Customer Relationship Management

Importance and Mission

The significance of strengthening customer relationships and satisfaction lies in the fact that customers are a key stakeholder group that drives the widespread transition to clean energy. At the same time, reducing carbon emissions is also a priority for many customer segments, including manufacturing, transportation, and energy industries.

Customer retention therefore requires more than the efficient and uninterrupted delivery of energy. Customers also expect technical support throughout the operational period, such as maintenance services and performance monitoring of the energy supplied. The Group provides accurate knowledge on renewable energy usage from the pre-project stage, including the quantitative and qualitative benefits for both customer organizations and society. When these benefits align with the customers’ sustainability direction, they further enhance customer satisfaction at a high level.

Although energy delivery is governed by contracts, power purchase agreements, and strict compliance requirements, the Group does not limit its efforts to meet energy performance expectations alone. The Group is committed to developing relevant innovations for customers, providing new knowledge, and introducing new energy projects that enable customers to access and benefit from renewable energy more effectively. This approach demonstrates the Group’s ability to meet diverse energy needs in alignment with its business goals, vision, and mission.

SDGs in the Customer Relationship Management

Goals and Performance Highlights

Goals

In 2050, the customer satisfaction score was no less than 90%.

In 2030, the number of customer complaints was 0%.

Performance Highlights 2025

Customer satisfaction score is at 98.2%.

There have been no customer complaints.

A 100% review of complaint handling procedures and practices has been completed.

ESG Performance Data

Management Approach

The Group is committed to delivering the highest level of customer satisfaction and creating positive experiences for all customer segments. This includes presenting products through online channels (Digital Approach) that align with customers’ digital communication behaviors, enabling broader customer reach. The Group emphasizes delivering value beyond price while supporting the global mission to reduce carbon emissions through the use of renewable energy.
Installation and delivery are carried out in accordance with contractual obligations and specific legal requirements related to permits. These strict operational frameworks ensure accuracy for both customers and the Group, support timely project progress, and enable customers to receive the benefits that meet their operational needs.
The Group places importance on collaboration and participation in customer activities such as fire drills, emergency evacuation exercises, health and sports events, and fundraising initiatives for public benefit. The Group also evaluates and plans future activities that support customer operations or enhance value from energy use, such as workshops, renewable energy technology showcases, or initiatives that encourage customers to develop renewable energy innovations.
To ensure effective management of customer complaints, the Group requires at least one annual drill of the complaint handling procedure to strengthen operational readiness.

Customer Relationship Management

The Group standardizes its customer relationship management through a Customer Centric approach to deliver the highest quality renewable energy solutions. We aim to elevate our customers from mere service recipients to "Strategic Energy Partners," fostering mutual growth while collaboratively driving greenhouse gas emission reduction goals toward a sustainable future

Alignment with International Standards

ISO 9001:2015 (Quality Management System): Focuses on delivering international standard services, listening to the voice of the customer, and driving Continuous Improvement. Currently, 100% of the Group's operational power plants in Thailand are certified to this standard.
Personal Data Protection Act (PDPA) & ISO/IEC 27001: Enforces Data Privacy and Information Security policies to safeguard the data of business customers.

Customer Relationship Management Process

Pre-sales & Engineering Consultation

Digital Approach: Presenting products and solutions through online channels tailored to customer behaviors, ensuring rapid communication and information access.
Tailored Engineering Consultation: Providing teams of engineering experts to consult, design, and install systems (e.g., solar panels) that meet practical operational needs and align with customers' sustainability goals.

Execution & Delivery

Accuracy & Transparency: Executing installations and delivering projects in strict compliance with Power Purchase Agreements (PPAs) and related legal and licensing requirements, ensuring customers receive the exact agreed-upon benefits.
Real-Time SCADA: Installing 24-hour real-time monitoring and control systems to analyze power generation efficiency, mitigate the risk of system disruptions, and guarantee the reliability of energy delivery.

Post-sales & Customer Empowerment

Customer Empowerment Program: Conducting continuous In-depth Technical Workshops for customers, such as monitoring energy savings via smart systems and performing basic preventive maintenance, to extend equipment lifespan and optimize power generation performance.
Safety & Emergency Preparedness: Collaborating with customers to conduct annual fire evacuation and emergency response drills, reinforcing confidence in the highest safety standards for life and property.

Satisfaction Measurement and Feedback

To drive Continuous Improvement, the Company conducts an annual customer satisfaction survey covering all business groups, guided by the following strategic targets:

Satisfaction Target: Maintain a customer satisfaction level of no less than 85% by 2030, and no less than 90% by 2050 (Notably, in 2025, the Company achieved an outstanding satisfaction level of 98.2%).
Zero Complaints: Continuously maintain "zero" complaints related to products and services.

The Company reviews survey results, feedback, and customer expectations during executive management meetings. These insights are utilized to optimize operational workflows, spanning from the pre-sales process and permitting to installation and final delivery.

Customer Data Privacy

The Company strictly adheres to the Personal Data Protection Act (PDPA) and the Information Security Policy.
Energy-usage information and the trade secrets of business customers are rigorously safeguarded against unauthorized use or disclosure. The Company commits to an annual target of "zero" complaints and regulatory penalties regarding personal data breaches.

Grievance Mechanism

Grievance Submission Channels

The Company provides accessible, safe, and transparent channels for customers to submit grievances or suggestions as follows:

Postal Mail: Audit Committee or Company Secretary, Sermsang Power Corporation Public Company Limited, 325/14 Lan Luang Road, Si Yaek Mahanak Subdistrict, Dusit District, Bangkok 10300, Thailand.

Telephone: +66 2 628 0991-2

Website: www.sermsang.com/whistleblowing/

E-mail: ac.secretary@sermsang.co.th

Grievance Handling Process SSP's grievance handling process is designed to be prompt and fair, consisting of the following steps:

Step 1: Receive & Record: Upon receiving a grievance through the designated channels, the responsible unit will record the information into the database confidentially, strictly adhering to the Information Security Policy.
Step 2: Acknowledge & Preliminary Assess: Officers will contact the customer to acknowledge the grievance and conduct a preliminary assessment of its severity and impact (e.g., engineering, safety, or personal data) before forwarding it to the relevant units.
Step 3: Investigate: For general grievances, the relevant units will immediately investigate and resolve the issue. For complex cases or those related to the code of conduct, the Audit Committee will oversee the process, setting a timeframe to complete the fact-finding investigation within 30 days (extendable by no more than 30 additional days if necessary).
Step 4: Resolve & Respond: The Company will resolve the issue for the customer as quickly as possible, inform the customer of the outcome, and establish preventive measures to avoid recurrence.
Step 5: Follow-up & Continuous Improvement: Grievance statistics will be analyzed through quality review meetings to enhance satisfaction and continuously improve pre- and post-sales services.

Complainant Protection & Confidentiality

Non-Retaliation: The Company enforces strict measures to protect complainants. Individuals who report or file a grievance in good faith will not face harassment or any negative consequences.
Data Privacy Protection: Customer data associated with the grievance will be kept strictly confidential. Access is limited only to directly responsible personnel, and all proceedings are conducted in full compliance with the Personal Data Protection Act (PDPA)