In addition to traditional pulp sales, we provide a range of services which allow customers to improve their processes and develop their business together with our technical specialists. IN COOPERATION WITH THE CUSTOMERS
JENNY BELITZ-HENRIKSSON, photos SHUTTERSTOCK, PETRI LYYTIKÄINEN
Metsä Fibre’s operating philosophy is based on first-rate service and solid fibre expertise which differentiate it from other industry operators. With close customer coopera- tion, the company is able to create clear added value for its customers’ business. “It’s important to listen to the customers and even ex- ceed their expectations,” says Metsä Fibre’s Tom Nickull , VP, Sales and Development of Services. Nickull keeps an eye on what the customers want and follows the signals coming in from the field. They are the basis on which the global services are continuously developed. “We also think about services which would allow us to help our customers with their own customers. Our cus- tomers are happy to choose a partner which, in addition to pulp, provides them with expertise and support that they don’t have within their own organisation,” says Nickull. HELP WITH STORAGE AND THE MONITORING OF SHIPMENTS Smooth logistics are a basic essential that must be in order everywhere. “The pulp must meet with the agreed quality, be at the right place at the right time, and there must be the right amount of it. When the logistics work, customers don’t need to worry whether their pulp has arrived or not,” says Nickull.
Metsä Fibre helps its customers in tracking materials and in stock management. RFID tracking technology makes deliveries easy to plan and stocks easy to replenish. Every pulp unit leaving one of Metsä Fibre’s mills is automatically tagged with an RFID tag. The RFID tag allows customers to monitor the material flows they consume, even per individual paper machine, in the Metsä FibreOnline service. With the service, the pulp customers can also access quality and delivery reports, even if they do not have equipment capable of reading RFID tags. “For now, the FibreOnline service is available in English. A Chinese version is on the drawing board because there is a definite need for it,” says Nickull. WANTED: SMOOTHNESS AND SAVINGS Customers want services that help them improve product quality and cost-effectiveness. Technical improvements are often visible directly under the bottom line as savings, and these can be substantial. In one project Metsä Fibre reviewed the base paper reci- pes of a tissue paper manufacturer and optimised them on the basis of simulations. After that the customer carried out test runs which confirmed the simulated end result.
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