ask a lot of questions – sometimes it’s
like being a detective!”
Customer care in the age of
Covid
After considering customers’ specific
needs, Theng Theng typically recommends
a particular product from Palsgaard’s extensive
range of plant-based emulsifiers
and stabilisers and offers it for testing.
However, she says the service goes far
beyond that: “Usually, if the customer
doesn’t have a start-up recipe, we’ll provide
one as a guideline. Others will already
have recipes, but need some help
with using our product, in which case we
can give them detailed advice. We can
also help if they have any manufacturing
issues, for example with stability. In those
situations, it’s common to think that the
problem is with the stabiliser, but It could
be the process parameters, the raw materials
or the mixing method. We’ll work
with the customer to understand where
the problem has occurred – and usually
it’s not with the product!”
Theng Theng prefers a hands-on
approach. Until recently, she would
proactively offer to meet customers in
person, for example attending trials
to observe and advise. Sometimes she
would invite them to the Palsgaard application
lab to run trials together and
sample new concepts, which the team
often develops after visiting supermarkets
to get a feel for trending ingredients
in different countries.
Of course, Covid-19 has changed the
game. “We can’t really travel at the moment,
so we’ve been communicating with
customers through virtual meetings and
webinars. Initially there were some technical
difficulties, but practice makes perfect!
We’ve also been sending out samples, so
customers can still physically see and taste
our concepts. You can talk about recipes all
you like, but when you send out physical
prototypes, people get to see and taste.”
Solving problems, building
relationships
The enjoyment Theng Theng gets from
problem-solving is clear: “I like it when customers
approach us with a challenge, and
we need to do a bit of trouble-shooting. At
Palsgaard, we enjoy sharing our knowledge
and there’s huge satisfaction when you’re
An unexpected upside of the Covid-19
crisis is that there has been additional
time to develop new concepts (photo:
Palsgaard)
IDM, Aseptik, 139 x 200 mm, CC-en31-AZ261 03/20
Performance, not risk
Why do companies all over the world
trust the Contipure AseptBloc? Because it
dependably bottles both high- and low-acid
products. Because it gives you exceptional
resource-economy. And because it works
seven days at a stretch – without taking a
single break.
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Ingredients ¦ IDM
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