Awards 2011: Customer Service & Support

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Customer Service & Support

Winner: Dixons Retail

Exemplary customer service is central to supply chain excellence.The entries from Shepherd Neame and Indesit Company Logistics in partnership with Argos had commendable attributes and reflected the great efforts that are being made by companies to improve the customer experience.

Travis Perkins has re-invented its supply chain for building materials in the UK for both retail and trade channels.

Coca-Cola Enterprises has continued to raise the bar on supply chain performance. The company’s entry was geared to the service Coca-Cola offers to one of its key UK customers, Tesco. From an already highly ranked performance, Coca-Cola has in the last year reduced order lead-time significantly, introduced a joint business plan with ownership of objectives from both Coca-Cola and Tesco, implemented Tesco case fill targets at its distribution site, created more flexible manufacturing, increased collaborative forecasting meetings and greatly reduced stockholding.

It was a close run decision between Coca-Cola and Dixons Retail, but Dixons had the edge. However, the judges Highly Commended Coca-Cola Enterprises.

In a highly competitive retail environment, Dixons Retail has invested in a total overhaul of its supply chain under an initiative named “Knowhow”, to deliver significant enhancements to its customer service offering – resulting in greater customer satisfaction. The company has merged its previously separate logistics, repairs, delivery and call centre teams into one “Knowhow” team. Individuals are now trained in multiple disciplines, under one director and as a single team. The business benefits include cost savings, reduced product damage, lower cost-per-fix and a growth in services sales. “Dixons proved business agility by reacting to changing customer requirements in exemplary fashion and by turning a weakness into a competitive advantage. This initiative drives at directly what is right for the customer,” said the judges. The decision was that Dixons Retail deserved the trophy.

Highly commended

» Coca-Cola Enterprises


» Coca-Cola Enterprises

» Dixons Retail

» Indesit Company Logistics in partnership with Argos

» Shepherd Neame

» Travis Perkins

Supply Chain Standard, December 2011

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