stora Enso teams up with SynGro to drive customer satisfaction

Stora Enso was previously using a time intensive manual process for collecting customer feedback. Motivated to enhance customer experience and create a competitive advantage, it implemented a state-of-the-art Enterprise Feedback Management solution from SynGro. Now Stora Enso is able to collate much greater volumes of customer feedback data, in multiple languages, whilst saving significant time and resource and enabling the organisation to implement a continual improvement process across the business.

The company

Stora Enso is a global paper, packaging and wood products company with over 27,000 employees and 88 production facilities in more than 35 countries worldwide. One of the world's biggest producers of industrial resources, Stora Enso's sales totalled EUR 8.9 billion in 2009. Its customers include publishers, printing houses and paper merchants, as well as the packaging, joinery and construction industries.

The situation

Stora Enso's customer feedback programme had involved in-depth face-to-face interviews with customers in each of its geographic locations annually. It was a time intensive process and was conducted only once per year so the findings were only a snapshot in time.
The organisation was also using a bespoke system to store the data. The user interface was time consuming and complicated and the reporting options limited, making analysis difficult. Put simply, Stora Enso's new CEO wanted to give it a fresh approach.