Enabling a Global Technology Company to Respond to ESG-Related Customer Survey Requests
Challenge
The client, a global leader in audio electronics, receives ESG-related surveys and questionnaires from their customers on a regular basis. Antea Group has been assisting the client in completing and submitting these questionnaires to their customers.
Up until May 2021, there was no formal process in place to be able to traffic all the customer requests to one central location. Requests were being sent to multiple people within the client organization and bounced around until they finally made their way to the Antea Group team. Usually, by the time the request was received, the due date for submission had either already passed or was quickly approaching. In some cases, the requests never made their way to our team and were answered by someone internally within the client organization.
This posed a reputational risk for the client with their customers as well as an issue of inaccurate or inefficient reporting and disclosure. It is imperative that the client responds efficiently, accurately, and consistently to all customer requests. Many of these requests need to be completed and submitted to the customer in order for the client to continue being a supplier for their organization. Antea Group is there to ensure that all requests are completed prior to the due date with the best responses possible.
Solution
In May 2021, Antea Group worked with the client to set up an email address where all requests could be sent (questionnaires, surveys, questions, etc.). This ensured Antea Group would receive all requests in one central location within a timely manner.
Customer ESG-related requests range from various surveys and questionnaires relating to the client’s GHG/emissions goals, targets, and data, to their policies and procedures relating to ESG topics, health and safety practices, and data, to their stance on human rights and modern slavery, etc.
Once requests are received via the email, Antea Group experts provide support to the client in responding to these surveys and questionnaires accurately, efficiently, and consistently while also assisting in developing and implementing plans and procedures to help them to help their customers meet their goals.
Result
Before the email was set up, the rate of submitting requests on or prior to the due date was 28.75%. After the set-up of the email in May 2021, the rate of submitting requests on or prior to the due date increased to 60%.
Antea Group is providing ongoing support to help educate the client’s internal employees on these ESG-related requests from customers. As the client is a large organization that spans globally, there is opportunity for continuous improvement to help the process become more efficient.
