Service Team Members

Our Account Executives work closely with our Route Sales and Service Reps (RSSRs) and District Managers. These people are the backbone of the service team. Our route service network is structured in such a way that each facility can depend upon deliveries and pickups on a very regular basis.

Another key component of the Genuine Service Excellence process is our Customer Response Center (CRC). CRC team members are empowered to handle customer requests. The CRC is available to customers at anytime. Advantages of this unique service to our customers include:

• Speaking to a live person
• 85% of all customer requests are fulfilled immediately
• Quick response from CRC on issues through direct contact with all members of the service team
• Access to records of customer calls and subsequent responses. All calls are documented for future reference and insure proper, quicker responses

Managed Service Programs

Our Account Executives will visit customers on a regular basis (usually quarterly) to audit programs and add value to service programs. Account Executives review cost data from the quarter and manage the program so that usage and inventory reports match current needs. We are vested in making sure the services we are providing are a success. They will make recommendations on service adjustments to keep costs in line with budget and deliver other benefits to the customers.

Customer Training

Our service team meets with customers to ensure the SorbIts® system goes smoothly. Our team trains customer end users, using signage and literature, on the proper handling of SorbIts® products. This is an important step in insuring that SorbIts® products are used efficiently.

Customer Feedback and Measurement

Customer feedback is tracked through Customer Quality Visitation Reports (CQVRs). This process ensures that we:

• Maintain healthy, regular communications with each customers’ facility.
• Learn about specific facility and corporate concerns, so we can take action in a proactive manner.
• Measure our performance in order to identify opportunities to improve and adhere to ISO principles.
• Compile information from various facilities and deliver a summary to the corporate level.

ITU and AbsorbTech measure how customers rate our services through these reports. To ensure we are meeting and exceeding our customers’ needs, we strive to maintain a high Net Promoter Score (NPS). An NPS score is generated based on numerical data from CQVRs. In 2010, ITU and AbsorbTech achieved an average 92% Net Promoter Score, well above 50%, which is considered a good score indicating high customer satisfaction.

Safety

Being "sustainable" as a company produces long-term business success through corporate-wide strategies that encompass economic, environmental and social impact issues. Safety for employees and customers plays a big part of the social component.

At ITU and AbsorbTech, a strong safety culture is embraced by the entire company. The ongoing efforts in prevention has paid off — 2009 and 2010 were record years in safety performance. Aggressive safety performance goals were set for the company, and every one of them was achieved.

• ITU's injury rate is less than half of our industry average.
• ITU's Experience Rating has dropped to an all-time low of 0.74.
• Worker's compensation losses in 2009 were less than half of 1999.