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Make This Customer #1
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Manage episode 362848111 series 3474400
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Episode Summary:
- Metal fabrication provider wanted to make sure their top customer, based on revenue, was always given priority when sales input an order from them
Pain Points Summary:
- Sales dropped orders into the ERP and CRM systems at all hours of the day – typically after the 1st hour of shift one beginning
- Sales would promise a delivery date without consulting the planner
- Planning team would scramble to shift orders around based on the updates from sales
- Planning team would lose 3 days every time the customer was given priority
- Other customers would experience delays on delivery, without being provided with notice
- Company lost 30% of its customers in 2 years due to the issues with customer prioritization
Optimization Summary:
- Sales orders would automatically sync with the current schedule for the given shift
- Accurate delivery dates were provided to the top customer + impacted customers because of the prioritization
- Planning team would take less than 1 hour to review impacts to the plans and schedules
- Sales team would get ahead of delays or shifts in originally promised delivery dates
- Company could increase conversations with their customers and sell more
- Company uncovered capacity to deliver orders ahead of schedule
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