denisramboux Testimony avatar
Denis Ramboux
Sales & Marketing Director, Europe

Customer-centricity has always been our priority, the aim being to deliver an outstanding customer experience. Our dedicated call centres, logistics teams and quality experts work hand in hand to deliver a frictionless, rapid and reliable customer journey. Our motto is fast, easy and fun.

Short biography

Denis Ramboux is Sales and Marketing Director (Europe) at AGC. During his 20 years in the glass industry, he has worked in Europe, India and Brazil and embraced responsibilities in marketing, sales and business development. In his current position, he supervises the sales of the approximately two million tonnes of glass produced annually by AGC and sold to over 1,000 customers by 200 passionate employees active in sales, marketing, promotion, technical support, order intake and communication.  

expertramboux2
What role does digitalisation play in your vision of customer service?

“Customer-centricity has always been our priority, the aim being to deliver an outstanding customer experience. But in today’s fast-moving world, this is becoming increasingly challenging. You don’t do business like you used to do in the past. That’s why we aim to continually improve all aspects of our service, including order placement and confirmation, lead times, quality, reliability, and, above all, having the right glass products in stock. However, it’s quite challenging to anticipate what customers will buy tomorrow in order to best plan and produce what they need. This is where digitalisation can play a major role, for example, by helping to better understand and plan the whole production process.

This is only the beginning; once the customer wants to order the glass, we need to furthermore ensure that we answer all his/her needs, which are different for everyone. Some customers want to order via their own system, for others we offer an online platform through which they can place and track all orders as well as invoices, claims, etc., still other customers prefer to interact via e-mail or by phone. Whatever their preferences are, our aim is to deliver a frictionless, multi-channel, customer experience.”

That’s why we aim to continually improve all aspects of our service, including order placement and confirmation, lead times, quality, reliability, and, above all, having the right glass products in stock.

Denis Ramboux
How would you define a frictionless customer experience?

“A journey without hurdles. Our dedicated call centres, logistics teams and quality experts work hand in hand to deliver a frictionless, rapid and reliable customer journey. Our motto is fast, easy and fun. Let me explain: Fast – We strive to accelerate order confirmation and lead times, we aim to reduce the time needed to resolve claims, our customers don’t want to wait and they are right to be impatient in today’s busy world. Easy – Working with AGC needs to be easy. All interaction with our teams should be direct and efficient, just like when you do your shopping online. It needs to be easy and user-friendly. Last but not least: Fun – We very much believe in people and their emotions. In everything we do, we remain a community of passionate and dedicated people who keep a strong relationship with our customers.”

experttalkdramb
What else underlies your frictionless customer experience?

“One underlying principle for us is to offer the best possible tools to allow our customers to be more autonomous and efficient in their everyday activities, such as the Glass Configurator (an online calculation tool to find the best glazing solution for a given project), My AGC Glass (an online platform allowing customers to place and track orders, deliveries, invoices and claims), and our newly launched product website serving as a relational hub guiding visitors to relevant products and services based on their needs and knowledge, to mention just a few”.

One underlying principle for us is to offer the best possible tools to allow our customers to be more autonomous and efficient in their everyday activities.

Denis Ramboux
Is this also reflected in your portfolio of glass products?

“Absolutely. When it comes to our product portfolio, we strive to offer a comprehensive product range not only suited to tomorrow’s needs but also to our direct customers’ needs. For some ranges, we also offer accessories, such as glues and bonding solutions, technical advice, certification and much more, guaranteeing our customers a full 360° solution.”

experttalkDR9