Customer service management

1. Customer Service
Management

2. Customer Service Management
 Customer Service is the supply chain
management process that represent the
company’s face to the customer. The process
is the key point of contact for administering
service level agreement (SLA) developed by
customer teams as part of the customer
relationship management process. The goal is
to provide a single source of customer
information, such as product availability,
shipping dates and order status.

4. Customer Service( Manage the
order entry and fulfillment
complete and on time)
 Order taking, processing and invoicing
 Co-managed inventory
 Client master files management
 ECR supply initiatives
 Customer relationship and initiatives

5. Key Performance measurements
for Customer Service
 Order Taking/Entry/Processing
 Invoicing
 Credit Memos
 Accuracy in data entry
 Customer Service
 Invoice Accuracy
 No. of credit memos
 Accuracy of Credit memos

7. What is Order to Cash (OTC)
 "Order to cash" (O2C or OTC) normally refers
to the business process for receiving and
processing customer sales. It follows
"Opportunity to Order" and covers business-
to-business (B2B) and business-to-consumer
(B2C) sales.

8. What is Order to Cash (OTC)
 In an Order-to-Cash (OTC) process,
everything that leads from the order,
packaging, delivery to having the actual
money in the bank is included.

9. OTC SUPPLY
MANAGEMENT
 Order to cash (OTC or O2C) is a set of
business processes that involve receiving and
fulfilling customer requests for goods or
services.
 Opportunity to cash

10. What are the reasons for
change?
 A “one stop shop” for customer inquiries as
well as other internal customers
 One voice with our Customers and Sales for
any information about order status

11. What are the reasons for
change?
 Optimises the OTC process
 Process optimization versus a single
phase/activity optimization
 Synchronization of all the activities (same
priorities and target)
 Integrated management of supply issues
 Clear ownership of problems

12. What are the reasons for
change?
 Focus on Customer versus focus on activity

14. Key Messages
 Know and understand in detail cost and value
structure of your supply chain
 Focus on areas where you will get best
returns and those that are high risk both in
terms of materials, process and partners
(suppliers and customers)

15. Key Messages
 Logistics operations and customer service will
provide competitive edge if delivered to
customer expectation
 A “one-stop-shop” customer service under
supply management will provide efficient and
effective customer servicing.

16. End….