Customer Forums

Learning, collaborating and networking opportunity: CHEP Customer Forums

Our Forum program is about connecting with our customers and building improvements to your business and ours.

With over 550 customers involved, we’ve been running Customer Forums and Working Groups in Sydney, Brisbane and Melbourne since 2011. Focused on developing best practice equipment control processes, we’ve expanded the program to Adelaide and Perth. The forums and working groups are hands-on sessions designed to promote discussion and deliver actionable outcomes. 

Since our 2016 customer forums, we’ve been working on a number of projects around the country, developing initiatives and solutions in key areas important to you. 

We're committed to continuously improving your experience with our platforms, services and people. Based on the valuable feedback and insights you share with our team via our forums, surveys and over the phone, we take the necessary actions. Click here to see how we're making it easier to do business with CHEP Australia.

Insights and Actions from our recent Customer Forums

Based on discussions in our forums last month our team has identified four priorities to help drive best practice in the pooling community and improve your experience with us. We’ll keep you posted on progress with these and reach out for input and involvement where relevant. 

Customer Forum Insights Picture
1.    Integrated Paperless Process

When sending goods to trading partners companies send one set of documentation for the goods and separate documentation for the pooled equipment. Independent reference numbers are often used to link the documentation for goods to the equipment. Variation in practices between companies causes administration complexity and can increase the risk of loss. We’re keen to start a conversation with customers and industry around the opportunity of integrating processes to improve simplicity and reduce risk.

2.    Equipment Control Training

Having a good equipment control culture is key to effectively managing your CHEP account and reducing costs and the risk of loss. A good culture is built from having the right knowledge, skills, practices and process. We have developed our training framework to help drive best practice in equipment culture across the community. We’re currently building in the feedback we received at the forums to ensure what we deliver adds value for your business.

3.     Trading with non CHEP account holders

Best practice transfer process recommends the transactional accountability and flow follows the physical flow of equipment through the supply chain. The process is not always followed due to companies not having a CHEP account or not wanting to use their CHEP account, with alternative processes in place such as exchange or IOU. This can increase administrative complexity and the risk of loss for sending parties. We’re reviewing the tools and resources we have available as well as new ways that can help you manage and improve process and practice.

4.     CHEP Communications

We listen to customer feedback and continuously improve our products and services to have a positive impact on our customer business, and our business. Customers have told us they are often not aware of the tools and resources available to them to improve efficiencies and reduce loss. We’re focusing on how we can ensure we’re getting the right messages to the right people.