FALL / WINTER 2021
W I N E - S P I R I T S - S PA R K L I N G W I N E
Let’s reCap THE AMCOR CAPSULES E-MAGA ZINE
SERVICE : The customer path at Amcor Capsules SPECIAL FEATURE: Raw material crisis, coming out of the current situation stronger
NEW ! Engage and Impress with customized liners
Lady Gaga invites you into her Queendom, with Dom Pérignon
1
2
W I N E - S P I R I T - S PA R K L I N G
Let’s reCap LE E-MAGA ZINE D’INFORMATION D’AMCOR CAPSULES
SUMMARY Editorial
A word from Christophe Gobinaud, Quality and Field Technical Service Director........................................................................................................................................... 4-5
Special Feature
Raw material shortage crisis : a word from ChangSheng Wu, Amcor’s Chief Procurement Officer.............................................................................................................................................. 6-7 Service: the Customer Path at Amcor Capsules........................................................................... 8-9
Innovation : New smart technologies
IMPRESSIONS: Interact with your customers with personalized liners .................................10-12 CLOÉ, the first «smart» hood that secures Champagne...............................................................13
Media Buzz
A Collab is Born: Dom Perignon x Lady Gaga, a unique partnership ...................................... ..14 Le Vigne Winery and Trivento..........................................................................................................15
Behind the Scenes
Interview with Marie-Emilie, Customer Service Representative..............................................16-17
Testimonials
They chose Amcor’s expertise....................................................................................................18-19
Meet us
Events......................................................................................................................................... 20-21
Editorial
Christophe Gobinaud, Quality and Field Technical Service Director Dear Readers,
«Our mission is to come out of this situation together and stronger.»
4
It is with great pride that I am sharing with you this new edition of Let’s Recap. I hope my face is recognizable in a good way, even though my role as Amcor’s Capsules Quality Director is often associated with questions of product procedures, standards, and compliance. However, I like to think that my job is fundamentally based on empathizing with and being trusted by our customers!
As you know, today we’re facing an unprecedented situation. A pa ndemic, difficulties in the s u p p l y i n g of ra w m a te r i a l s a n d u n p re d i c t a b l e w e a th e r conditions, which have all led to an unprecedented series of challen ges for vineya rd a nd business management (in all sectors). Like all of you, Amcor has unfortunately been impacted by these events. However, our
back
mission, as a preferred partner, is to come out of this situation together and stronger. It’s therefore not a coincidence that this new issue of Let’s Recap is dedicated to service. The raw material crisis has hit our industry hard for several months, leading to difficulties in the supply chain and services as well as a price increases. I don’t want to deny the unfortunate consequences of this crisis, but rather briefly look at the causes behind it with you.
«When life gives you lemons, make lemonade!»
These causes can be straightforwardly explained. As a result of the partial shutdown of the economy caused by the COVID-19 pandemic, we are facing a surge in demand that cannot be easily met because of the lack of availability of raw materials, a situation aggravated by geopolitical, logistical, and recruitment tensions. All of these factors together have unfortunately led to the complex situation that we’re experiencing today. As a manufacturer of tin, aluminum, and polylaminate closures and hoods, we have not been immune to this crisis. It’s also more important than ever for us to give you all of our attention and to focus on the quality of our service. As the Quality and FTS (Field Technical Service) Director for all of our sites, the countless interactions I’ve had with our customers and the experiences I’ve gained during the 28 years of my career with the Amcor Group in the Closures sector have, naturally, enabled me to develop a specific understanding of service and
a strong inclination for guidance and support. Additionally, being the grandson of a w i neg rowe r m ea ns th at I feel like I have a personal stake in responding to the challenges faced by our customers, «When life gives you lemons, make lemonade!» As a supplier, this is our number one priority and customer satisfaction must be our goal. We assure you that we will never forget that behind every customer, there are above all people and, as a Quality Director, I’ve made this my primary mission! For this issue of Let’s Recap, we have decided to put the people at the heart of our concerns. In addition, in this new edition, the theme of our special feature is our different teams, those that support you during your journey with Amcor: our Research and Development teams that create your products, our FTS teams that join you on the field, or our customer service team that is there to support you at any time. Ladies and Gentlemen, I wish you a pleasant reading and thank you again for your partnership and trust. At your service,
Christophe GOBINAUD Quality and Field Technical Service Director FB&PC-Closures
5
Special Feature
2021 has been synonymous with unprecedented challenges for the wine and spirits industry, due to the closure of tourist borders and non-essential businesses such as bars and restaurants. On top of this, complicated weather conditions for vineyards led to numerous losses and, consequently, historically low worldwide production. Our industry was also hit hard by soaring raw material costs. From the fruit used in the production of certain spirits to the product’s packaging components, the entire industry has been impacted. To discuss this topic in more detail, Mr. ChangSheng Wu, Chief Procurement Officer for the Amcor group, shares his vision with us.
