Home / ThaiBev's Sustainability
Customer Relationship Management
ThaiBev continuously seeks for new ways to fortify our relationships with our customers across all segments as they play pivotal role in our business success. We place strong emphasis in understanding and responding to their evolving needs.

In order to enhance our customer relationship management sustainability, ThaiBev has undertaken various projects, including the implementation of digital platforms to support customer capabilities. Additionally, we conduct an annual customer satisfaction survey through a third party to gain valuable feedback for further improvement. We are committed to ethical marketing practices, as well as ensuring that all our consumers are treated equitably.
Management Approach
Enabling sustainable growth is ThaiBev’s key strategy and a vital part of the commitment between company and agents to drive the business together. We continue to build long-term relationships with them and encourage them to use digital technology to improve their capability and efficiency. We have created a loyalty program, alongside other activities, for agents and other customers such as Sub-agents, retailers, food shop etc. to encourage greater engagement. To further develop family businesses, we also educate the next-generation owner to enable them to continue their businesses smoothly.
Strategy
ThaiBev seeks to build strong relationships with our customers (B2B) to with our consumers (B2C), in order to build brand loyalty and engagement:

ThaiBev’s PASSION 2030 focuses on two strategic trusts: leveraging digital platform for growth, and achieving competitive reach. To ensure attainment of those two thrust, the company has launched various initiative including
  • Supporting sales agents and retailers to improve digital management skills and operation effectiveness
  • Annual sales agent conference to update business opportunities and market trends, including ESG
  • Joint sales planning with large customers
Target
Customer Satisfaction Score at
95%
Remark: Excluding overseas operations
Key Projects
Customer Relationship Management (CRM) in F&N Dairies Thailand (FNDT)
F&N Dairies Thailand (FNDT) has partnered with Makro HoReCa, the yearly business grand event, where they showcase their key brands and products. The event is designed to cater to both B2B (business-to-business) and B2C (business-to-consumer) segments, with FNDT presenting a variety of F&N dairy products and with their applications. This partnership highlights FNDT’s commitment to expanding its reach and strengthening its presence in the Thai market, while providing valuable networking and business opportunities for professionals in the foodservices and retail sectors.

FNDT continues to build and develop a comprehensive Consumer Relationship Program aimed at fostering long-term engagement by combining product education and business management to help our consumers/operators build a sustainable businesses as well as deepening our relationship with our brands i.e. Teapot Beverage/Cooking Training at Makro, OMT. This to increase their skill and knowledges.

Business Partner Development Plan (Online): FLOW Digital Platform for Growth

The FLOW application offers a streamlined, efficient platform that significantly reduces operational hassles for retailers by automating and simplifying tasks that are traditionally time-consuming and error-prone. With FLOW, retailers no longer need to rely on manual orders or wait for sales representatives to restock their shelves. Instead, they can browse the entire product range, select items, and place orders directly from their mobile devices at any time. This flexibility streamlines inventory management, as retailers can track stock levels, monitor order status, and even schedule deliveries to fit their unique business needs, minimizing the risk of stockouts or overstocking.

Discovering new products on FLOW brings several key benefits for retailers. By having direct access to ThaiBev’s latest offerings and product innovations, retailers can stay ahead of market trends and differentiate their stock from competitors. FLOW showcases new items, limited editions, or seasonal products, enabling retailers to quickly add fresh options that attract customer interest and boost sales. In addition to these operational benefits, FLOW supports retailers’ growth by providing data-driven insights and personalized promotions that are tailored to each business. Retailers can access insights on popular products, seasonal trends, and customer preferences, allowing them to make smarter purchasing decisions that align with demand. Personalized promotions within FLOW also help retailers increase their margins by taking advantage of discounts and exclusive deals that drive sales.

By simplifying ordering, inventory, financial management, and offering data-driven recommendations, FLOW empowers retailers to operate more efficiently, reduce costs, and ultimately expand their business potential. For ThaiBev, FLOW represents a powerful channel to strengthen relationships with its retail partners. By providing direct access to retailers, the app helps ThaiBev better understand customer needs, tailor promotions, and respond quickly to market trends. This direct link also allows for improved distribution efficiency and customer insights, enabling ThaiBev to drive sales growth and loyalty among retailers.

Overall, FLOW benefits both ThaiBev and retailers by fostering a more connected, data-driven partnership. It supports retailers’ business growth, while allowing ThaiBev to enhance service delivery and deepen customer engagement, creating value for both sides in the competitive beverage market.


Business Partner Development Plan (Offline)
Reach Competitively
ThaiBev continues to develop its sales operation program by closely working with agents as business partners to pursue sustainable growth in sales and profits. The company has organized various Agent Development Program with ThaiBev (ADEPT) courses for business partners.

Cash Van Agent (CVA)
The Cash Van Agent (CVA) development team started with the objective of supporting agents selling through cash van channels to achieve profitability. Their aimed was to drive sales per vehicle up to 1.5–2 million Baht per month, focusing on visit frequency, effectiveness in store visits and closing sales, and revenue per bill. This was based on manual data collection without information on product distribution or active outlets.

The company is now focusing on product distribution and active outlets to enhance the efficiency of sales areas, so the CVA Development team in 2025 will strive to establish a system for accurate data collection. This initiative will begin with:
Communicating with sales agents: ensuring that agents input sales data accurately and truthfully.
Coordinating with agents and support teams: extracting data from B-Plus, a system introduced by ThaiBev to assist agents in managing their business operations.
Building a team database: developing a database to analyze and evaluate product distribution and active outlets.

