Specialist fine wine storage organisation wanted an independent business performance review to improve their customer experience

The company

The company is a leading provider of premium product logistics within the United Kingdom employing over 500 people with an annual turnover of £40 million.

Their needs

The company wanted to have an independent assessment of business performance and establish opportunities to improve their customer experience. As an example, errors caused in the picking process contributed to more than 25% of the monthly non-conformance figures.

How we helped

After our initial assessment, we were employed to deliver improvement projects, and to advise them on further areas which required improvement. Specifically we were engaged to help stabilise operations, provide consistent levels of customer service and deliver a profitable business.

Benefits achieved

Projects delivered a 6 fold return on investment on projects addressing:

• Reduce delivery non-conformance
• Improve complaint handling

 

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