Company “O” was experiencing a significant customer service failure with some customers not receiving services and others getting over serviced. Increased deliveries and inventory had been introduced to improve the situation, but it did not rectify the problem and profit levels worsened.
Staff had changed and the business had grown, the staff in the new customer service roles had not been trained to a position where they could maximise the return and customer service level. It was identified that their skill was the issue. Specific and effective training was conducted. Customer service levels improved as did profitability.
The improvement in inventory alone saved the business $350,000 per year and overtime reduced by 40%