Make This Customer #1

Episode Summary: 

• Metal fabrication provider wanted to make sure their top customer, based on revenue, was always given priority when sales input an order from them

Pain Points Summary:

• Sales dropped orders into the ERP and CRM systems at all hours of the day – typically after the 1st hour of shift one beginning
• Sales would promise a delivery date without consulting the planner
• Planning team would scramble to shift orders around based on the updates from sales
• Planning team would lose 3 days every time the customer was given priority
• Other customers would experience delays on delivery, without being provided with notice
• Company lost 30% of its customers in 2 years due to the issues with customer prioritization

Optimization Summary:

• Sales orders would automatically sync with the current schedule for the given shift
• Accurate delivery dates were provided to the top customer + impacted customers because of the prioritization
• Planning team would take less than 1 hour to review impacts to the plans and schedules
• Sales team would get ahead of delays or shifts in originally promised delivery dates
• Company could increase conversations with their customers and sell more
• Company uncovered capacity to deliver orders ahead of schedule