Customers
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Self-assessment of quality of relationships: Excellent |
Why we engage
The more closely we engage and collaborate with our customers, the more likely we are to understand and respond to their evolving needs by offering relevant solutions in the form of sustainable and practical products and services. This partnership approach builds the loyalty and long-term relationships that enable us to thrive.
Shared priorities | Our response | |
High levels of service | In SEU, we enhanced services levels by launching Paperini that allows customers to accurately track their paper deliveries. The tool, which can create an automated arrival notification and, subsequently, an automated credit note is currently being trialed by several logistics and carrier companies in Europe. We also established new infrastructure in Sweden and Denmark that enables us to distribute paper to printers within 48 hours. The SNA eCommerce site is a customer portal with multi-language capability that connects customers 24/7 to real time information such as order status, inventory checks, document printing, claims reporting and order placement so they can plan and manage their business better. This included access to our carbon calculator where the greenhouse gas emissions associated with their order can be determined and the amount of emissions avoided by using a Sappi product that has a lower carbon footprint than the US pulp and paper industry average. In 2020, Sappi expanded the eCommerce customer experience to include casting and release papers globally. During Covid-19 lockdowns all regions ensured that they engaged with customers to ensure we could meet their immediate requirements. |
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New or enhanced products that meet rapidly changing market demand |
Consumers have become increasingly aware of social and environmental issues and our customers are looking to us for help in this regard. Against this backdrop, our Innovation and sustainability teams enable us to put sustainability at the heart of everything we produce, enhance our understanding of our customers’ current and future needs and enable us to bring new products to market at a faster pace. Where relevant, we will conduct R&D and develop products to suit customers’ specific needs. Read more: Developing and commercialising innovations in addition to adjacent businesses |
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Support for paper, packaging, dissolving pulp (DP) and sustainability goals |
In FY2019, Sappi joined the Sustainable Apparel Coalition (SAC) and in 2020, Cloquet Mill completed the Higg Facility Environmental Module (FEM) sustainability self-assessment for Verve, our DP brand. The results position the mill as a leader in sustainable practices, evidenced by a low environmental footprint. The Higg FEM self-assessment tool is part of the Higg Index suite of tools that was developed by the apparel industry to evaluate materials, products, facilities, and processes based on environmental performance, social labour practices, and product design choices. |
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Information and campaigns to promote print as a communication medium and encourage the use of packaging |
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Information about the fibre sourcing and production processes behind our brands |
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Technical and thought leadership information |
Globally, a series of technical brochures and thought leadership pieces are available on our website www.sappi.com
Our paper and paper pulp product offerings are supported by strong technical teams at our technology and R&D centres. |
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Opportunities for value creation
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Challenges for value creation
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Collaborating to boost disruptive innovation
We joined forces with VIGC (Flemish Innovation Centre for the Graphic Communication) and EY to launch one of the first graphic arts industry hackathons – a method of creative problem solving designed to boost disruptive innovation. During 24 hours, teams of start-ups, scale-ups, corporates and students, supported by a team of experts and coaches, could collaborate and create digital and innovative solutions relevant for the graphic arts Industry. After the hacking, ideas were presented to a mixed jury. Winners of the innovation contest were given the opportunity to showcase their Minimum Viable Product/s to experts and industry decision-makers. at VGIC’s Het Congress event. They also received a Sappi sponsorship of EUR3,000 as well as three months of mentorship by Sappi experts to help bring their ideas to fruition.