Once upon a time, delivering world-class customer service was a bit easier. Businesses were all on-premise, and the quality of service was wholly dependent on the ear-to-ear smile of your helpful shop assistants. Your inventory was mainly local, and you knew all your suppliers by name. If there was a problem with an order, it wasn’t something a phone call and a handshake couldn’t fix. If only it was still that simple.
Winning, wowing, and retaining customers is now harder than ever. Customer satisfaction is no longer just about a great service; it’s about creating the same high-quality, seamless experience across all channels, at all times. And it gets a bit complicated.
One organization that understands the value of customer satisfaction is Tumi, a manufacturer of top-quality luggage, handbags, and travel accessories. They are known for design excellence, functional superiority and technical innovation as well as delivering exceptional customer service.
Building on world-class customer service
Tumi wanted to improve relationships with both wholesale and retail customers by becoming more proactive. They focused on increasing the timeliness of customer fill rates on orders, as a higher fill rate typically meant higher customer satisfaction. They also had an ambition of changing their business model. They wanted to go from being primarily a wholesaler to becoming a global retailer.
Tumi needed an integrated solution that would give their employees access to real-time information across business lines–from warehousing to retail to customer service. Given that the fill rate is more than just warehouse performance, Tumi knew their solution had to be a complete system. It had to fulfill multiple ambitions in different departments. The system they chose was SAP.
Since implementing SAP solutions, Tumi can now answer customer questions in real-time no matter who picks up the phone. Through more efficient management of inventory levels with growing sales, Tumi opened additional stores and introduced their products to new customers. With help from SAP, things are getting simple again at Tumi.
The shape of things to come
The expectations of customers today has never been higher. The 20th century “customer-friendly” approach won’t win you customers in 2014. Today, smart companies are “customer-centric” businesses. They give customers what they want, when they want it and how they want it. Are you ambitious and ready to wow your customers?