Opticom was the obvious choice for a deep dive
Ari Borg, Suzano’s Director of Biopulp Application Services and Fiber to Fiber:
“Suzano is always keen to optimise its offering to our customers through value-added services such as our Biopulp platform and constantly seeking ways to increase the touchpoints across projects where we can interact with and add value for our customers. We can’t improve if we don’t fully understand and anticipate our customers’ needs, however, which is why we chose Opticom to conduct a deep dive into all aspects of our technical customer service."
“We do use a generic agency for some internal customer experience work, but this in-depth analysis required a consultant with industry knowledge and Opticom’s experience of the sector and the methodology they employ made them the obvious choice. They understand our value chain and know our customers, they are well known and well connected within the industry and they really know how to conduct meaningful interviews, always in the native language of the respondents who were global, including Asia. All these advantages were a USP for us and we were not disappointed. Everyone was willing to talk to Opticom with the interviews yielding considerable insight and actionable feedback on what direction we should take next.
“Opticom are the most specialised research consultants in the pulp and paper sector that I know of, but they’re also adept when it comes to strategic thinking, adding real value to the data by extrapolating meaningful results and offering educated advice.
“We’ll be organising internal workshops to discuss Opticom’s suggestions going forward and then we’ll decide how to engage them further.
“In short, they gave us exactly what we wanted. We felt heard.”