Manufacturing Industry
World Class Customer Service powered by Continuum™
Office Contact Numbers
TEL: +44 (0) 1932 250000FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Customer Relationship Management Solutions for the Manufacturing Industry
The Manufacturing industry faces many challenges in today’s fast-paced marketplace. Confronted with multifaceted and complex customer interactions, companies must have a firm grasp on customer relations in order to ensure success. Some contacts may come from the retailers that stock their shelves with products, while others come directly from the consumers who purchase the products firsthand.
The need for accurate product data, which can be transformed into valuable strategic information, has never been greater. Technology integration within the company and with suppliers is crucial. The entire organisation can use the information as a tactical tool and stay informed as to how trends affect a company.
For today’s manufacturing organisations, gathering data that supports product and service line analysis is vital. Linking to a corporate products database is also important, and reporting on service processes will prove vital to long-term success.
A major user of Charter Continuum™; Manor Bakeries, is the largest and most successful cake manufacturer in Europe with over 4000 employees contributing to the success of brand leading cake and bakery products from the Mr Kipling, Cadbury’s, Lyons and Hales range. The Mr Kipling brand alone is enjoyed by a massive 50 percent of UK households and represents a 10.9 percent value share of a UK market estimated to be worth £1.2 billion.
Charter has helped Manor Bakeries to streamline the previously slow and cumbersome quality investigation process. Paper forms had to be completed and faxed to the manufacturing sites when product quality issues were reported. This resulted in duplication of effort, inaccuracies and a slow turnaround that impacted the speed of response back to the consumer. By providing each of the manufacturing sites with access to the Charter solution, so that they could access and update the relevant cases on-line, Manor has been able to reduce the length of investigations whilst also providing valuable insight to the business of trends and problem areas.
Tangible benefits realised since deploying Charter Continuum™
- Same number of staff now handle 200% more cases
- Resource needed to generate and dispatch correspondence reduced by 50%
- Reduced complaints in 2003 by 57% through corrective measures instigated from consumer feedback
- 58% increase in the capture of valuable non-complaint related feedback
“With Charter Continuum™ visibility of our customer’s thoughts and perceptions has changed our entire approach throughout the business. We can now understand what makes our brands so successful by analysing the customer’s experience following their interaction with the Manor Bakeries product range.”
Kate Taylor
Marketing Director
Manor Bakeries
