Improved claims process creates better customer relationships and company savings
Company Size
11-200
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
- Functional Applications - Warehouse Management Systems (WMS)
Applicable Industries
- E-Commerce
- Retail
Applicable Functions
- Logistics & Transportation
- Warehouse & Inventory Management
Use Cases
- Fleet Management
- Predictive Maintenance
- Supply Chain Visibility
Services
- Software Design & Engineering Services
- System Integration
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
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Improving Production Line Efficiency with Ethernet Micro RTU Controller
Moxa was asked to provide a connectivity solution for one of the world's leading cosmetics companies. This multinational corporation, with retail presence in 130 countries, 23 global braches, and over 66,000 employees, sought to improve the efficiency of their production process by migrating from manual monitoring to an automatic productivity monitoring system. The production line was being monitored by ABB Real-TPI, a factory information system that offers data collection and analysis to improve plant efficiency. Due to software limitations, the customer needed an OPC server and a corresponding I/O solution to collect data from additional sensor devices for the Real-TPI system. The goal is to enable the factory information system to more thoroughly collect data from every corner of the production line. This will improve its ability to measure Overall Equipment Effectiveness (OEE) and translate into increased production efficiencies. System Requirements • Instant status updates while still consuming minimal bandwidth to relieve strain on limited factory networks • Interoperable with ABB Real-TPI • Small form factor appropriate for deployment where space is scarce • Remote software management and configuration to simplify operations
Case Study
How Sirqul’s IoT Platform is Crafting Carrefour’s New In-Store Experiences
Carrefour Taiwan’s goal is to be completely digital by end of 2018. Out-dated manual methods for analysis and assumptions limited Carrefour’s ability to change the customer experience and were void of real-time decision-making capabilities. Rather than relying solely on sales data, assumptions, and disparate systems, Carrefour Taiwan’s CEO led an initiative to find a connected IoT solution that could give the team the ability to make real-time changes and more informed decisions. Prior to implementing, Carrefour struggled to address their conversion rates and did not have the proper insights into the customer decision-making process nor how to make an immediate impact without losing customer confidence.
Case Study
Digital Retail Security Solutions
Sennco wanted to help its retail customers increase sales and profits by developing an innovative alarm system as opposed to conventional connected alarms that are permanently tethered to display products. These traditional security systems were cumbersome and intrusive to the customer shopping experience. Additionally, they provided no useful data or analytics.
Case Study
Ensures Cold Milk in Your Supermarket
As of 2014, AK-Centralen has over 1,500 Danish supermarkets equipped, and utilizes 16 operators, and is open 24 hours a day, 365 days a year. AK-Centralen needed the ability to monitor the cooling alarms from around the country, 24 hours a day, 365 days a year. Each and every time the door to a milk cooler or a freezer does not close properly, an alarm goes off on a computer screen in a control building in southwestern Odense. This type of alarm will go off approximately 140,000 times per year, equating to roughly 400 alarms in a 24-hour period. Should an alarm go off, then there is only a limited amount of time to act before dairy products or frozen pizza must be disposed of, and this type of waste can quickly start to cost a supermarket a great deal of money.
Case Study
Supermarket Energy Savings
The client had previously deployed a one-meter-per-store monitoring program. Given the manner in which energy consumption changes with external temperature, hour of the day, day of week and month of year, a single meter solution lacked the ability to detect the difference between a true problem and a changing store environment. Most importantly, a single meter solution could never identify root cause of energy consumption changes. This approach never reduced the number of truck-rolls or man-hours required to find and resolve issues.
