One of the world’s largest drinks manufacturers had empowered local organisations to drive sales growth. Finding ways to improve customer access to products was a common strategy across all markets.
But customer convenience was creating operational chaos.
Ireland was selected as the pilot because the need was greatest and benefits easier to quantify. Trade customers ordered directly with customer services rather than via wholesalers.
The result was a large number of small multi-line orders, placed outside normal office hours via voicemail.
Ironically, voicemail orders – left for convenience – required the most customer service intervention. Checking correct MOQs. Offering substitutes for stock-outs. Identifying correct ship-to and bill-to addresses.
The most convenient ordering method was creating the most work.
After-hours convenience was becoming peak-hours chaos.Small orders were generating maximum intervention needs.
IT management proposed a cloud-based web order portal. It would enable customers to place orders directly 24/7 with minimum customer service intervention. A third-party solution was preferred over direct SAP access, provided it could be appropriately integrated.
The promise was clear: reduce intervention, increase efficiency, improve customer access.
The incumbent SAP consultancy was tasked with implementing the cloud-based portal. But with no tools available for direct SAP integration, they proposed an indirect method using flat files.
This approach would require lots of checks and blocks. Inevitably, it would need lots of customer service intervention. The solution would defeat the purpose of the entire exercise.
The cure was going to be worse than the disease.
Coincidentally, Pivot was working with the client on broader integration strategy. The Pivot consultant immediately understood the need for immediate integration. He had the requisite skill sets to deliver.
Pivot recommended delivering the programme in “Sprints” to achieve measurable benefits quickly while learning, modifying, and improving in the process.
Pivot consultants wrote reusable integration middleware code and implemented the first three interfaces within four weeks. Speed without compromise.
On pilot completion, customers could place valid orders 24/7. The integration provided almost immediate feedback. That ensured each order was structured correctly, relevant promotions were highlighted, and alternative choices identified if need be.
The system became intelligent instead of interventionist. Correct MOQs were automatically applied. Substitutes for stock-outs were automatically offered. Ship-to and bill-to addresses were automatically verified.
Voicemail chaos became web portal clarity.
Having delivered a successful pilot in Ireland, Pivot consultants delivered interfaces for the North American market, reusing the middleware code. Here the challenge was ensuring orders were compiled for maximum delivery vehicle utilization for major wholesalers.
The reusable code made scaling seamless and cost-effective.
The IT Manager’s appreciation for “one of the smoothest” projects “with the fewest tickets and fewest incidents” captures the transformation perfectly.
Customer convenience finally delivered operational efficiency instead of operational chaos. After-hours ordering became genuinely convenient for both customers and customer service teams.
Sometimes customer convenience can create operational inconvenience when the wrong approach is taken.
The most convenient customer experiences should create the most efficient operational processes. Pivot turned voicemail intervention chaos into web portal automation success.
The promise was delivered in full. Customer convenience and operational efficiency finally aligned.
