CUSTOMER RELATIONSHIP MANAGEMENT

Creating customer satisfaction in WHA Group is a critical factor in WHA's business profits, especially during periods when changes in customer behavior and preferences effect increasing of challenges in retaining key customers or finding new. Therefore, building trust is the foundation of customer relationships management, and become a core strategy that been used to support WHA Group's long-term economic growth and strengthen stakeholders' confidence throughout the value chain.

MANAGEMENT APPROACH

WHA Group's four business hubs are strategically operated in offering integrated solutions to the Group's customers, driven by the commitment to be "The Ultimate Solution for Sustainable Growth."

WHA Group's core competency lies in the best-in-class facilities, prime logistics locations and the ability to provide an integrated one stop service solutions that fully meet the needs of its customers. The built-to-suit concept is the strategy which WHA Logistics has adopted for its customers seeking a custom warehouse, or factory that meets world-class designed infrastructures and full accommodated operations for lease. WHA Industrial Development (WHA ID) is a leading developer of industrial estates and industrial parks in Thailand, providing developed lands for factories, ready built factories and warehouses for customers. With the aspiration to provide complete services for the customers, WHA Group established WHA Utilities and Power (WHAUP) and WHA Digital Platform to provide utilities and digital services, respectively. WHAUP represents Thailand's largest private provider for industrial water production and distribution, which includes raw water, process water, and clarified water together with conventional and renewable energy. Moreover, WHA Digital Platform is a one-stop shop for digital infrastructures that offer comprehensive information technology solutions for the customers.

Altogether with the provision of the fully integrated solutions, WHA ID has become Thailand's leading industrial estate developer, dominating the industrial estates' market share at a leading position. Hence, WHA ID will continue to pursue its best efforts to serve its customers through service developments and improvements, which corresponds with the Group's mission to become "The Ultimate Solution for Sustainable Growth". As a result, sustaining its leading position in the market.

WHA Group's business areas are strategically and comprehensively designed to suit customers' diversifying needs, therefore, customers' opinions and relationships are crucial, and managed at a group-wide level. WHA Group has in-placed a Customer Relationship Management system that serves as a standardized and centralized database platform used for housing and managing all four business hubs customers' information and requests. At the end of 2021, WHA has launched new CRM system which is part of WHA group's Digital Transformation, allowing an effective and timely responses to customer requests. The application's goal is not only to strengthen customer relationships and experiences, but also to improve customer's profile, increase WHA employee's productivity, reduce manualworking's processes and errors and enhance data accuracy and security. With this database, it allows to share the customer data across WHA group which is enable WHA's employee to focus on customer relation management and customer satisfaction.

To strengthened communication, the WHA Group ensures that it's provided channels and methods are accessible, accurate and convenient for all customers under the four business hubs. The WHA Group distributes quarterly 'WHA Connect Newsletter' to inform customers on company news, activities, training programs and CSR activities. Furthermore, to ensure two-way communications are achieved, the Group conducts regular customer visits, phone calls, emails, appointment of a focal personnel for attaining customers' concerns or requests, provision of a grievance mechanism, etc. Feedbacks or complaints received through the provided channels are processed in accordance with the Group's Customer and Public Complaint Procedure. Upon receipt of a complaint, the Department Manager from the respective business hubs will be informed, and a competent staff will be further assigned to investigate, address and document the filed complaints. Subsequently, the complaints and progress on corrective actions are proposed to the Quality Committee during management review meeting that occurs once a year.

During the outbreak, causing restrictions on site visits from a potential customers, WHA ID has solved the problem by using technology such as teleconferencing and creating a virtual visitor system. WHA ID use MS Team, Zoom, WeChat, Line for meeting and clarifying to customers on concerning issues, discuss on land purchase and sale agreement and lease contracts. WHA ID also conduct virtual conference with overseas prospects who still could not fly to Thailand due to some restrictions to enter our country. Online meeting involved customers from different locations at the same time. WHA ID use 360 virtual in our website to show customers or new prospects our industrial estates, to see proposed developed land, rental buildings and the proposed buildings. This innovation help WHA ID on achieving business growth as well as building trust in WHA ID service and retaining existing customers.