TerraSwarehouse - 3PL-warehouse for online stores
The 3PL operator operated small online stores: acceptance, storage, assembly, shipment, returns and claims. Operations were carried out, but transparency on SLAs, controversial orders and customer promises was lacking.
The starting point
The warehouse operators would take and assemble, but discrepancies, returns and claims were often discussed in chat rooms, and the customer manager would spend time looking for status: where the order was, who checked why the delay was.
The manager saw the final problem, but did not see early signals: the accumulation of controversial transactions, delays for a particular client, shift overload or repeated errors in acceptance.
What had to be decided
- To collect a single contour for customers, orders, acceptance, assembly, returns and claims.
- Enter SLA on operations and make delays visible before the conflict.
- Give the customer manager a quick response on the status of any order.
- Reduce manual review of disputed transactions.
What did you do?
Decommissioning.
Acceptance, placement, assembly, shipment, returns, discrepancies and claims have been described as separate managed scenarios.
Collected a client card.
For each store, SLA terms, contacts, active operations, controversial situations and a history of appeals appeared.
SLA's set up control
The system shows delays in assembly, suspended returns, disputed orders and transactions without a responsible person.
Started the work panels.
The shift, the client manager and the manager received different screens of the same operating picture.
Results
What's changed at work?
- Delays in order assembly decreased by 33%.
- Manual debriefings of controversial transactions fell by 41% because history began to be collected in a card.
- The client manager began to respond to the status of the order without bypassing the warehouse and chat rooms.
- The manager saw SLAs by clients, shifts and types of operations.
What the chief now sees
- SLA for acceptance, assembly, shipment and returns.
- Dispute transactions on customers and responsible.
- Shift load and bottlenecks by type of work.
- History of customer complaints and claims.
Similar cases
Would you like to see a similar process?
Describe where applications, deadlines, responsibilities, data or management picture are currently lost, and prepare the first outline of the solution and a clear implementation plan.