Premium service for pulp customers
Metsä Fibre’s 360 Service provides pulp customers with services tailored to their exact needs.
Text: Elina Hovinen Photo: Metsä Fibre
Metsä Fibre has integrated its services for pulp customers into a unified service package. The renewal is based on a desire to develop the customer experience and serve customers even better. “Our goal is to serve our customers comprehensively and offer expert support in all inquiries and situations,” says Tom Nickull , VP, Sales Services at Metsä Fibre. The service is tailored to the customer’s specific needs and covers six areas of expertise. Nickull encourages customers to contact their Metsä Fibre sales representative to explore how the 360 Service can meet their business needs. “Our experts are ready to help customers make the most of the benefits provided by our service concept.”
Technical Expertise services
Technical Expertise services give pulp customers access to Metsä Fibre’s extensive technical expertise. This helps customers improve the performance of the products they manufacture with Metsä pulp. The Technical Expertise service helps customers with their technical questions and provides training on various product features. For example, the service helps customers to compare pulp qualities so that they can select the most suitable one for their product.
Field service
The Field service helps pulp customers optimise pulp processing and improve energy efficiency. As part of the service, Metsä Fibre specialists visit the customer’s production plant to get to know their processes, machinery and devices. A more detailed analysis of the process ensures that the customer can gain maximum value from Metsä pulp.
Metsä Pulp Online service
With the Metsä Pulp Online service, Metsä Fibre’s pulp customers can track their pulp deliveries and examine sustainability data at any time of the day, no matter where they are in the world. After logging in to the service, the customer can see the products they have ordered as well as their quality and delivery information, consignment notes and invoices in real time. They can also print out any necessary reports at any time.
R&D service
The R&D service offers customers specialist research and development assistance in demanding R&D projects that require comprehensive fibre competence.
Sustainability services
Supply Chain services
With Sustainability services Metsä Fibre’s pulp customers can verify that the products they manufacture from Metsä pulp comply with their sustainability requirements. The service also offers pulp customers training and support across various sustainability themes such as applying for certificates. A Metsä Experience visit supports customers’ sustainable development efforts. During the visit, the customer can learn about sustainable forestry, the origins of wood, various harvesting and regeneration methods, and pulp production at one of Metsä Fibre’s pulp or bioproduct mills. Each Metsä Experience visit is tailored to the participants’ needs.
Supply Chain services provide pulp customers with efficient, responsible and reliable global pulp deliveries. As part of the service, Metsä Fibre offers customers consignment stock services in which Metsä Fibre manages the replenishment of the customer’s pulp stock as instructed by the customer. Invoicing is based on the amount of pulp used by the customer. Using a radio frequency identification (RFID) tag attached to the pulp unit, the customer can track the unit’s data in real time within their own process. The batch and quality data recorded in the RFID tag are stored in the Metsä Pulp Online service. •
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