ChangSheng Wu, Chief Procurement Officer – AFEMEA & ASC
IN YOUR OPINION, WHAT ARE THE MAIN CHALLENGES FOR THE PACKAGING INDUSTRY RIGHT NOW? HOW DO THESE CHALLENGES MATERIALIZE? First of all, it should be noted that we are facing an unprecedented situation. In my 25 year career, I have never seen anything like this! There a re multiple supply dis r u ptions ever y where, leading to soaring raw material and indirect costs. Also, from January to April 2021, we had to face many cases of force
6
majeure around the world that impacted the packaging industry.
wines and spirits has not been immuned to the crisis either! There are many reasons for this.
The main case of force majeure concerns Europe in particular, w h e re te ch n ica l fa i l u res occurred at the production site lines of our suppliers, thus limiting the supply to our sites.
The COVID-19 crisis has led to some profound changes in consumption habits. For example, more users are now turning to electric cars, and they use batteries made from aluminum. The construction industry, a huge consumer of aluminium, has also seen demand explode. Finally, during the different lockdowns, domestic demand also grew significantly.
A secondary case of force majeure involves the extreme weather conditions that occurred in the United States. Many petrochemical companies located in Texas, whose infrastructures were not equipped to deal with such conditions, had to partially close, which consequently led to global shortages. These cases of force majeure have directly impacted the raw materials that we buy, as well as the production of plastic, resins, and other films. AND WHAT ABOUT ALUMINIUM? Aluminium, an important component of the closures for
The second reason is geopolitical. In order to counter competition deemed to be unfair, the European Commission adopted anti-dumping measures on aluminium imported from China, leading to complications for the proper functioning of under-capacity production in Europe. These factors taken together explain why packaging has been so impacted by this crisis: an extremely volatile market coupled with a general failure to meet demand.
back
YOU ALSO MENTIONED «INDIRECT EFFECTS» CAUSED BY COVID-19. WHAT ARE THESE? COVID-19 has clearly led to other indirect consequences. For example, during the different lockdowns, the market share of online sales experienced strong growth. As a result, sea freight was requisitioned to cope with this demand and supply households. As a supplier, we were given little space on these shipping lines, which are our preferred transportation channels. Furthermore, as a result of increased demand, these transport flows quadrupled in price. This supply and demand imbalance consequently caused inflation, which also affected the price increase in aluminium. Therefore, the entire industry was affected. HOW HAS AMCOR, AS A GROUP, DEALT WITH ALL OF THIS? It should be noted that the Amcor Group is not the only one dealing with problems. We are talking about difficulties affecting the entire industry, on a never seen before scale. Amcor, as the leading international group in packaging, has striven to pull out all the stops it has in order to limit this crisis’s impact. Faced with this situation, our main goal is to ensure that our customers are satisfied. Our group is notably a supplier of pharmaceutical products and food packaging, so it is therefore imperative for us to be able to serve them.
«To me, this can-do mindset is part of Amcor’s DNA: we won’t let ourselves be driven by market fluctuations, but rather by our desire to help our customers.»
HOW DOES AMCOR INTEND TO FULFILL THAT PHILISOPHY? Above all, we are fortunate to be one of the predominant packaging manufacturers in the industry. As a result of this, we have long-standing relationships with our suppliers as well as our customers, who are well aware that we’re doing everything we can to meet their demands. Whenever we can, we work in partnership with our suppliers to develop new materials. Our R&D (Research and Development) teams and our plants are working together to find alternatives to current packaging materials.
