Exceeding customer expectations, rather than meeting them, seems like a big hurdle to jump. But with software such as Sage 300, keeping customers happy and satisfied is just one of the many attributes of using a comprehensive business management system.
It’s easy to get bogged down in warehouse operations at the expense of customer service. Things like cutting costs, improving accuracy, enhancing productivity, and other concepts, are, of course, important; but, all are for naught if they do nothing to enhance the customer experience.
The customer is, at the end of the day, the person who pays your salary. By their purchases, they decide whether they choose to do business with your company and whether they believe you are productive, efficient, and accurate. If not, they’ll take their business elsewhere.
How can you make the customer the center of your manufacturing universe? By creating a culture that focuses on the customer as the center of operations. Consider the many touchpoints you have with customers now and how each can be enhanced. By focusing on them singly, the collective whole can add up to a big difference.
Sales people can be a great source of information to assess the customer experience. Ask them:
- How quickly are quotes produced?
- Are the estimates accurate?
- How many estimates turn into business?
Now, look at your ordering methods. Examine them from the perspective of your customer:
- How was the online ordering experience?
- Is it easy to place an online order?
- Do the orders flow to your Order Entry Department?
- If orders are not electronically connected to your order entry system, does manual data entry interfere with accuracy?
Another touchpoint is customer service. Find out the following information as part of your due diligence.
- How quickly are their requests fulfilled?
- Is there a standard method for addressing complaints?
- Is it easy for customers to communicate with us?
Lastly, look at the shipping process. A lot can happen between the time an order is placed and the time it is shipped.
- Are the orders on time?
- Are the orders accurate?
- What are the number of return orders and why?
When you begin the task of examining each of these points, it can feel overwhelming. Collect the information into a report that helps you understand where you’re doing well and which areas might have room for improvement.
Customers themselves will be only too glad to tell you where your services aren’t up to speed. Ask, but more importantly, listen to what they have to say. Constructive criticism can be difficult to hear but it is important if you wish to improve your processes.
Little things often make a big difference in the grand scheme of customer service. Your sales team may be wonderful and you may produce the best products in the world. But shipping delays, incorrect orders, and slow responses to fix problems can derail customer satisfaction projects.
If you do feel that your company has room for improvement, we have a suggestion for you. Sage 300 ERP offers a scalable, flexible tool to help you keep track of all of your company’s information and, more importantly, use it to improve customer service. Exceeding customer expectations may be as simple as ensuring a consistent, timely response to inquiries thanks to Sage 300.
Sage 300 ERP
Sage 300 does more than offer business management and insights into your data. It offers a comprehensive structure for business data so that no matter which touchpoint a customer uses to connect with your company, they receive a consistent response. Formalized business processes can ensure consistent results for your customers.
Sage 300 offers a comprehensive financial management tool with excellent reporting capabilities. You can reduce time-consuming manual tasks, automate workflows, and more.
With the right tools, you can build anything. Sage 300 ERP is the right tool for growing your business. IWI Consulting can help you with Sage 300 ERP selection, implementation, training, and more.
IWI Consulting Group helps businesses gain insights into their operations, inventory, and profitability. We provide software and support for a wide range of industries throughout Canada. For more information, please visit IWI Consulting Group or contact us today.