Management Approach

Customers are key stakeholders that contribute to the company's success. Therefore, the company is committed to developing methods to effectively and efficiently meet customer needs, adhering to policies and principles regarding equal treatment, honesty, transparency, and fairness in accordance with the company's business code of ethics. This includes delivering standard quality products and services that meet customer expectations. The company has outlined strategies to create a positive customer experience as follows:

Performance 2025

Development of product quality and standards

The company is dedicated to delivering high-quality products and services at reasonable prices to support our customers' business capabilities. Consequently, we are committed to developing our production processes to elevate product standards to international levels. The company has achieved certifications for ISO 9001 (Quality Management System), ISO 45001 (Occupational Health and Safety Management System), ISO 14001 (Environmental Management System), and ISO 17025 (General Requirements for the Competence of Testing and Calibration Laboratories). Furthermore, the company developed various management systems integrated at the corporate level to enhance the efficiency of sales planning, production, and delivery.

The company closely monitors trends in the natural rubber market and has observed that leading global customers are placing greater emphasis on production standards, supply chain transparency, and the disclosure of environmental and social data related to products. Therefore, the company has initiated continuous process development and product standard upgrades to prepare for future market demands.

One significant trend is the substantially increasing demand for rubber products that comply with the European Union Deforestation Regulation (EUDR). In response, the company has developed raw material sourcing processes and supplier verification systems to increase the proportion of raw materials from sources with labor and environmental responsibility, such as sources certified under the Forest Stewardship Council (FSC) sustainable forest management standard. Concurrently, we have established documentation and supplementary data systems to ensure traceability back to the origin of raw materials in accordance with EUDR requirements.

In addition, the company conducts land surveys and collects geographic coordinate data of the rubber plantations that serve as our raw material sources. This information is used to assess and verify the completeness and accuracy of documentation and operations at the production sources. In 2025, the company surveyed an accumulated area of over 120,880 rai and participated in EUDR rubber raw material auctions with the Rubber Authority of Thailand to support production and deliver products according to specific customer requirements.

To address the needs of customers aiming to reduce greenhouse gas emissions within their supply chains, the company has developed products and product-related data aligned with this trend, and has compiled the Carbon Footprint of Product (CFP) and obtained carbon label certification for one product: STR 20 block rubber. This supports customers in planning greenhouse gas reductions and working toward carbon neutrality.

The Company's STR 20 block rubber product officially received Carbon Footprint of Product certification on May 24, 2025, with a life-cycle GHG emission volume of 205 grams of carbon dioxide equivalent per kilogram. This is 29.31% lower than the reference value for STR 20 block rubber products in Thailand, which stands at 290 grams of carbon dioxide equivalent per kilogram (Reference: Thailand Greenhouse Gas Management Organization (Public Organization) and the Rubber Authority of Thailand. (2022). Study Project on Carbon Footprint Assessment of Rubber Products and Guidelines for Reducing Greenhouse Gas Emissions toward Net Zero). This demonstrates the efficiency of the company's energy management and production processes, marking a significant milestone in developing natural rubber products that meet international standards and align with the sustainability-focused demands of leading global customers.

Customer Relationship Management

The company prioritizes building and maintaining long-term, positive relationships with customers alongside continuously expanding its new customer base. Consequently, proactive efforts are undertaken to strengthen confidence and unlock business opportunities in both domestic and international natural rubber markets. The company participates annually in rubber association events and conferences across Thailand, China, and Singapore to exchange industry insights and establish business networks on the international trade stage.

As a result of these operations, the company successfully expanded its customer base within the automotive tire industry by one account and acquired a total of five new customers across Asia in 2025. This demonstrates confidence in the company’s ability to efficiently fulfill customer demands regarding marketing, delivery, and coordination. Looking ahead, the company plans to visit customers' factories in India in 2026 to foster relationships with existing clients and extend cooperation with new target customer groups.

As a member of the Thai Rubber Association, the company regularly participates in the association's activities and provides support on appropriate occasions. This includes attending consultative meetings to prepare for the European Union Deforestation Regulation (EUDR) requirements for rubber products, ensuring the company can fully prepare goods, documentation, and relevant data in alignment with customer needs and international trade regulations. Such participation, alongside close and continuous interaction with customers, allows the company to clearly understand customer feedback, perspectives, and expectations. This serves as critical information driving improvements in product quality, service, and supply chain management, while enabling the Company to track market demand trends and prepare effectively for future requirements.

Beyond building business relationships, the company emphasizes instilling confidence in product quality and operational standards. Therefore, existing and target customers are given the opportunity to visit production processes, covering raw material receiving, manufacturing, quality control, as well as storage and packaging. This provides customers with a clear understanding of the company's operational procedures and builds trust in a production system capable of delivering quality products according to customer expectations, alongside socially and environmentally responsible business practices throughout the supply chain.

