CRM Customer Relationship Management
Customer Relationship Management (CRM) Unit
A reliable bridge between consumers and Sanan Shimi Saipa production lines
At Sanan Shimi Saipa, a sale is not the end of a transaction, but the beginning of a commitment. The Customer Relationship Management (CRM) unit has been established to continuously monitor stakeholder satisfaction and provide transparent responses to their needs. We believe that every comment, suggestion, or complaint is a valuable opportunity to improve the quality of TORNADO products and enhance our organizational processes.
Mission and services of the CRM unit
This unit acts as the customer’s advocate inside the organization and is responsible for the following tasks:
Customer complaint handling
Receiving, registering, and tracking any dissatisfaction regarding product quality, packaging, or distribution. All technical complaints are directly referred to the Quality Control and Laboratory Unit, and the analysis results are communicated to the customer in writing.
Customer satisfaction measurement (CSM)
Conducting periodic surveys of customers, agents, and business partners to measure satisfaction indicators and identify areas for improvement across the value chain.
Technical and purchase consultation
Answering consumer questions about choosing the right oil for their vehicle, correct use of antifreeze, and technical information on products.
Complaint and feedback handling process
We are committed to handling all cases in the shortest possible time with full technical accuracy:
Request registration:
Receiving your message through the website form, phone, or email and issuing a tracking code.
Initial review:
Referring the subject to the relevant department (Sales, Laboratory, or Warehouse).
Corrective action:
Performing necessary tests (for quality‑related complaints) or resolving the operational issue.
Response:
Contacting the customer and presenting a final report on the actions taken.
Follow‑up:
Ensuring the customer’s satisfaction with how the case has been handled.
Feedback and complaint submission form
Dear customer, to help us process your request more quickly, please complete the following information carefully. If your message is related to “product quality”, please make sure to include the Batch Number printed on the package.
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Contact CRM Experts
In addition to the form above, you can also contact our experts during office hours via the following contact methods: