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Working Together to Deliver Excellent Customer Service

Offering added product value and improved service helped Greif Vietnam regain a customer’s business during this past year. Greif Vietnam produces big bags (FIBCs) serving a wide range of food and chemical segments. 

Facing lost business from a customer, the team in Vietnam was determined to regain this business by offering this customer added value. They found a customized solution for the customer that optimized their packaging process.

David Romano, Key Account Manager for APAC, is proud of the team’s efforts that made it possible for them to “regain a lost business, not by offering a lower price, but by providing added value.” Winning back the customer not only gave Greif Vietnam stable business, but also a good reputation in the market as an added value player. He explains, “If you have the right strategy with dedicated teams behind it, you can win!”

To accomplish this, Greif Vietnam had various meetings with the customer’s on-site employees to observe how the product is filled in the bag and stored. They also spoke to the production and technical teams to discuss a strategy. This research helped them develop a new bag design that would improve the customer’s operations. After agreeing on a design, Greif Vietnam began production. They treated the customer’s first order as a high priority in production and communicated delivery times, so the customer was well informed and served efficiently.

Grief Vietnam’s customer was very appreciative of this dedication to provide them with superior service. The customer gave Greif Vietnam a 10 on the next NPS. They explained that Greif’s services helped decrease their logistics and supply chain costs, while also providing a safe, high-quality bag.

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