Improved claims process creates better customer relationships and company savings
Customer Company Size
SME
Region
- America
Country
- United States
Product
- SolidSurface.com Countertops
- C.H. Robinson Logistics Services
Tech Stack
- Pallet Design Optimization
- Freight Acceptance Guidelines
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Inventory Management Systems
Applicable Industries
- E-Commerce
- Retail
Applicable Functions
- Logistics & Transportation
- Warehouse & Inventory Management
Use Cases
- Supply Chain Visibility
- Predictive Maintenance
- Fleet Management
Services
- System Integration
- Software Design & Engineering Services
About The Customer
SolidSurface.com is a company that provides a wide variety of solid surface countertop options, including overstock items, to contractors, remodelers, industrial designers, and more. Established in 2007, the company is committed to creating rich e-commerce shopping experiences for customers and ensuring satisfaction with on-time, undamaged, quality products. Their long-term relationship with C.H. Robinson has been instrumental in making ongoing improvements to their supply chain and claims processes, positively affecting customer relationships and the company's bottom line.
The Challenge
SolidSurface.com faced high claims rates when moving their solid surface countertops across the country. As a new organization, the requirements of shipping freight were unfamiliar territory. Ensuring the safe arrival of countertops that are 12 feet long and weigh 150 pounds each takes a lot of know-how. In the beginning, SolidSurface.com experienced damage on nearly 8% of their shipments. Reoccurring damage linked to a specific carrier was also a significant issue.
The Solution
SolidSurface.com leveraged information from C.H. Robinson to design a new pallet and update processes with carriers. They made significant changes to their pallet design, reducing its weight from 200 pounds to 96 pounds while still protecting each countertop. They also adjusted the pallet to prevent forklifts from lifting it incorrectly, which had been causing damage. Additionally, C.H. Robinson helped SolidSurface.com educate carriers about the improved process and expectations, which further reduced damage rates. SolidSurface.com also focused on delivering a positive claims experience for their customers by posting freight acceptance guidelines on their website and ensuring customers knew their options if damage occurred.
Operational Impact
Quantitative Benefit
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