Hand in Hand with Customers

Basic Stance

Throughout the Group, Sumitomo Chemical is working to supply high-quality products and services that satisfy customers’ needs and ensure safety in their use, and sales managers and customer consultation offices provide support tailored to products and specific details.

Framework for Initiatives

Sumitomo Chemical works to accurately and rapidly reflect customers’ requests in product development and improvement by sharing this information among Works, Research Laboratories, and sales personnel. In addition, data on customer complaints and requests for improvements in product quality are stored on an internal database to prevent similar issues from occurring.

Customer Communication System

Examples of Initiatives

Supporting Development of Resin Products

Sumitomo Chemical conducts research into the structure and composition of resin materials in line with customer requests to offer comprehensive support of their efforts to develop resin products.
In the automotive component field, for example, we offer resin materials primarily aimed at rationalizing production and creating lighter, stronger products with a wider range of functions. In addition, we use plastic computer-aided engineering (CAE) technology to offer information about the formation and processing characteristics of resin materials and predictions about the practical applications of certain resin products.
Going forward, we will work to swiftly develop resin materials in line with customer requests and continue creating new value demanded by the market with our customers.

Initiatives of the AgroSolutions Division-Japan

The AgroSolutions Division-Japan established a customer consultation office related to Sumitomo Chemical’s crop protection chemical products and fertilizers. The division promotes business operations based on a spirit of compliance and prompt, appropriate, sincere service provided with an awareness of the customer’s perspective.
We receive a wide range of questions from customers regarding crop protection chemicals and fertilizers, from how to appropriately use them to the safety of products grown using them. The consultation office works diligently to find the latest information, including registrations, regarding these chemicals to enable the provision of accurate, easy-to-understand information in line with Japan’s Agricultural Chemicals Control Act and other related laws. The office’s consultants are in constant contact with customers, striving to enable them to correctly and effectively use Sumitomo Chemical’s crop protection chemicals and fertilizers.
In addition, the AgroSolutions Division-Japan maintains an agricultural support website entitled Sumitomo Chemical i-nouryoku. Through this site, the division delivers a range of information, including introductions of new crop protection products and fertilizers. The division also issues the i-nouryoku newsletter to members of the site with the aim of enhancing communication with customers.

Initiatives in the Rice Business

In autumn of 2014, Sumitomo Chemical started a business that handles everything from providing rice producers with original varieties of rice seed, crop protection chemicals, and fertilizers; supporting cultivation management; and buying and selling harvested rice. We have teamed up with a range of business partners in agricultural regions, including producers; wholesalers of crop protection chemicals and fertilizers; agricultural cooperatives; and collection businesses. We’ve also joined with distribution partners, including rice wholesalers. Taking advantage of the unique characteristics of different rice varieties with regard to flavor and yield, we have been engaged in producing commercial-grade rice seed, which is in high demand. We will continue to contribute to the development of Japan’s agriculture through new rice production proposals.

Pharmaceutical Business Measures

Sumitomo Chemical started its pharmaceuticals business as the first Japanese company to manufacture synthetic pharmaceuticals based on its advanced organic synthesis technology. Our affiliate Sumitomo Dainippon Pharma Co., Ltd. considers the below listed items to be part of its duty to its customers in the pharmaceutical business.

Looking Ahead

Collecting information through close consultation with internal and external partners, and maintaining a proactive attitude when listening to our customers’ opinions, Sumitomo Chemical remains committed to continuously providing products that satisfy the needs of its customers. Moreover, the Company is expanding information disclosure as a matter of policy in order to provide our customers with vital information in the most appropriate manner.