50 PRT GROUP /SUSTAINABILITY REPORT 2021 The use of this tool is a key step because it allows the department to share, in a totally transparent way, information and experiences about how every single customer was handled, to automate some recurring actions and discuss about suggested offers. This allows, then, to analyze data about the customers’ interest on specific services and the overall performance of the Sales team. A further novelty that will come in 2022 are webinars, online information sessions addressing the Sales team. As a consequence, the team will be able to present PRT’s solutions to a wider range of potential customers. In 2021, a first test was carried out with the support of a partner, by presenting a chatbot to Public Administration bodies. This seminar helped creating new interesting sales opportunities. 3.2. The quality of service PRT Group takes great care in customer satisfaction; it is a concept involving the staff of that specific department, as well as several aspects of every single commission. Meeting deadlines and carry out deliveries appropriately is not enough. Offering a customized service is crucial in order to establish a trust-based long-term relationship with each customer, up to loyalty building. With this goal in mind, periodical meetings are held within the company. They involve all the several departments in order to promote the exchange of ideas about positive experiences in order to make the latter an integral part of the management processes of provided services. The objective is to pursue a constant improvement in the quality of services, at the same time generating satisfaction and trust. These stimulate concrete behaviors which have a positive impact on the Group’s business and its customers. Over the years, PRT Group has been making considerable investments in order to improve its production processes, and the level of its certifications. Our will to work within the full respect of the environment and people turns into a tangible commitment from the viewpoint of information security, worker’s health and the use of certified materials. Here follow the certifications obtained by PRT: - ISO/IEC 27001:2013: international norm including the requirements to set and manage an information security management system. - ISO 9001:2015: norm defining the requirements of a management system for the quality of an organization. - ISO 45001:2018: international norm specifying the requirements of a management system for health and safety on the workplace. - ISO 14001:2015: international norm specifying the requirements of an environmental management system of an organization. - AgID (Agency for Digital Italy) Certification: international norm specifying the requirements of an environmental management system of an organization.
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