Flooring manufacturer preempts customer impacting events

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Over the last 20 years, this Fortune 500 flooring manufacturer’s business has adapted to changing customer tastes, expanding to manufacture and distribute both soft and hard surface flooring. However, limited communication with external carriers created reporting blind spots in the company’s order management system.

Today’s customers expect the same visibility into order status of flooring products shipped by external carriers as they get from an Amazon order. Getting updates in an effortless, timely manner is now necessary to develop brand value and customer loyalty.

With 30-40% of customer service time eaten up by trying to find information on customer order status, this manufacturer needed a massive change.