What Does Accurate Inventory Data Have to Do with Great Customer Service? Well, Everything!
If you can deliver the product that was promised in the specified timeframe, the result is a happy customer…right? Well, not exactly. Your customers demand more these days because of supply chain powerhouses like Amazon making instant gratification the expectation, regardless of whether you are serving business to business (B2B) or business to consumer (B2C) customers. Customers simply expect sales and service representatives to know exactly what inventory you have available, what is in production, and when their order will ship.
At ArcherPoint we work with manufacturers who take on a sudden increase in sales order volume. In many of these cases, order entry was taking too long and answering customer questions about order history, inventory, and ship times required the reps to access two or more different systems, sometimes having as many as nine screens open at one time. All of these time wasting scenarios set these manufacturers up for failure while employees put in excessive overtime and their customers ended up unhappy, waiting for their orders or simply an update on their orders.
Being able to complete most orders from one screen, with extra details available through drill-downs, is possible with integrated ERP. From purchasing through shipment, employees can use their ERP system to check on inventory and order status. They can also use automated workflows to ensure that special orders and drop shipments don’t get lost. With access to complete customer history, order status, and inventory information, employees can do their jobs better while providing correct and current answers to customer questions the first time and every time. Not only can you offer great customer service, but integrated ERP can keep your employees happy too.
You can eliminate frustration and improve productivity, all while keeping customers happy. Our complimentary eBook, “How Today’s Manufacturers are Taking Control of Materials, Inventory, and Manufacturing Costs from Order to Delivery”, can explain in even greater detail why access to accurate inventory data is crucial to keeping a smile on your customers’ faces.