CS solutions to US based Company

Performance by the team, growth of customer & cost benefit to hire resource gave the opportunities to get multiple service lines.

1. In September 2012, started CS process with 2 FTEs
2. Started work in parallel to Customer Service team in US.
3. Gathered training in receiving of purchase orders, responding to the customer and processing sales order in SAP.
4. The customer grew comfortable with team’s working and proposed to give us logistics services.
5. Accordingly, we hired 2 resources to handle pickup of goods from the warehouse and deliver it to the customer’s location.
6. There were two types of customers.
   1. Ethnic: In this type of end customer, the team offers price for transportation (on each order – adhoc basis) and if the customer agrees then the truck is arranged for pick up and delivery.  In this price, a markup is already added which brings in benefit to the company.
   1. Non-Ethnic:  In this type of customer, a contract is defined with the end customer and selling price of material is provided to the them (including transportation cost).  In this of customer, we tie up with transportation companies to get best rate for the entire year and accordingly, book the orders.
7. The customer saw they were getting the benefits from the team in both teams;
   1. CS
      1. Due to the proactive communication, error free order processing.
   1. Logistics
      1. Bringing in markup benefits in transportation to the company
8. The team was offered new services of booking purchase order (procurement) in the system.  2 resources were hired, and training was provided to create purchase orders.
9. In parallel, MIS team was also setup to provide business intelligence reports to the management.
10. All the four teams were performing and building the trust.  The finance gave the opportunity to hire resources for Accounts Receivable.  3 resources were hired and trained for performing the duties of accounts receivable.
11. Accounts Receivable team’s performance led to receiving of Accounts Payable services. 2 resources were hired for carrying out the task.
12. In the meanwhile, Customer Service team was grown from 2 resources to 6.  And, bifurcation of roles and responsibilities was provided within the team.
13. Import services were added to the procurement team and 2 resources were hired & trained for this service.
14. And, procurement team was added with researcher resource to work on market analysis and provide the multiple vendors for high value procurement.