HOW DO YOU THINK THIS CRISIS IS GOING TO EVOLVE? Unfortunately, I cannot predict the future. However, since the COVID-19 pandemic is not yet behind us, the market will likely remain very volatile and anxious, regardless of whether it is aluminum, energy, or transportation. In my opinion, e-commerce will continue to grow and there will also continue to be changes in consumer behavior. Yes, the times that lie ahead are unfortunately uncertain, but I am hopeful that we can get through this crisis together.
7
Special Feature
SERVICE: THE CUSTOMER PA AMCOR CAPSULES There is quite a lot of behindthe-scenes planning that takes place before our closures and hoods end up proudly adorning your bottles. In the interests of transparency and in order to put people at the core of our business, we wanted to show you service at Amcor in the broadest sense of the word. From the moment your product is designed to its delivery and technical followup, learn more about what the word Service means at Amcor!
CU S BSET NDT E SOOMIN E E I L ERCN
PR N OOPFOS FEIRTIO THE SALES DEPARTEMENT Sales representatives are the first point of contact for customers. Their role is to identify the expressed need for a specific product, and to listen to customers in order to offer relevant solutions. In the context of a new project, they are the link between the customer and the Research and Development department.
«Creating a complete packaging product is often the result of meticulous work, multiple groups and teams coordinating every detail so that the end product is a success.» Karine GAULTIER (Marketing) - Plaimont 8
ATH AT
«Amcor is an excellent contributor to problem solving for entire bottling line outside of just capsule[...] Always available when needed». Brian Jewell - Sazerac
THE RESEARCH & DEVELOPMENT
RE BEFO
AN D
D
O
RD E ER C FIRM ON
SE RV ICE
The Research and Development Department is especially involved with new products. With its unique know-how, the R&D team brings its expertise in design, and tests the feasibility of the requests they receive. They are real experts, and provide technical advice for the realization of projects.
AFTER-SALE
S
DELIVERY CUSTOMER SERVICE (CSR) The CSRs (customer service representatives) are the intermediaries between the customer and a plant’s various departments. Real experts in customer relations, CSRs play a key role: listening, helping to create new products, tracking orders and payments and more. Customer service is truly a key player for Amcor Capsules customers! They are involved with each step of the customer path in order to notify them of their order’s progress.
FTS SERVICE (FIELD TECHNICAL SERVICE) FTS is a before and after-sales service known for its level of technical expertise. Quality representatives working «on the field», they are present on site in the event of any problems, and are known for their level of technical expertise. The FTS service thus provides reliable and consistent support, and is involved from the first bottling, carrying out on-demand, on-machine staff training. Technical experts, they also notify customers about advances in different machines. As packaging experts in the broadest sense, the FTS service aims to be proactive, thus offering additional services: delivery, training, advice, spare part sales, machine sales or leasing, etc. In short, the FTS service provides invaluable assistance before, during, and after bottling.
9
Innovations
NEW SMART TECHNOLOGY CUSTOM PRINTED LINERS Did you ever imagine that the inside of a closure could become a unique way of communicating with consumers? Amcor presents IMPRESSIONS, a new technology developed in partnership with MGJ* enabling closure liners to be customized to develop an interactive relationship with consumers. While social media and new technologies have already been part of our lives for many years, the recent COVID-19 pandemic made us even more reliant on them to continue our daily activities. Brands and winemakers are increasingly becoming aware of the potential of NFC tags and smart packaging (QR codes). Amcor created IMPRESSIONS with this in mind: enable brand managers to stand out by interacting with their customers from the moment the bottle is opened. IMPRESSIONS thus offers different printing options in CMYK. Logos, illustrations and messages can be printed : a simple addition that can make a big difference to a consumer with an eye for detail. In addition, printing alphanumeric or QR codes inside the closure invites consumers to engage in contests, surveys, or games, for a premium customer experience.