CVA Project Performance 2024
  • 29 agents in total participated in the CVA project
  • Total sales increased by 23% compared to 2023
  • Total outlets increased by 17% compared to 2023

Warehouse and Logistic
Counter Stock Counter Stock is a program designed to count product accurately for use in warehouse management.
  • Enhances stock management efficiency by reducing workload and minimizing errors effectively.
  • Provides precise reporting, enabling quick product tracking.
  • User-friendly interface accessible via tablet for ease of use.
  • Improves warehouse management, increasing operational efficiency.
  • Reduces the risk of stock loss

Logistic
  • Agent Backhaul: This process enables agents to pick up products directly from Thai Beverage Logistics (TBL) warehouses after delivering goods to sub-agents. It enhances vehicle utilization for agents and provides additional income for transport drivers. Moreover, it enables agents to efficiently plan fuel usage, leading to optimized operations and a reduction in workforce requirements.
  • Direct Delivery to Agents: Products are delivered directly from the manufacturing facility to agents, reducing transit time compared to standard delivery processes. This ensures fresher products for agents and creates revenue opportunities through the “Bring Back Home” program, where agents collect used bottles from customers and sell them back to Thai Beverage Recycle (TBR).
  • ThaiBev Fleet Card for Agents: Agents can enroll in this program through TBL to receive fuel discounts. This initiative helps agents improve transportation efficiency and operational effectiveness while reducing the risk of employee fraud in fuel refilling processes.
Back-end System
Van Sale Risk Management is a system designed to verify the accuracy of data in van sales operations, with the purpose of alerting users to any data irregularities. The features of the system are:
Features of the System:
  • Sales Invoice Verification: ensures the accuracy of sales invoices recorded in the van sales system.
  • Stock Issuance and Return Monitoring: tracks and validates the process of stock issuance and returns within the van sales operations.
  • Document Approval Audit: verifies the correctness and legitimacy of document approvals in the van sales system.
  • Data Reconciliation with Accounting System: compares and validates the data against the accounting management system to ensure consistency.
ChokChai Shops
With the motto “Good Sales, Good Profit, Good Relationships”, the aim of this project is to strengthen partnerships with traditional retail outlets and digitalize the value chain to ensure they are able to drive their businesses more systematically and sustainably.

The number of store owners in this program grew by 6,872 during 2024 to the total of 18,489 outlets as of end fiscal year. Among these stores, ThaiBev also support Point of Sales (POS) tools to 2,628 stores owners. This program receive positive feedback as it helps store owners to improve merchandising display, product sorting, stock management, which lead to higher sales profitability.

Before - After


Business to Consumer (B2C) Engagement
To connect with end consumers, build sales, and conduct promotions, Sermsuk launched an online B2C channel that offers a multi-brand experience on the non-alcoholic beverages official store “Sermsuk Click“ and across four online marketplace platforms. The 2024 results show 380% growth, with high potential to grow further.

Business to Business (B2B) Engagement
“Chang Family”. The “Chang Family” LINE Official Account strengthens relationships between ThaiBev and its partners and is a tool for point-based activities, supporting sales teams in achieving their goals. In 2024, 19,051 customers connected with “Chang Family”.

The “Sermsuk Family” LINE Official Account has seen continuous growth and now has more than 100,000 members. It serves as a platform for communication, promotions, and fostering brand loyalty and engagement with trade partners, including retailers, food shops, restaurants, and key accounts.

Customer Relationship Management (CRM) in Modern Trade Management Joint Business Plan with Modern Trade Customers
MTM did organize the CRM activities that built strong connection and insight relationships with top key account customers in order to grow and sustain business opportunities throughout the year 2024. Joint Business Plan (JBP) with 7-11 helps align mutual business direction and good business cooperation. Chang Unpasteurized Beer is the good example of making talk of the town NPD launch as first time ever for aluminum bottle in Thailand since November 2024.

Top to Top Meeting with CP Axtra (Makro & Lotus’s), meeting of Chief and top management team of both corporation. The business direction and opportunities are aligned including way of work to unlock unleashed potential of both parties. The high support from top management generate a good outcome of sku commercialization and operational projects such as festive pack of Chang beer for Lotus’s during Euro Football Tournament in June 2024.

Annual business plan with Big C is another way of build strong business relationship to grow business together. The good support of Siam Saphire (NPD of premium spirits) launch in tourist nationwide and increase of est’s shelf share from 0.5 to 1 bay are the impressive cooperation to grow business together.
ThaiBev customer satisfaction score
98%
F&N customer satisfaction score
99%
Remark: Excluding overseas operations
Moving Forward
Enhancing Market Accessibility with Robust Distribution Network
ThaiBev is committed to improving efficiency in delivering products and services to ensure comprehensive customer satisfaction across all distribution channels. Leveraging a strong, seamless, and widespread distribution network, we excel in cost management and delivering high-quality services. This approach strengthens competitive advantages and optimizes access to target customers effectively.
Boosting Competitive Edge through the “Digital for Growth” Strategy
ThaiBev focuses on comprehensively integrating digital technology into business operations. This includes sales automation systems to enhance efficiency, agility, and competitiveness. Additionally, we are developing cutting-edge digital platforms to cater to evolving consumer behaviors in the digital age and to support business expansion effectively.