Destination:
Unrivaled Customer Satisfaction
At Airgas, we strive to create customers for life. Through our Core Strategy training, the small actions that contribute to outstanding customer service are now embedded in our culture. We have more than 1 million customers, and the performance of our people and products—plus the number of customer touch points available and the ease of doing business with Airgas today—help ensure that their next call for gases, hardgoods, and expertise comes to us.
Customer Segmentation
The Airgas sales force is closely aligned with the diverse customer segments we serve, including Manufacturing & Metal Fabrication; Non-Residential Construction; Life Sciences & Healthcare; Food, Beverage & Retail; Energy & Chemical Production & Distribution; Basic Materials & Services; and Government & Other. Customers get the benefit of working with sales associates who know their industry inside and out. As a result, we deliver the right solutions that help our customers become more competitive and create stronger relationships with our customers for the long run.
Getting Closer to Customers
Airgas is taking proactive steps to ensure that as we're growing in size, we're not growing in distance from our customers. In fiscal 2014, we reduced the size of some of our regions and rolled out a new district manager position nationally—both moves designed to enhance our operating model in which customer engagement decisions are made as close to the customer as possible. We also continued to build out our sales channels so that we're connecting with customers in the ways that work best for them.
AIRGAS Total Access
In our industry, there are hundreds of thousands of small customers that have historically not been sought after by dedicated account reps of any gas supplier due to their level of annual spend. In most cases, they find what they need on their own terms, driving to the nearest store for welding products or calling in a cylinder refill order. With Airgas Total Access, we're seeking out these customers and expanding our proven safety telesales channel across all of the products and services Airgas has to offer. Trained Airgas Total Access telesales associates provide personalized service over the phone through a cost-effective platform that is unrivaled in our industry.
Doing Business Via E-Commerce
In fiscal 2014, we laid the groundwork to transform our website, www.airgas.com, into a robust, interactive, world-class e-commerce tool that will facilitate communications with customers and reduce transaction costs. The new site will provide extensive information on Airgas' products and services, as well as offer customers a more efficient way to manage their accounts, track shipping and delivery, check product availability and conduct online transactions. Our goal is to enhance the Airgas customer experience and attract new customers looking for a productive, user-friendly, and convenient e-business interface.