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Decreasing Customer Satisfaction

  • Customers don’t always know the part number to order. This happens too often. You determine what they want to order ineffectively. It takes too long. Customers get frustrated. The order desk sometimes orders the wrong item. Customers get upset.
  • The order desk takes orders for items that are out of stock or without enough inventory. This happens too often. They cannot check across multiple warehouses. You cannot ship from alternate locations. They do not know what is in the warehouse, but already committed. They cannot tell what is in transit. They have to call the customer back. Partial orders cannot be filled. They cannot be put on back-order.
  • Customers often find you are out of stock. You are unable to offer substitutes. They get frustrated.
  • It takes a long time to enter and process an order. Customers are put on hold. They hang up.
  • It is difficult to configure kits. You explode kit component requirements manually or otherwise ineffectively. You do not have visibility to substitutes when assembling kits. You are often out of components needed for kit assembly. Orders get canceled.
  • Customers are frustrated when they call about an order. It takes too long to find the status of an order. Multiple people need to get involved. You cannot give customers accurate delivery dates. The order cannot be re-prioritized. Orders get canceled.
  • Customers sometimes do not receive their goods in the unit of measure they ordered in. Your purchase orders reflect a unit of measure different from that of the received goods. The conversion is done manually. It is error prone.

About the Author: AJ Amjad Khanmohamed

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