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

  • Streamlined supply chain from suppliers and manufacturing to localised stocking points strategically located within the M25
  • Reduced customer order lead-times and simpler order placement for customers
  • Reduced overall stock levels
  • Increased product availability for customers
  • Final Outcome

    The review delivered increased customer service with considerable savings related to reduced inventory
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