UrBC, Yekaterinburg, April 17, 2019. ChelPipe Group’s Deputy Marketing & Communications Director Narine Fatykhova is going to give a talk at the B2B eCommerce Conference in Moscow, the Group’s press service reports.

Fatykhova’s talk will be part of the case session on B2B Customer Experience Management; she will speak about the customer service development and online sales in Russia’s largest pipe manufacturing company.

‘The idea that customer experience needs to get managed in every instance of customer interaction is new to the B2B market; this is especially true of large production enterprises. Working to build customer-oriented business processes, creating a seamless order flow, omni-channeling, and e-commerce are the new reality that the B2B market has found itself in, among others,’ the Group’s press service says.

ChelPipe Group was among the first industrial enterprises to launch a customer-oriented transformation program by building a business model that places a human (a customer, an employee, a supplier, a partner) at the center. The company now runs customer experience management and e-commerce departments and implemented a number of first projects in the field last year.

In November 2018, the Group launched an online warehouse shop where customers can buy Chelyabinsk Pipe Rolling Plant’s and Pervouralsk New Pipe Plant’s produce in a couple of clicks. Customers can check if a particular item is in stock, get a price quotation from every warehouse the Group has, and select a convenient delivery type there.

In December 2018, the Group launched a new company website that features their entire range of produce from pipes to drilling equipment to spare parts to after-sale services.