PITTSBURGH – PPG Industries’ coil and building product coatings business has launched two online self-service tools that enable customers to order and track requests for product data sheets (PDSs) and color-matched metal panels through PPG’s color-match system (CMS).
The tools are part of the INDX™ Knowledge Hub suite of online self-service applications PPG is developing to make customer-service functions more transparent and responsive.
Called the COEX PDS INDX and COEX CMS INDX tools, the two applications enable PPG customers to order product data sheets and color-matched metal panels using selection criteria such as product brand name, color name, PPG product code, metal substrate, customer name, delivery location and others.
After entering a request into the INDX Knowledge Hub, customers receive a “request ID” and tracking number enabling them to monitor the request throughout the fulfillment process while providing an estimated final delivery date.
Relevant contact information such as shipping addresses, phone numbers and e-mail addresses are built into the INDX Knowledge Hub for every customer with a registered name and password, ensuring accurate delivery when product data sheets or color-matched panels are ready for shipment.
Chad Crawford, PPG Color Services Manager, Industrial Coatings, said the INDX Knowledge Hub is automating what had been a cumbersome manual order-fulfillment system.
“We have tested the two new order-tracking applications within the INDX Knowledge Hub for months with pilot users, and the feedback has been universally positive,” he explained. “Customers like that they can now track PDS and color match requests throughout the process. Even more important, the system has significantly streamlined our internal request-tracking and order-fulfillment processes so that we can respond to and fulfill customer-service requests much more quickly and accurately.
“We’ve worked really hard internally and with our pilot users to make this system seamless and intuitive,” Crawford added. “Now, instead of making a phone call, customers can log on and, with a few mouse clicks, be fully informed about the status of their PDS or color service requests. We have several new applications in development that will be added to the INDX Knowledge Hub to make it even better moving forward.”
For more information or to register for access to the INDX Knowledge Hub, visit www.ppgideascapes.com or call 800/258.6398.