Improved claims process creates better customer relationships and company savings
公司规模
SME
地区
- America
国家
- United States
产品
- SolidSurface.com Countertops
- C.H. Robinson Logistics Services
技术栈
- Pallet Design Optimization
- Freight Acceptance Guidelines
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 库存管理系统
适用行业
- 电子商务
- 零售
适用功能
- 物流运输
- 仓库和库存管理
用例
- 供应链可见性(SCV)
- 预测性维护
- 车队管理
服务
- 系统集成
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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