¨We connected with customers to enhance interaction and create a unique experience.¨
- HM Bharuka, Managing Director, Kansai Nerolac Paints Ltd
Established in 1920, Kansai Nerolac Paints Ltd (KNPL) is one of India´s largest paint companies, with gross revenues of Rs 4,212 crore in 2014-15. It is a subsidiary of Kansai Paint, Japan, the world´s sixth largest paint company. KNPL is the leader in industrial segments and is known for its innovative and environment-friendly products in the decorative segment. With uncertainty in the market leading to low growth and inflation in the first half of 2014-15, the organisation undertook initiatives around influencers, market penetration and operations monitoring, enabling it to post a healthy profit.
Customer experience was a key to success. ¨We introduced new products, influencer push, customer centricity, digital working towards influencer´s welfare and connecting with customers through various media to enhance interaction and create a unique experience,¨ explains HM Bharuka, Managing Director, Kansai Nerolac Paints Ltd. ¨Despite the positive sentiment, the market grew only single digit. Thus, it was important to stay connected to ground reality.¨ Along with systems and processes balancing operations and top line, KNPL was careful in capital expansion when the market slowed. Going ahead, the focus will be on strengthening leadership in industrial coatings and gaining market share in architectural coatings, aided by recent investments in distribution, technology, productivity enhancement, branding and marketing.