At UltraTech Cement, customer centricity is at the core of all our initiatives. We call it 'Mission Happiness.' Delighting our customers is the key objective of Mission Happiness. We reach out to our customers to take their feedback on our products and services. Customers include individual house builders (IHBs), masons, engineers, and channel partners like dealers & retailers.
Customer responses are recorded. Any concerns raised are addressed on priority through a seamless process with minimal turnaround time. Each member of Team UltraTech puts in efforts every single day at work to ensure customer delight. It has now become a part of 'who we are' and 'how we work'. At the end of the day, having served a happy and satisfied customer, gives us a sense of pride.
Our customer centric approach rests on the three principles of 'Listen, Learn and Act'. The focus is not just on selling a product or providing service, but to have stake in the customer's choice, understand his or her needs, learn from their feedback, as well as design and implement better solutions to enhance customer experience.
At UltraTech, we are constantly working to bring out enhanced services based on customer feedback. Some of the innovations include awareness kits for IHBs, timely information and knowledge support via SMS and WhatsApp for masons & engineers, extended timings for warehouse operations for the convenience of our channel partners.