Customers expect more out of service today. It is now easier than ever to track items to see where they are in the process of being shipped and delivered. Most delivery services like UPS and USPS use this method which allows customers to feel like they are in the loop and plan ahead for their next step.
Customer service in manufacturing doesn’t have to be any different. In fact, reports show that 64% of customers have moved over to a company’s competitor after experiencing poor customer service. ERP systems are now making it easier for customers to track where their item is in the process of being made, as well as other customer communications.
Here is how you can stay on top of your game in customer service and communications to keep your clients from looking elsewhere.
Keep your customers updated in real time. When a customer feels like they are in the dark, it can create tension in the awaiting process. Send emails confirming the order has been received, when the batch or item is in production, when the goods are in the warehouse, and when the expected delivery date has been decided. An ERP system should be able to automatically send out these emails to customers for you. Not only does this relieve anxieties for your customer, but within your business as well. You will no longer have to field customer calls asking for updates on their expected item delivery.
You shouldn’t have to pick up the phone every time your customer is looking for financial updates, data sheets, or production and delivery updates. Keeping easily accessible documents online or in a customer portal makes the process easier on both of you.
Using an ERP system will help you to set the lowest prices for your customers with the most profitability for you. The ERP software will report how much it costs to make each item, how long it will take, and what labor is involved. Using this data to set the best price improves your customer service without having to lift a finger.
As technology allows customers to get more on-demand customer service, the manufacturing industry needs to keep up. The more tracking and open communication becomes the norm in other industries, the more it will be demanded in every industry. Choosing the right ERP system can help you to stay on par with technology changes and your competitors.
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