One of the nation’s leading wholesale distributors with over $5B in sales, 70+ distribution centers and six customer service centers servicing over 30,000 reseller customers.
The company’s reseller customers range from small shops to large nationals, each having different expectations of their customer service interactions. The company realized they needed to become more market-relevant, e-commerce savvy and customer-focused. Facing intense industry and technology pressures, the company began a strategic transformation effort to consolidate their disparate business units to a single, common operating platform to provide a consistent and better customer experience for their business-to-business (B2B) customers.
Baker Tilly supported the company’s transformation, helping to create a business-to-consumer (B2C) like experience for their B2B customers. Working closely with the company to facilitate the consolidation of their people, process and systems across disparate business units, Baker Tilly utilized a multi-step program to enable the transformation to a single, best-in-class customer service organization:
The company successfully transformed their customer service operations to more effectively and efficiently meet their customers’ expectations. Utilization of a single set of business systems and processes not only simplified the internal management of a previously fragmented customer service organization, but also eliminated redundancies across their discrete business units.
The company has a consistent model in place for serving their customers. With automation and self-service capabilities to place and track orders, the company can confidently meet the expectations of its highly-sophisticated national customers, while being able to provide the personal touch some customers still require.
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