Customer Support and Engagement

IPL fosters strong ongoing relationships with customers through collaborative research and product development, the promotion of best practice use of our products to reduce environmental impacts and increase safety, and through a range of customer support and education technology applications.

 

IPL conducts ongoing research in the development and testing of our fertiliser and explosives products at customer sites, often in response to specific issues that our customers are facing. Read about our work in 2017 under Fertiliser Research and Development and Explosives Research and Development. In 2016 we implemented the customer survey software 'Net Promoter Score' across the entire fertiliser customer base to monitor customer sentiment and to engage our customers on how we can serve them better. Through the Dyno Nobel brand, IPL has a concentrated customer base of large corporate customers. Regular meetings are held with all key customers at least quarterly and each customer has a dedicated business relationship manager, enabling regular communications, and a high proportion of our research and development work is in response to requests from customers to tailor solution to their specific on-site needs. Through NPS, we run a monthly ‘voice of customer’ survey and we examine quarterly ‘touchpoint’ reports assessed through ‘Fertshed’, our online customer transactional portal (see below) which also tracks aspects of customer sentiment. To track our progress, we conduct a weekly customer council that assesses and sets actions regarding customer feedback. NPS will be introduced to our explosives customers in 2019.

 

Fertshed is our interactive online customer software portal. Since 2014 Fertshed has delivered greater efficiency, transparency and enablement  for our customers, agents and dealers.

 

Along with 24 hour ordering capability, Fertshed allows the management of contacts and orders from start to finish, including the ordering of blends from bulk purchases, download of at-the-market prices, confirming availability of stock at the time of order and other benefits.

 

Our Fertiliser business engages with representatives of the agricultural industry online. We operate an online community for agronomic advisors which focuses on providing resources and support, particularly for those in remote locations.

 

The online Agronomy Community is a specialist nutrition website, bringing together Australia’s leading agronomists. It is a comprehensive resource for plant nutrition agronomy and a community where members are invited to participate, interact and network with their peers. The site includes a wealth of plant nutrition information including trials data and reports, videos of fertiliser trials and photo galleries, industry journals, advice and articles. Agronomic Insights provides online articles on cotton and summer crops, winter crops, pasture, sugar, horticulture and plant and soil testing. Established in 2010, the Agronomy Community online forum now has more than 800 members around Australia who share the common goal of advancing the science of plant nutrition.

In addition, our analytical plant and soil laboratory, Nutrient Advantage, offers specialist soil, plant and water testing to advisors and farmers. Our team of agronomists provide specialist advice supported by our Nutrient Advantage Advice software. 

 

An update to our Nutrient Advantage software, NA Pro, will be rolled out to our fertiliser customers in 2019. This will promote the uptake of the LabSTREAM mobile sampling application, which was test marketed with some customers in 2018. The LabSTREAM app allows ‘on the go’ logging for testing of soil and plant samples, with simultaneous geolocation. We also host Agronomy Community Forums and Agronomy in Practice courses. Read about these under Best Practise in Fertiliser Use.

  

 

Case Study: IPF awarded the CRT National Award for Supplier Partner of the Year – Seed and Fertiliser 

Combined Rural Traders (CRT) are an independent group of rural retail merchants and have been supplied by IPF for many years. With over 300 outlets and 240 agronomists, CRT is the largest rural retailing group in Australia. In February 2018, IPF was awarded the National Award for Supplier Partner of the Year in the Seed and Fertiliser category at the CRT National Awards, held at the Perth Convention Centre. Our Fertiliser business received additional nominations in the categories of Logistics and Distribution and Product Innovation.

“It was an absolute honour for the Incitec Pivot Fertilisers business to be recognised at such a high level by the CRT Group,” said Justin Turvey, General Manager, IPF Northern Region. “This award is recognition for the many people across our business who are dedicated to ongoing customer focus and who deliver the best possible experience to our customers.”

“We recognise this as a credit to every individual in our business working together to achieve our business outcomes.”

Left to Right: Ryan Berndt (CRT Bulk Fertiliser Manager), Ian Laube (IPF Regional Business Manager), Noel Matthews (IPF Regional Business Manager), Rhiannon Modica (IPF General Manager – South), Justin Turvey (IPF General Manager – North), Rob Alexander (IPF Regional Business Manager), Chris Farlow (IPF Regional Business Manager) and Sam Hunt (CRT Specialty Fertiliser Manager). 

 


In North America, our Dyno Nobel business operates a Quarry Academy training centre for stone quarry operators.


In 2018 the curriculum included drilling, loading, crushing and screening training, as well as lectures from industry experts in subjects such as quarry planning and metrics, chemical crushing, fragmentation management, vibration control, load and haul cost improvement, safety behaviours, optimizing plant performance, screening and sizing, analytics and business intelligence and the principles of mechanical crushing. The sustainability benefits for our customer include learnings regarding lower costs, reduced energy use, improved safety and reduced environmental and social impacts e.g. lower dust production. This year a total of 128 employees from 47 companies across the aggregate industry attended  the three-day event at San Antonio, Texas.

In 2017, Dyno Nobel released a new and improved version of its Explosives Engineers’ Mobile App. The app equips users with the full range of blasting tools, with worldwide accessibility - even in remote locations.

Our Explosives Engineers’ Mobile Phone App shares information with our customers about the most sustainable ways to utilise our products. The app equips current and potential customers with a full range of blasting tools that help optimise the blasting experience in the field. It also provides an electronic method to research product information, reducing the amount of documentation printed in the field. The Explosives Engineers’ Mobile App includes seven critical blasting calculators, access to our technical library and a comprehensive set of Dyno Nobel product information, including product specs and application uses. Users can also receive real-time updates that feature Dyno Nobel news, recent innovations and new videos. Moreover, worldwide remote accessibility to the app caters to the fact that remote mine sites often experience difficulties connecting to mobile services. In its first six months of operation, the App was downloaded by more than 8000 people.