There is a thread that binds every activity of Amorim Cork Italia, from the selection of cork to the delivery of the product, from technical advice to laboratory activities, from bottling assistance to after-sales support: it is called care. It is around this principle that Amorim Care was created, a model that puts the customer at the centre and transforms every contact into an opportunity to build value, trust and lasting partnerships.
For the market leader in cork stoppers, quality is measured, first and foremost, not by the performance of the product, but by the overall experience of those who use its closures. A vision that today finds its most complete expression in an approach that goes beyond the traditional concept of service and aims to build solid, authentic and long-term relationships with wineries. “Our Style stems from a very simple principle: putting ourselves in the shoes of those who choose us and asking ourselves every day if what we are doing corresponds to what we would like to receive ourselves,” explains Daniele Stangherlin, Sales Director of Amorim Cork Italia. “We have one desire: to accompany wineries at every stage of their journey, anticipating their needs and making a tangible contribution to the success of their wines.”
This philosophy has been translated into practice in the One Voice project, developed to make every interaction clear, consistent and geared towards building trust. Through a careful analysis of the journey, the main touch points have been identified and strengthened, transforming every moment of contact into an opportunity for relationship and support. From the receipt of the order to updates on the progress, from the management of complexities to delivery, the customer is supported with timely, transparent and proactive communications.
At the heart of this model is a technical and commercial network with a widespread presence throughout the country. Qualified professionals support the wineries with a tailor-made approach, building customised consultancy programmes based on the production characteristics, quality objectives and specific needs of each company.
Alongside commercial consultancy, a comprehensive technical support service is provided, which includes consultancy activities directly in the winery or at the company headquarters. This continuous support allows customers to interact with specialists who can identify the most appropriate solutions at the various stages of the production process.
The quality laboratory also plays a strategic role, through advanced checks and verifications: the activities include physical-dimensional analyses, physical-chemical tests, checks on the finished product and post-bottling in-depth analyses, with the support of accredited laboratories and university institutes. A wealth of expertise that helps ensure consistent reliability, safety and performance. Particular attention is also paid to companies that choose NDtech technology. For these, the company provides a specialised figure who directly monitors the bottling operations, offering dedicated assistance and qualified technical support to maximise the effectiveness of the solution adopted.
The quality of the service is also reflected in the responsiveness. Thanks to the Italian warehouse and an efficient logistics organisation, Amorim is able to guarantee express deliveries within 48 hours, ensuring speed, operational continuity and real proximity to the needs of the wineries.
Underlying this model are the values that guide the company: innovation, well-being, sustainability, pride and ambition, reinterpreted from a customer-centric perspective and translated daily into concrete behaviours oriented towards listening, anticipating needs, seeking solutions and continuous improvement.
Customer care is therefore the result of a shared culture that involves all aspects of the organization. Even the attention paid to the company’s employees (through training programs, skills development, and initiatives geared toward organizational well-being) stems from the belief that only a cohesive and informed organization can offer an excellent experience. “When a customer chooses us“, concludes CEO Carlos Veloso dos Santos, “they don’t just choose a cork. They choose a set of skills, services, relationships, and attention that accompany them throughout their journey. This is Amorim Care: transforming every contact into a valuable experience and building, day after day, partnerships based on trust“.
