Putting customers first: With over sixty years of building partnerships that solve real packaging challenges

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At kp, we know every customer faces a unique set of challenges when it comes to their packaging – whether it’s meeting ambitious sustainability goals, navigating regulatory frameworks, optimising costs or finding the right functional design. That’s why we’ve always put customer centricity at the heart of everything we do. Rather than apply a one-size-fits-all approach, we invest time in understanding each customer’s needs to develop packaging solutions that truly make a difference.

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Why customer centricity matters

Across our organisation, customer centricity is more than a principle - it is a business imperative. When we understand our customers’ unique needs, challenges, and goals, we can tailor solutions to fit these and nurture successful partnerships.

We’ve operated this way since 1965, when kp was founded in Montabaur, Germany. Since then, we’ve grown to become one of the world's leading packaging firms, and our commitment to innovation and excellence and passion for customer centricity, remain as strong today as we celebrate our 60th anniversary than when the business began.

In practice, customer centricity is all about:

Building long term relationships
Packaging solutions often span years, so being reliable, responsive and collaborative lays the groundwork for partnerships that last. We listen closely to customers and show we truly understand their challenges to build trust.
Customisation for real world needs
With sustainability regulations and market expectations constantly evolving, customers need agile solutions. Our approach allows us to offer customised solutions that address each customer’s goals, helping them adapt quickly to changes in the business environment or market demands.
Innovation and sustainability
Our customer-focused mindset encourages collaboration. We regularly use our i-center and innovation hub facilities to co-create packaging solutions with customers that reduce waste, improve recyclability, or incorporate more sustainable materials, which is increasingly a top priority for businesses and consumers.

kp’s product portfolio breadth means we can serve a large span of customer needs, and tailor solutions whilst maintaining the highest quality standards. Our teams are genuinely invested in solving customers’ problems with them – by fostering their ingenuity and creativity, and harnessing the latest technology, we’ve solved thousands of customers’ problems over the past sixty years. And with a commitment to finding new ways of doing things and a constantly evolving product portfolio, we will continue to deliver fresh ideas for many more!

Digitisation of customer services

The world of customer experience management has been redefined in recent years, and many organisations are evolving their approach to embrace what technology can offer. At kp, digitally enabled solutions are setting us apart from our competition in terms of how we delight our customers.

For example, by digitising key parts of our customer service activities in our Food Packaging division, we’re creating tangible value for our customers, and we’re making sure their requests are seamlessly responded to by our Customer Service Representatives, thanks to the implementation of a leading customer relationship management system. We’ve created a holistic view of the customer relationship and enabled our teams to proactively address customer requests. Moreover, we’ve enhanced our end-to-end agility to process orders, reducing administrative friction.

Our recent focus to drive the digital transformation of many aspects of kp’s Order to Cash process has required relentless effort, collaboration and openness to change from a wide cross-functional team. Working harder and smarter is paying off, and we’ll keep investing and focusing on our customers to make it easier to do business with kp.

Niccolò Pietrucci

Digital Director - Food Packaging division

A focus on customer centricity

Our commercial, sales and customer service teams are the champions of customer centricity at kp. They are dedicated to understanding customers’ goals, coordinating across teams internally, and ensuring we deliver solutions that align with kp’s long-term strategic priorities.

“Our team always look to add value for customers. kp has a rich history with a cross functional team approach that works together tirelessly to ensure packaging solutions are designed for optimal performance. Our goal is to anticipate our customers’ needs and involve our innovation experts so we can collaborate to deliver forward thinking, sustainable packaging solutions that work in the real world."
Melanie Gallloway, SVP, Global Sales & Application Engineering

“My role is all about building deep, collaborative customer relationships. From co-developing packaging solutions to resolving issues quickly, I make sure our customers feel heard and supported. By understanding their business and its values, challenges, goals, and pain points, I can recommend packaging strategies that align with their objectives.”

Daniel Tudela, Senior Commercial VP, Food & Packaging

“In my 14 years working here, we’ve always had an excellent product portfolio and presence. Our true differentiator – and what sets us apart from others - is our people. When I walk the aisle of a supermarket or pharmacy, I look at the brands which use kp’s products and see the hard work that goes on behind the scenes, from the many people who have played a role in getting that product on the shelf. Eventually, any product can be copied, but our people are unique to kp.”

Ralph Mendoza, Director, North and Central America, Pharma & Medical

Our teams work hard to create value through collaboration and insight, and this is best reflected by the game changing innovations and inspiring new product adoption we’ve recently achieved with customers.

Innovating with P&G on Vinyl Free Solutions
When Procter & Gamble (P&G) approached us seeking a vinyl-free blister solution, we collaborated closely to implement our kpVantage® film. This successful partnership not only addressed their immediate packaging needs but also laid the foundation for a trusted, long-term relationship. Encouraged by the results, P&G is now exploring additional sustainable options within our kpNext® product line. Together, we’re driving innovation toward a more sustainable pharmaceutical packaging future.
Helping Newell Stores improve packaging efficiency and sustainability
Food retailer Newell Stores recently set kp the challenge of helping them transform their food- jnp,lto-go operations, while putting sustainability front and centre. Newell Stores became the first retailer in Ireland to launch kp Infinity® Top Seal, a fully recyclable packaging solution which combines superior performance with environmental sustainability. Read more at: Case Study: Newell Stores

Taking customer centricity to the next level

Since our beginnings in 1965, customer centricity has been the mindset driving how we work. In a competitive market, this has always been a key differentiator.

Our teams are passionate about helping customers succeed because when our customers thrive, so do we. As digital capabilities expand and customer expectations rise, we’re embracing change to serve our partners even better.

With sustainability, innovation and customer centricity at the heart of our future, we’re set to remain a trusted partner in packaging for years to come.

To find out more about kp’s history and legacy of innovation, head to: https://www.kpfilms.com/en/about-us/our-history