Case Studies
Follow the link to read the full case study details:
CUSTOMER SERVICE
- Improved Customer Service for a Market Leader
- Creating Airline Customer Service Excellence
- Improving Global Customer Relationships and Clarifying NPD Focus
DISTRIBUTION MODELLING & THIRD PARTY SOURCING
- Outsourced Distribution in the Chemical Industry
- Fast Savings for Fast Food Firm
- Hi Tech, Low Volume Sourcing from China
- Delivering a smart Logistics Solution for the NHS
E-SUPPLY CHAIN
- E-Fulfillment into a Pan European Automotive Manufacturer
- Factory Relocation to the Far East
- European Inventory Optimisation
- Lean and Mean in a Traditional Environment
- Creating Consistency for a Building Products Company
- Performance Improvement for a Global FMCG Business
- Reducing the Risks for an Insurance Company
- Creating the Standard for a Pop Star
- Cross Industry Benchmarking for a Leading Retailer
- Operational Turnaround at a Major Brewery
- Business Recovery in Food Services
FAR EAST OUTSOURCING
INVENTORY
LEAN MANUFACTURING
PROJECT MANAGEMENT
STRATEGY
Improved Customer Service for a Market Leader
The client
Leading manufacturer and retailer of soft furnishings
Delivery direct to customer via an extensive network of fitting agents
Agents co-ordinated through a 30 person call centre
The challenge
- Business growth stalled and sales lost to smaller competitors' customer service sited as a key reason
- Sales Call Cycle over a week versus 48 hour customer expectation
- 30 day order-to-delivery lead time against 14 day benchmark
- High Distribution Costs caused by the excessive use of couriers at short notice
The solution
In order to reduce the order to delivery lead-time we took an holistic view of the complete order fulfilment process, mapping each activity from the initial agent visit through to final delivery. The resultant analysis was presented to the Client Management Team along with an assessment of the tangible benefits that could accrue from the adoption of different processes and procedures.
The Consultancy Company then ran a series of facilitated workshops, where we introduced Best Practice and challenged current procedures; the output of this was to create a change program owned and actionable by the Client Management Team.
Throughout the implementation phase The Consultancy Company provided a project review forum and appropriate skills training.
In parallel, in order to reduce the time taken to arrange an appointment, The Consultancy Company reviewed all call-centre practises and Agent communication methods. Implementation of our recommendations subsequently delivered the required performance change.
Benefits at a glance
- Order to delivery lead time reduced to 14 days
- Distribution costs reduced by 17%
- Robust Production Planning processes introduced with overtime reduced by 5%
- All customer calls now achieve a response visit within 48 hours Call centre management/supervision reduced by 10%
