Better claims handling increases customer satisfaction

Tetra Pak Germany has made substantial cuts in the time needed for handling customer claims. The method will now be rolled out globally, to increase customer satisfaction.

Every customer expects a swift handling of a claim, whether it is a broken car engine or a bad apple. The food packaging industry is no exception. Although technically advanced and continously maintenanced, almost any packaging line will sooner or later have a technical issue leading to the customer posting a claim.

At Tetra Pak in Germany, a new way of handling these claims have cut lead times for settlements substantially. By moving the internal decision making to the front end, Tetra Pak has become more agile and customer oriented.