In 2025, one new customer from the automotive tire manufacturing sector visited and audited the company’s factory to evaluate quality systems and production readiness for supplier qualification. This process encompassed completing questionnaires and sustainability assessments, which the company successfully passed, leading to the commencement of commercial trading. Concurrently, 18 existing customers assessed the company’s raw material potential and yield capacity, particularly at the beginning of the rubber tapping season, to support their production capacity planning and forward contract price forecasting. Furthermore, two existing automotive tire manufacturing customers conducted factory audits to approve and register new product types for use as additional raw materials.

Elevating Service Quality and Communication

The company focuses on developing service quality and sales staff skills, including coordinating, facilitating, and welcoming customers traveling from abroad to ensure they receive maximum benefit and achieve their factory visit objectives with a lasting impression. Additionally, the company utilizes diverse communication channels tailored to customers in each country to resolve customer issues or complaints quickly and efficiently—such as LINE, WeChat, and WhatsApp—alongside implementing a real-time delivery tracking system to enable customers to manage their supply chains with precision.

Providing accurate and precise information to customers is vital for building confidence. The company therefore provides reliable information sources to ensure employees receive accurate and up-to-date news regarding the rubber business, such as GlobalData for information related to global demand volumes for various tire types, Sublime China Information (SCI) for rubber demand and pricing data in China, the International Rubber Study Group (IRSG) for climate conditions and factors affecting global rubber supply, and Bloomberg for updates on the global economic situation, exchange rates, and oil prices that impact selling prices. Beyond receiving information from world-class, reliable sources, the company also emphasizes in-depth data analysis to compile Market Insight reports and sustainability data (Traceability Reports) in accordance with EUDR standards, ensuring that customers receive comprehensive, timely information aligned with the latest international trade regulations.

Furthermore, the company attaches great importance to protecting customer data during communication and business operations. Communication via electronic channels and messaging applications, such as LINE and WeChat, is subject to appropriate access control, limited exclusively to relevant personnel to prevent unauthorized access, use, or disclosure of customers' commercial and personal data. Concurrently, the company adheres to the principle of data minimization by collecting, using, and storing customer data only to the extent necessary for business coordination, trading, shipping, and compliance with legal requirements, customs regulations, and related transport documentation to ensure that data management is proper, secure, and aligned with business objectives.

Customer Complaint Management

The company is dedicated to facilitating and assisting customers in all situations, particularly in circumstances requiring urgent resolution to minimize potential damages. Consequently, the company provides diverse communication channels to supply information to customers, listen to feedback, and receive complaints. Sales and marketing personnel are responsible for managing these channels—including telephone, email, messaging applications, and the corporate website—ensuring customers can contact the company conveniently and receive a prompt response.

The company maintains a systematic customer complaint management process with a defined response timeline of within 3 days. For product quality complaints involving multiple departments, clear responsibilities and operational guidelines are established to ensure efficient and consistent organizational execution. Upon receiving a complaint, the company investigates the facts, identifies root causes, assesses impacts on related products, and coordinates with customers to establish corrective and preventive actions, as well as considering appropriate measures on a case-by-case basis. This ensures that issues are handled properly and in a timely manner according to relevant specifications, which includes evaluating fair and appropriate damage compensation.

In 2025, the company received zero product quality complaints from customers. Additionally, there were zero substantiated complaints concerning breaches of customer privacy from either external parties or regulatory bodies, and no incidents of unauthorized disclosure or leakage of customer data or commercial secrets were found (0 cases). Furthermore, the company detected no instances of data leaks, theft, or loss of customer data (0 cases). The company continues to strictly enforce access control measures and data minimization principles, while continuously raising awareness among relevant employees to ensure proper customer data management and instill confidence among international suppliers.

Customer Satisfaction Assessment

The company conducts a customer satisfaction assessment every six months using questionnaires to score customer satisfaction regarding communication, service, and product quality. These scores are then averaged to determine the final result for each year. In 2025, the company achieved a customer satisfaction score of 97.58%, which exceeded the set target of 95% and represented a 1.29% increase compared to 2024. The company analyzed customer feedback from these assessments and held joint meetings with relevant departments to plan product, service, and business process developments to continuously improve the customer experience.

In 2025, customers recommended that the company replace plastic pallets used for transporting natural rubber with steel packaging to reduce plastic consumption, enhance product quality control, and mitigate contamination risks from broken plastic fragments. Consequently, the company initiated the transition to steel transport packaging for domestic customers. Because steel packaging offers a significantly longer reusable lifespan, the company successfully reduced the use of plastic pallets by 33,480 units, resulting in packaging cost savings of 12,555,000 THB.

The main goals and notable outcomes of the initiatives focused on enhance customer experience are summarized in the table below.