A leading Lathe Manufacturer improves customer satisfaction through meeting expectations related to inventory planning and channel partner logistics. This helped reduce TAT and improved engagement.
Approach
LISTEN
What is the Challenge?
- The client is a leading CNC lathe manufacturer with over three decades of service expertise. Issue resolution remains a hurdle for most manufacturing players. The client spends a considerable amount of time connecting with customers and resolving machine errors in the production stage. This demanded nuanced feedback from the customers to improve services specific to their needs.
PLAN
Addressing the Challenge
- Feedback Insights designed a customised approach addressing the nuances of customer engagement in each business unit. About 900 leaders from the customer side participated in the study, sharing their perceptions of the services. The framework and insights as defined by the EX index helped the client streamline inventory planning and channel partner logistics, reduce TAT, and improve customer engagement.
ACCELERATE
Actionable Insights
- Identifying issues in inventory management and delivery.
- Unearthing expectations in issue resolution and service.
- Customer cohorts and trends as per geography and expectations.
- Efficiency in demonstrating operations, first-level maintenance, and period training.