CUSTOMER SERVICE & LOGISTICS MANAGEMENT
KnowHow’s Customer Service & Logistics Management package specifically focuses on our client’s need about customer relations (before and after service), segmentation, Order to Cash (OTC) Cycle, Standard Operating Procedures (SOP) and/or Service Level Agreements (SLA) development, shipment processing, and Customer Service & Logistics driven KPIs. In addition to offering workshops with regard to Customer Service and Logistics Management, software selection process, development of proof of concept, and guidance about implementation of Route Optimization and/or Customer Relationship Management (CRM) software’s are offered.
- Blueprint of Customer Relations
- Triangle Segmentation Analysis
- Order to Cash (OTC) Cycle
- Standard Operating Procedures (SOP)
- Service Level Agreements (SLA)
- Shipment Processing
- Customer-Happiness Matrix (CHM)
- Customer Service & Logistics Workshop
- Route Optimization Plan & Software Selection
- CRM Software & Implementation
Observing, reviewing and analyzing existing customer relations, with special focus on before-, during- and after-service, investigating actions taken based on the needs of customers at each level and the satisfaction requirements of customers. Accordingly, pros and cons of the present process, areas of improvements required based on industry/business standard benchmarks are reported and presented
It is KnowHow’s unique customer segmentation analysis strategy that enables to standardize the segments of customers in order to increase the efficiency and to develop a prioritization plan upon the needs of clients. Triangle segmentation analysis investigate customers’ contribution to the business from three dimensions of Product Variety, Profitability, and Future Growth plan at Channel and/or Region/Country level.
We review the business structure, customer need of our client, and key factors to improve efficiency and profitability, then develop a pragmatic OTC cycle, which starts from receiving orders from the customer until collection of payment and reporting into the system. Transparency, accuracy, and communication is vital for each and every part of OTC cycle, thus we not only focus on synchronization of relative departments, but also take into account last minute requests, unforeseen charges and/or shipment damages, etc. for a rigid OTC cycle.
Either after blueprinting and process mapping or directly documenting the present process and standardizing the customer service and logistics procedures in a comprehensive and structured way that enables the client to have a standard operating procedure for each and every process enabling employees to follow smoothly
Based on the needs of our client, we prepare pragmatic, result-driven and solution oriented SLAs, which enable our client to standardize his operations with 3rd party service providers or partners (e.g. 3PL, Custom Clearance, Transportation, etc.) in order to standardize the processes, improve operational efficiency and stabilize cost factors
With specific focus on logistics and transportation operations of our client, we do develop an optimal shipment process through analysis of order management, stock availability, logistics capacity, customer prioritization and many more factors to ensure that the shipment process will not only improve the customer satisfaction, but also reduce all relevant cost factors for our client.
CHM is a standardized customer service & logistics scorecard that includes various KPIs to track the performance of service provided along with relationships managed with customers. Upon the structure of business/industry and customer segmentation, CHM can be customized
Running 2 to 5 days workshops for our client to teach Customer Service & Logistics processes, the usage of toolkits developed along with sharing guidelines with employees to improve their skills with regard to customer service and logistics operations
Route optimization is one of the most critical operations for any Logistics organization to determine the most cost-efficient route. It’s more complex than simply finding the shortest path between two (or hundred) points. It needs to include all direct (and indirect) factors, such as the number and location of all the required stops on the route, as well as time windows for deliveries. As KnowHow, we can help our client through developing best-fit system requirement proces s and route optimization plan to ensure right software has been selected in order to increase their customer satisfaction, reduce delivery time and fuel cost, and increase number of stops per delivery.
For the clients who already standardized all customer service processes and, it’s time to automate the operations, developing a best-fit system requirement process to meet the needs of the client at optimal level and leading the implementation part of the software.