Customer Service And Logistics
Knowhow’s Customer Service & Logistics Management package is tailored to meet the specific needs of our clients in terms of customer relations, segmentation, and order fulfilment. Our expertise includes optimizing the Order to Cash cycle, developing Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), and streamlining shipment processing. We also offer workshops to improve customer service and logistics management skills, assist in software selection and proof of concept development, and provide guidance on implementing Route Optimization and/or Customer Relationship Management (CRM) software.
Our customer service and logistics driven KPIs allow for regular review and analysis of performance to ensure continued improvement.
| Sections | Explanation |
| Blueprint of Customer Relations | Our team at Knowhow conducts a thorough observation, review, and analysis of our client’s existing customer relations. We pay special attention to the before, during, and after-service phases to understand the actions taken based on customer needs and satisfaction requirements. We then evaluate the current process and identify areas of improvement based on industry benchmarks and best practices. Our team presents a comprehensive report detailing the pros and cons of the current process and recommendations for improvement. |
| Triangle Segmentation Analysis | At Knowhow, we have a unique customer segmentation analysis strategy that standardizes customer segments to increase efficiency and prioritize clients’ needs. Our Triangle Segmentation Analysis approach examines customers’ contribution to the business from three dimensions: product variety, profitability, and future growth plans at the channel, region, or country level. By analyzing these factors, we can develop a prioritization plan that will help our clients optimize their customer relationships and grow their business. |
| Order to Cash (OTC) Cycle | Order to Cash (OTC) cycle is a critical process for our clients’ businesses. We begin by reviewing our clients’ business structures and customer needs to identify key factors that can improve efficiency and profitability. We then develop a pragmatic OTC cycle that starts with receiving orders from the customer and ends with collecting payment and reporting it into the system. Our OTC cycle focuses on transparency, accuracy, and communication at every step of the process. We ensure that all relevant departments are synchronized and prepared to handle last-minute requests, unforeseen charges, shipment damages, and other potential issues that can arise during the OTC cycle. Our goal is to create a rigid OTC cycle that can be executed flawlessly to ensure customer satisfaction and maximize profitability. |
| Standard Operating Procedures (SOP) | Our team works to document and standardize the customer service and logistics procedures of our clients in a comprehensive and structured manner. We can do this either after blueprinting and process mapping, or by directly documenting the existing processes. This enables our clients to have standard operating procedures for each process, which in turn helps employees to follow them smoothly and efficiently. By doing so, we help our clients to increase the quality of their services and enhance customer satisfaction. |
| Service Level Agreements (SLA) | We work closely with our clients to develop customized Service Level Agreements (SLAs) tailored to their specific needs. These SLAs are designed to help standardize operations with third-party service providers or partners, such as 3PLs, custom clearance agents, transportation providers, and more. By implementing these SLAs, our clients are able to standardize their processes, improve operational efficiency, and stabilize cost factors. Our SLAs are pragmatic, result-driven, and solution-oriented, with a focus on delivering tangible benefits to our clients. |
| Shipment Processing | At Knowhow, we understand the importance of an efficient and cost-effective shipment process for our clients. Our team focuses on logistics and transportation operations to develop an optimal shipment process. We analyze various factors including order management, stock availability, logistics capacity, and customer prioritization to ensure that the process not only improves customer satisfaction but also reduces relevant cost factors for our clients. With our expertise in logistics and transportation, we aim to provide our clients with a reliable and streamlined shipment process. |
| Customer-Happiness Matrix (CHM) | Customer Happiness Matrix (CHM) is a customizable scorecard that allows our clients to monitor and analyze their service level, delivery performance, customer satisfaction, inventory management, and many other factors in real-time. This enables them to make data-driven decisions and take necessary actions to improve their customer service and logistics operations. CHM scorecard provides insights into areas of improvement and identifies potential risks, allowing our clients to proactively address any issues before they impact their business. |
| Customer Service & Logistics Workshop | We offer 2 to 5 day workshops to teach our clients about effective customer service and logistics processes. Our workshops include training on the usage of toolkits that we have developed, along with sharing guidelines to improve the skills of employees in customer service and logistics operations. These workshops are tailored to meet the specific needs of our clients and are designed to enhance the knowledge and capabilities of their teams in these critical areas of their business. |
| Route Optimization Plan & Software Selection | Route optimization is indeed a critical operation for any logistics organization, and it requires taking into account various factors such as delivery time windows, frequency, traffic conditions, vehicle capacity, utilization, and the location of delivery points. At Knowhow, we can contribute our clients’ business with developing a best-fit system requirement process and route optimization plan by analyzing their specific needs and identifying the most suitable software solutions. By optimizing the delivery routes, our clients can reduce transportation costs, increase the number of stops per delivery, and improve customer satisfaction by providing faster and more reliable delivery services. We can also provide training and guidance for employees to effectively use the route optimization software and ensure smooth implementation. |
| CRM Software & Implementation | As part of our Customer Service and Logistics Management package, we can assist our clients in developing a best-fit system requirement process to meet their needs for automation. We work closely with our clients to understand their specific requirements and business processes, and then develop a comprehensive list of functional and technical requirements for the software. We then use our industry expertise and market knowledge to identify the most suitable software solutions available in the market. We develop a detailed evaluation criteria and conduct a thorough evaluation process to select the most optimal software solution for our client. After selecting the software, we lead the implementation process to ensure a seamless integration with our client’s existing systems and processes. We provide end-to-end support for the implementation process, including system configuration, user training, data migration, testing and deployment. Our goal is to ensure that our clients are able to leverage the benefits of automation in their customer service and logistics operations, leading to increased efficiency, productivity, and customer satisfaction. |