10
back
Y:
IMPRESSIONS also allows for storytelling by offering the option of being redirected to a website, or by providing exclusive information about the product. An opportunity for interested brands to advise their customers about the the recyclability of their product. Finally, these customized liners will also allow you to protect your brand image. It is the only solution currently on the market that requires a consumer to purchase the product in order to access the special features. One of the options for authenticating bottles is micro-printing, enabling messages to be printed that are invisible to the naked eye. About MGJ A global specialist in expanded PE and PP foam-based liners and induction-sealing lids. Known for over 70 years for the performance guarantee of its metal and plastic cap liners for the wine and spirits, food, pharmaceutical, cosmetic, and industrial markets. MGJ has been acquired by Selig group. https://www.mgj.com/en
11
12
Innovations
NEW SMART TECHNOLOGY :
back
CLOÉ THE «SMART» HOOD IN CHAMPAGNE. Amcor partners with SGV* to produce «smart» hoods, thus ensuring that winemakers have complete traceability for their products. Amcor, in partnership with SGV, and the leading Advanced Track and Trace (ATT) protection company, developped Cloé : THE connected hood on the market. The aim of this is to enable winemakers to have complete traceability for their bottles, and to protect them against counterfeits. How does it work? This solution identifies each hood, in a unique and customized way, and therefore each bottle with the help of a QR code is linked to a unit serial number that can be identified on a smartphone.
Finally, a forgery-proof holographic medallion is also integrated into Cloé to protect bottles against counterfeits. A real benefit at a time when safeguarding the label of «Champagne» has become a priority. These are the challenges of the Cloé hood: • • • •
Protecting its brand and Champagne label. Implementing the traceability of its bottles. Simplifying stock and inventory management. Developing loyalty marketing content for its clientele.
The consumer can then scan the hood, and access exclusive mobile content about the producer or the product itself. In a world where the use of QR codes is increasingly common, this solution is a real benefit for producers. Cloé solution partners with ID Pack-Line traceability software developed by ATT, a platform that enables winemakers to have unit traceability for their bottles. They can thus follow their bottle starting from the time it is being prepared, and ensure that it has been sent. Furthermore, winemakers also have the option of knowing where the bottle is, and checking whether it has arrived at its country of destination.
*SGV: Syndicat Général des Vignerons de Champagne. 13
Media Buzz
A COLLAB IS BORN :
Lady Gaga
invites you to her Queendom, with Dom Pérignon and Amcor
The famous champagne house Dom Pérignon has partnered with singer and actress Lady Gaga in a colorful collaboration representing a true ode to creativity. To mark this partnership, Lady Gaga signed two limited edition boxes and an exclusive item. This exclusive item is a sculpture with a majestic jeroboam of 2006 Dom Pérignon rosé. Produced in only 110 copies, it will be offered in private sales. Vibrant, eccentric and innovative, this partnership is a perfect reflection of the vision of the two parties while shaking up the established Champagne codes. The coverings on the necks of bottles under this partnership were designed by Amcor at the plant located in Mareuil-sur-Aÿ.
14
LE VIGNE WINERY,
back
winner in the « REDESIGN » category at Wine Business Monthly’s Pack Design Awards. Recently, Le Vigne Winery, a family estate based in Paso Robles, won 1st place in the «Redesign» category at Wine Business Monthly’s Pack Design Awards. From the bottle’s esthetics to its closure, the entire packaging of Le Vigne Winery Sangiovese rosé has been carefully modified and reinvented. Why? To simplify and modernize the cuvée! Speaking about the STELVIN® closure chosen for this rosé, winemaker Terry Culton comments: «the STELVIN® closure is a high-quality product that goes perfectly with what we want for our wines. It’s a pleasure to work with Amcor customer service and their design department.»
TRIVENTO,
the world’s best-selling Argentinian wine brand. The latest IWSR Drinks Market Analysis report indicates that Trivento is currently the bestselling Argentinian wine brand in the world! The famous Argentinian bodega already was one of the bestselling brands in Europe and the Caribbean starting in 2013. For several years, Trivento Reserve Malbec cuvée has even been the bestselling red wine in the United Kingdom! According to the IWSR report, the brand has doubled its sales in only 5 years, now amounting to over 256 million USD. As the brand’s long-standing partner, STELVIN® is especially proud to participate in this new chapter of Trivento’s success story!
