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.


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 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. 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. The Nutrient Advantage app will be rolled out in 2018. We also host Agronomy Community Forums and Agronomy in Practice courses. Read about these under Best Practise in Fertiliser Use.

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.

 

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


The curriculum includes drilling, loading, crushing and screening training, as well as lectures from industry experts in subjects such as the benefits of the chemical crushing of stone, versus traditional mechanical crushing. These benefits include lower costs, less electricity usage and improved environmental and social impacts e.g. lower dust production. This year more than 130 operators attended the Academy. In Australia, our teams run NOx forums for customers on-site to educate them about the factors associated with NOx production and how to minimise it. Additionally, courses in optimum blasting techniques for both surface mining and another for underground mining are offered to customers.

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.