SCALA CASE STUDY
Enhancement Of Customer Service
Leading Trade And Consumer Products Company
Background & Brief
This company wished to enhance customer service to their trade customers across the country. The most demanding and competitive area is within the M25 and therefore this area was selected as the Pilot area. SCALA was selected to fully evaluate the Supply Chain arrangements and logistics operations that would be required to deliver a wide range of enhanced customer services.
Project Approach
The SCALA team reviewed:
Inbound logistics operations from Manufacturing and Suppliers
Depot and network structure
Handling operations.
Final delivery to individual customers including collection options
IT systems requirements to enable customers to order online with same day delivery provision
Benefits & Results
Final Outcome
The review delivered increased customer service with considerable savings related to reduced inventory