15
Behind the Scenes
INTERVIEW WITH:
Marie-Émi
CSR, Customer Service
Could you say a few words to introduce yourself? My name is Marie-Emilie Largy, and I joined Amcor 20 years ago now. I joined the team to replace someone on maternity leave, and have never left! I held the positions of CSR* and sales representative at the same time: sort of like wearing two different hats at once for a number of months. I then decided to focus entirely on the position of CSR, and today I’m at the Châlon-sur-Saône plant, in Burgundy, in France. What does the CSR position entail? My job is to be an intermediary between the customer and the plant. I deal with the design aspect, the tracking of orders and payments, and with complaints, if there are any.
«Being a CSR means being right at the heart of the plants.»
What is specific to my position is the versatility needed to manage all of the products that we offer. I currently work with our 3 plants located in France: Châlon-sur-Saône, St-Seurin-sur-l’Isle, and Mareuil-sur-Aÿ all producing overcaps, screw caps, and hoods. I work with our French customers, and especially deal with large accounts. I also deal with some long-standing customers, particularly multi-site ones. If I had to describe my job in one word, it would be trust. My job is based on the relationship that can be built with the customer. I ensure that we listen to them and respond to their questions. *CSR: Customer Service Representative
16
milie Largy Representative
Who are the people you talk to? I deal with all of the internal departments: planning for deadlines, R&D for innovations, the Design department, Quality department, etc. Being a CSR means being right at the heart of the plants. And, of course, we work directly with sales representatives and customers. What do you like most about your job? Relationships! Like I said, it’s a very rich and varied position, and the same can be said about the people with whom I interact. I’ve known some customers for more than 20 years! I communicate with some almost every day. As for new projects, I like being able to set up this first contact filled with exploration and trust. These concepts of trust and loyalty are keywords to me as a CSR.
back
«I’ve known some customers for more than 20 years!»
What about your relationship with the wine world? When I started at Amcor, I wasn’t especially interested in wine, and had just finished college... Today, it’s a field that fascinates me. However, as much as I love our French wines, I must confess to preferring the southern wines that I became familiar with during my years as a sales representative. Inevitably, there too, relationships came into play!
Finally, the creative aspect of my job is incredibly rewarding! In fact, we regularly witness the beginnings of new projects. When new products are launched, or a closure design is changed, I can refer colors, new inks, specific technologies, etc. to a customer, thus providing my advice in order to bring greater efficiency to the project’s completion.
17
Testimonials
THEY CHOSE AMCOR’S They chose AMCOR hoods «We use the Champtop hood for our entire range due to the product’s quality and its associated customer service (FTS).» Fabrice Pouillon, R. Pouillon & fils Champagne
«We chose Amcor not only for the quality of their hoods, but also because the group is driven by a strong corporate social responsibility program, which is crucial to our House in today’s world.» Caroline Latrive, Cellar Master at Maison Ayala.
«AMCOR hoods combine quality and reliability» Cyril Brun, Cellar Master at Charles Heidsieck Champagne
«We chose Amcor for its location as well as for the customization service that it offers for hoods that produces rather unique results.» Charles Bénard, Laurent Bénard Champagne
18
KNOW-HOW They chose
EASYPEEL
«We have tasting visits all year long, and we used to always cut our fingers on aluminium capsules. Easypeel answers those concerns. In addition, the presentation of the bottle after opening on the table for restaurateurs is more aesthetic thanks to Easypeel.» Ghislain Boutemy Owner operator
«We were already using aluminium capsules and chose EASYPEEL for its ease of opening. We chose this for our CHR customers.» Arnaud de Labarre Owner operator
«This technical choice is in perfect harmony with the property’s strategy of increasing its range of wines. Thanks to the Easypeel solution, opening is regular and clean regardless of the level of expertise of the opener. Anyone can reproduce and succeed in the gesture of a professional sommelier.» Andréa Giraud, Marketing Manager
«EASYPEEL capsules enable us to bring added value to our bottles, particularly for our restaurateur and professional customers. The fact that it’s 100% aluminum and therefore recyclable is very important to us.» Jérémy Corsin Owner operator
19
Meet us
EVENTS: Amcor is attending the following events: WINEXPO DECEMBER 2, 2021,
NORTH COAST WINE INDUSTRY EXHIBITION IN SANTA ROSA,CALIFORNIA WIN Expo offers wine-growing professionals access to more than 300 of the best industry suppliers and service professionals presenting their most innovative products and services. In addition to the exhibition, there will be a one day conference including twelve educational workshops led by wine industry experts discussing emerging trends and information that all industry professionals should know in order to be better prepared for a successful year ahead.
