This is a case of an orthopedic manufacturer getting the
best of both worlds, better customer service and saving costs. While customer
service was the going-in goal, there were additional monies added to the bottom
line of the company.
The Challenge:
Increase customer feedback capture by 100 percent while
decreasing resolution time by 60 percent in a company that had grown by
acquisition and had a complicated product mix. The growth of this complexity
was robbing R&D and customer service from customer feedback and was
extending resolution times.
The Solution:
Customer processes were presented to various stakeholders
for early feedback and buy-in. Prototypes were completed with Microsoft
technologies in parallel with processes being crafted in an intelligent
business process management suite (iBPMS). This allowed the early feedback to
be incorporated in the ultimate processes as the project progressed to
completion.
The Results:
The results were impressive in that not only money was saved
but time was shaved off of every process over time. Examples of real benefits were as follows:
The registration process was reduced from five minutes to
one minute
There was a 70% reduction in resolution time in the
inspection process
Order entry time was reduced by 20%
Inventory carrying costs were reduced by 13%
Payroll per shipment was reduced by 10%
Net; Net:
The deceptive part of process improvement is that you think
you are only going to get one benefit, but more times than not it is a set of
benefits that flow out of having the better processes. Resulting BPM visibility
combined with “hot change” can deliver deeper benefits over time. Not to
mention the use of “hot change” during development of the actual
processes. There is no excuse to dodge
process benefits.
This is a highly
summarized case study provided by PNMsoft The client has given PNMsoft permission to publish, so if you want more detail see the following link
Keep it up, this is a pretty useful article for someone who is new to crm development and trying to learn the basics.
ReplyDeleteThanking the team for sharing this insightful case study on "Process Management Providing Better Customer Service in Manufacturing." It's impressive to see how an orthopedic manufacturer achieved both better customer service and cost savings. FYI Solutions offers staffing services that can help implement similar improvements for your business. The results—like reducing the registration process from five minutes to one and cutting resolution time by 70%—highlight the transformative power of intelligent business process management.
ReplyDeleteGreat information, thank you for sharing the valuable article.
ReplyDeleteBest Business Process Management Services.