Case Study:
Transforming Customer Service Dynamics in Equipment Manufacturing Industry
YOU ARE WHERE YOU ARE: A company in the equipment manufacturing industry faced intricate challenges in order processing. Their customer service grappled with complexities in reviewing orders, determining packaging, and entering customer information. The majority of their clientele, comprising distributors or OEMs, submitted orders for standard products via fax, leading to interpretation issues and varied shipping complexities.
WE MEET YOU WHERE YOU ARE AT: Identifying critical pain points required addressing a wide range of challenges. The company struggled with accurately interpreting customer needs due to ambiguous descriptions, resulting in errors. Additionally, the absence of a central receiving area and lack of standardized part numbers added layers of complexity.
PICK A STARTING POINT: The starting point was understanding the need for standardization and clarity in order processing. Encouraging distributors and OEMs to use standard part numbers significantly improved accuracy and streamlined the order process. Implementing a central receiving area and shifting from physical to electronic filing improved efficiency and space utilization.
CONDUCT A WORKSHOP: Conducting a comprehensive workshop became necessary to resolve complexities associated with various order types, especially for international orders and custom orders. The goal was to establish ownership of steps and consolidate order processing methods while ensuring accurate and complete information from customers.
SOLVE A CHALLENGE
Addressing complexities in international orders and custom orders became paramount. By delineating ownership of steps and creating a visual representation of the process, the company significantly streamlined order entry. The implementation of standardized processes reduced errors and improved efficiency across different order types.
Expand And Scale
The restructured order entry process not only reduced errors but also optimized efficiency and accuracy. The company consolidated and standardized incoming orders, ensuring the right information from customers and visually assisting staff in comprehending complexity. This approach enabled scalability and consistency in handling orders.