BORDEAUX TASTING DECEMBER 11 & 12, 2021, PALAIS DE LA BOURSE DE BORDEAUX Bordeaux tasting is celebrating its 10 year anniversary, and returns this year on December 11 and 12. This event features the best Bordeaux wines each year as well as guests from other French regions. 3 locations will be dedicated to tasting. The Palais de la Bourse will be dedicated to Great Bordeaux wines, the Espace Saint-Rémi will host twenty or so Champagne houses and the Museum National des Douanes and its courtyard, a new location this year, will be reserved for «Special Guests,» winemakers from other French and foreign wine-growing regions. In addition, the exhibition will also hold prestigious master class sessions led by big players in the wine world. Amcor Capsules will be attending for the first time at the Great Bordeaux wines space.
20
back
UNIFIED WINE & GRAPE SYMPOSIUM JANUARY 26 & 27, 2022,
SACRAMENTO, CA, UNITED STATES
REGISTRATION Every year in January, the Unified Wine & Grape Symposium welcomes over 650 suppliers from the wine industry.With almost 14,000 industry professionals and 730 stands, the Symposium is the largest conference and trade fair for the wine and grape industry in North America.
VINEXPO AMERICA DRINKS AMERICA MARCH 9 & 10, 2022,
NEW YORK
REGISTRATION Vinexpo America will focus exclusively on wine, with representatives from all of the most productive regions in the world. Drinks America is a brand new exhibition created in response to a continued increase in the consumption of spirits and ready-todrink beverages. It will offer a wide range of spirits, beers, RTD, and sake from producers from around the world, in addition to alcoholic beverage accessories and services. It will bring the liquor industry together in person, under the same roof.
PROWEIN MARCH 27 TO 29, 2022,
DÜSSELDORF EXHIBITION CENTER
REGISTRATION Over the past 25 years, ProWein has established itself as Europe’s most important wines and spirits trade fair. At the 2019 edition, there were 6,900 exhibitors from 64 countries, including 400 spirits exhibitors from 30 different countries and 295 wine regions represented. More than 61,500 professional visitors from 142 countries came to this 2019 trade fair. As a real business platform for all wine and spirits professionals, ProWein brings together a unique range of products, services, and expertise. In 2022, ProWein will be spread across 13 halls.
21
2022 BEST WISHES !
22
back CONTACT US Amcor Capsules production sites and contacts
Saint Seurin sur l’Isle (FR)
FRANCE 16 rue Henri Barbusse 33660 Saint-Seurin-sur-l’Isle Tél. : +33 5 57 49 82 00
Mareuil sur Aÿ (FR) Chalon sur Saône (FR)
Route d’Ay 51160 Mareuil-sur-Ay Tél. : +33 3 26 59 54 00 Rue Paul Sabatier 71104 Chalon-sur-Saône Tél. : +33 3 85 97 50 50 14, rue du Port 16 100 COGNAC Tél: +33 3 5 54 36 82 66
Saint Césaire (CA) American Canyon (US) Santiago (CL) UNITED STATES 5425 Broadway Street American Canyon, CA 94503 Tél. : +1 707-257-6481 CANADA 2301 route 112 Saint-Césaire QC J0L 1T0 Tél. : +1-450-469-0777 CHILI Don Luis 257 Parque Industrial Valle Grande Lampa, Santiago Tél. : +56 22 4069 569
www.stelvin.com www.amcor.com info.capsules@amcor.com
23