I t a l y E u r op e U E ex t r a C us tom er rel ations O s c ul ati’ s m ain c us tom er b as e consists of several categories, including boat and dinghy manufacturing yards, maintenance and garaging yards, importers, distributors and resellers of nautical accessories, as well as professional boat fitters and maintenance professionals. O s c ul ati’ s s al es netw ork is well developed, with 14 salespersons operating in Italy and 11 abroad. The Company additionally has exclusive distribution dealings in a number of geographical areas, such as the Balkans and Turkey, working with dozens of longterm p artners w orl d w id e. T h is d etail ed netw ork al l ow s Osculati to maintain a significant presence and respond effectively to customer needs on a global scale. To manage day-to-day operations and ensure an efficient service, Osculati employs a large sales backoffice. The team is able to support the company’s customers on a daily basis, using a d ed ic ated B 2 B p ortal accessible through the website www.osculati. it. Through this specific portal, customers can access detailed information on the catalogue, manage their accounts, upload orders, and check the availability of the products they are interested in through the simple and transparent purchasing process. In addition to sales support, Osculati offers an integrated c us tom er c are and af ter- s al es s ervic e, consisting of five operators. These professional staff members are dedicated to presales support and aftersales customer care, ensuring that each customer receives the help they need before, during and after p u rc h ase. Osculati’s sales in 2023 were split between different geographic areas, with 43% of sales in Italy, 44% in Europe and 13% in non-European territories. I n d omestic and E u rop ean mark ets, th e c u stomer b ase is more diversified and widespread, while in the nonE u rop ean territories th e c omp any w ork s mainl y w ith production sites and importers/distributors, focusing on a smaller number of customers but with more strategic and longterm relationships. Osculati attaches crucial importance to the feedback from its customers with respect to the products and services the company offers. For this customer base, Osculati did not conduct surveys in 2023.The Company continues however to monitor its customers’ needs through its various contact channels and sales network, ensuring constant improvements in the services and products offered. In summary, Osculati is a principal point of reference for the nautical sector, thanks to its solid sales network, efficient online order management system, and its robust after-sales and assistance service. Osculati’s ability to adapt to the needs of a diversified customer base, together with its international presence, allows the Company to maintain a leading position in the nau tic al ac c essories mark et. 30
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