Constant Connectivity Improves Customer Service

Regardless of your business, you're proud of the products you make. You've spent money on research and development, marketing, and manufacturing to ensure that product is the best it can be. Reputations are based on the products you make. But products aren't the only things customers see. Once those products leave your operations, how do you ensure your good name comes through?

Custom cabinet manufacturer KraftMaid Cabinetry's reputation is based on its product, too. This manufacturer's roots are in Ohio Amish country, and it places great emphasis on the quality of its cabinet construction. KraftMaid delivers 85% of the 18,000 cabinets it manufactures each day directly to consumer homes, and that delivery needs to be accurate and on time, as that is the last impression of KraftMaid the customer has. If there are problems, the customer -- not to mention the manufacturer's network of home improvement dealers -- remembers KraftMaid's name, and that remembrance isn't a fond one.

To reduce the chances of these problems, KraftMaid implemented real-time communications to add efficiencies to its route management and gain visibility of its products with bar code scanning. By staying in constant touch, KraftMaid can adjust drivers' schedules, respond immediately to shipment problems, and verify deliveries. And doing all that means improved customer service.