Impact on Customer Experience (CX) is Primary Concern

Delivering Customer Experience in the Supply Chain

By Phil Britt

Supply chain manager’s main focus is on keeping costs low — or at least, that’s what many assume. Yet according to research commissioned by BluJay Solutions in partnership with the Council of Supply Chain Management Professionals (CSCMP), that’s not the case. According to more than 400 supply-chain professionals from across manufacturing, retail and logistics service providers (LSPs), impact on customer experience (CX) is their primary concern.

However, depending on the exact business, the supply chain could have several steps between the acquisition of the raw materials and the delivery of the end product. So delivering CX throughout the process is more complex than simple communications with an end customer.

Importance of Data Quality
“Consumer loyalty is earned or lost in this exchange, so prioritizing product data quality programs is essential.”

Supply Chain Transparency Is Key
“Pair your warehouse management system with delivery tracking, and your customer can follow their delivery from start to finish, once more enabling you to offer a better service.”

Customers Look for Speed, Quality and Consistency
“Consumer demand is insatiable and driving increased pressure on global supply chains to react accordingly if businesses wish to succeed.”

read Delivering Customer Experience in the Supply Chain

An Analyst Tour of SYSPRO

SYSPRO Customer Cites Digital Transformation Benefits Gained From ERP Deployment

BKB Accompanies SYSPRO on Analyst Tour to Report Results and Industry-Specific Gains

COSTA MESA, Calif.–(BUSINESS WIRE)–SYSPRO, a global provider of industry-built ERP software, is receiving both customer acclaim and industry analyst recognition for new digital transformation capabilities in its latest ERP release. BKB, a global provider of agricultural products based in South Africa, recently accompanied its ERP partner SYSPRO on an industry analyst tour to outline its digital transformation journey started in 2013 and which includes SYSPRO as its foundational ERP backbone.

“SYSPRO’s newest release provides manufacturers and distributors with an industry-specific, innovative and functionally deep ERP solution that is deployable in a cloud, hybrid or on-premise model as clients’ desire,” said Paulo de Matos, Chief Product Officer, SYSPRO Corporate. “Combined with four decades of proven successful deployments and award-winning technology that is often released ahead of industry competitors, SYSPRO is an excellent value proposition for companies like BKB seeking to improve their operations by digitally transforming their business.”

  • SYSPRO New Release Delivering Competitive Advantage, Supports Web-enabled, Cloud Deployments
  • IT Industry Analysts Review and Report on New SYSPRO Digital Transformation Capabilities

“SYSPRO has enabled BKB to make the move to digital by being the foundational ERP technology system,” the IDC Link paper, SYSPRO News and SYSPRO’s Smart Manufacturing with BKB, notes. “In addition, SYSPRO is fueling its growth by bringing continued innovation into its products, continued technology and geographic expansion investment, and by demonstrating results with clients like BKB who can demonstrate digital transformation with SYSPRO ERP at their core.”

read SYSPRO Customer Cites Digital Transformation Benefits ERP Deployment

strategy = success

Warehouse strategy is getting a lot of attention. Customers’ expectations for how goods/orders are received continues to rapidly change; from speed of delivery to point of receipt. A businesses’ future success depends a lot on their ability to adapt to customers’ changing expectations.

Many rivers to cross

The thing is, there are often many solutions available for an enterprises’ challenges. And there is a lot of experience, data, and energy placed into predicting the future so as to be prepared for the rapidly changing manner in which businesses are operating. Divergent strategies, each supported strongly by business leaders, can make a SMB struggle to know which is the best solution for their unique operation; we do know each operation is unique.

convergence

Yesterday I came across an article on the Supply Chain Dive website about growing e-grocery demands creating different strategies for international businesses to deliver on customers’ expectations. What really interested me, was how quickly I found myself down the rabbit hole — this singular topic (e-grocery delivery) quickly branched into a couple of hours of researching articles about the variant strategies large companies like Amazon and Walmart are implementing to compete with start-ups such as FreshDirect.

warehouse is the word

And what really interested me was the different ways each business is attempting to stay competitive in this growing market. Their choices for warehousing and delivery seem to be the focus for bottom-line ROI.

What I think is obvious from the various articles I came across; e-grocery is growing and will continue to do so. It is impacting what the general public expects now for ordering goods and delivery. And I think it wise for SMBs to also focus on their individual fulfillment systems; especially on returns. Because a close friend is just finishing a fire job where returns overwhelmed one company — putting their warehousing functionality into a dire place.

This article (link below) is a good entry into considering your own operation strategy with customer fulfillment.

(read complete article)

The time is now! Slashing delivery times…

Having vertical distribution facilities closer to urban customers helps slash delivery times

Sometimes an article is of interest because it directly relates to what we are doing with ORG. Sometimes we’re interested because of the community we’re a part of. And sometimes, like today, it gives an insight into what customers are going to be expecting, allowing us to help our clients make adjustments and prepare for competition.

I want it now

Since spring of this year, we’ve heard murmurs of Amazon doing same day deliveries; even doing a delivery within an hour of the order being completed by a customer. Could Amazon really deliver on their delivery promise? It seems they will.

Multistory warehouse

Today the WSJ printed that Amazon closed on leasing the United States first three-story warehouse. The building is in Seattle and Amazon will be sharing some of the space with Home Depot, who is also making aggressive investment in speedy delivery times to customers. This Seattle warehouse has “freight elevators capable of carrying forklifts and a ramp that enables trucks to drive right up to loading docks on the second floor”.

An idea whose time has come?

Prologis, one of the world’s largest owners of warehouse space, developed and owns the Seattle building. They also already have development plans in San Francisco, New York, and Los Angeles. Though some investment analysts are being conservative in their assessment as to whether or not a multistory warehouse is a lasting idea — it is already popular in densely-populated Asian and European cities.

I think the writing is on the wall. Even if you are a small to medium size company, the market is going to be expecting fast delivery times. In fact, we already live in a time with heightened expectations from customers. I recommend giving strong attention to your speed-to-market delivery times — along with the systems of support.

Que Chambers Brothers…

(read entire article)