CASE STUDY | CONSUMER PACKAGED GOODS | DATA & ANALYTICS
Decision Inc. Optimises Customer Service
of a Global Brewing and Beverage Conglomerate
through its Data Quality Programme
Solution Overview
Industry
Consumer Packaged Goods (CPG)
Solution
Data Quality Programme
Client
The client is a global brewing and beverage conglomerate, engaging in the manufacturing, distribution, and sale of beverages. They specialise in brewing, hop farming, and bottling, among other activities, to supply beers, soft drinks, and fruit juices to customers globally.
Requirement
The client was at the cusp of being severely impacted by inaccurate customer details. Their operations and logistics divisions struggled to function seamlessly due to the impact of incorrect customer location data and it had a knock-on effect on customer service.
Results
IMPROVED CUSTOMER SERVICE LEVELS
INCREASED CUSTOMER LOCATION ACCURACY
MASSIVE COST SAVINGS
SEAMLESS DELIVERY AND OPERATIONS
Providing greater data visibility to reduce errors quickly and decrease operational costs.
SUMMARY
A global brewing and beverage conglomerate improved its customer service levels significantly, thanks to the implementation of the Decision Inc. data quality programme. This programme provided the client with complete visibility of its master data landscape. It highlighted errors and incomplete data sets to improve the accuracy of customer location data. Ultimately this resulted in more accurate tracking of orders and massive cost savings.
The Client
The client is a global brewing and beverage conglomerate, engaging in the manufacturing, distribution, and sale of beverages.
They specialise in brewing, hop farming, and bottling, among other activities, to supply beers, soft drinks, and fruit juices to customers globally. The business relies on accurate information of more than 56 000 customers to manage the order process and ultimately ensure they deliver the best possible customer experience.
The client has high standards, delivering stock to over 20 000 of these customers directly daily. Details like the GPS location, contact details, customer segmentation, and the service model used are vital to driving successful, continuous, and automated delivery and operation functions.
Data Quality Concerns
In the CPG industry, it is no secret that time is money. Inaccurate data can cost millions in lost business due to poor customer service.
Prior to contracting Decision Inc., the client was at the cusp of being severly impacted by inaccurate customer details. Their operations and logistics divisions struggled to function seamlessly due to the impact of incorrect customer location data. Managing the customers’ expectations had become exceeding difficult in the wake of this data chaos. As a result, the client suffered delays on routes, having knock-on consequences to customer service. The financial impact was also substantially material since the client paid drivers per kilometre for delivery. Routes would cost considerably more than planned as drivers were sent to the wrong locations.
“After careful consideration, the brewing and beverage conglomerate opted for the Decision Inc. data quality programme, since it would enable the business to have complete visibility over its master data landscape. With this capability they would then be able to identify errors and incomplete data based on a detailed Rules Engine that determined data compliance, says Nicholas Bell, Group CEO of Decision Inc..
Invaluable data unlocked
This solution would further enable them with the ability to narrow down on errors and assign a responsible depot and team to manage and rectify the issue. This capability is invaluable, over time, it enabled the business to manage progress across its operations and identify inefficient business units.
– Nicholas Bell, Group CEO at Decision Inc.
Complete data visibility, seamless operations
With the data quality solution in place, the client now has access to a daily dashboard that enables the central office, regions, and depots to manage their customer information across a set of preconfigured rules.
This provides the client with complete visibility of the accuracy of its data and lets it focus on non-confirming components. As new customers are onboarded, they are validated against predetermined rules to ensure that their data is compliant and high quality from the beginning. In essence, the client now has complete data synergy as opposed to the chaos it once had.
Data Quality Programme delivering excellent tangible benefits.
After implementing the Decision Inc. data quality dashboard for tracking, the following results were obtained:
CUSTOMER LOCATION ACCURACY
From 62% to 97% accuracy
MASSIVE COST SAVINGS
IMPROVED CUSTOMER SERVICE LEVELS
IMPROVED DELIVERY AND OPERATIONS
The Impact of A Data Quality Programme
Using a data quality programme like the one developed by Decision Inc. which has clear rules management and high visibility analytics, can assist any organisation to gain an immediate view of data quality errors. This is a critical step to leverage the full potential of all business data.
– Nicholas Bell, Group CEO at Decision Inc.
Data Quality: First Step to Data Governance
Data quality is merely the first step on the road to successful Data Governance.
Analysing data quality is one of the first steps to achieving successful data governance. By gaining visibility of data errors, organisations can start to put minimum quality standards in place and assign owners to rectify issues. This can lead to more accurate and complete data over time, which is the start to a well governed data environment.
For more information about our Data Governance Solution:
ABOUT DECISION INC.
As a global leader in information driven transformation with a core focus on the potential of data, the performance of intelligence and on our pursuit of progress, Decision Inc. leads the way in creating customer excellence.
Our expertise in technology and industry specialisations have enabled us to help companies around the world make better decisions faster.
Our emphasis on local excellence and global scale enables us to bring clients best of breed technology solutions that enable significant improvement whilst leveraging our Global Research and Innovation teams to accelerate the time to insight.
Our local consulting teams are experts in the implementation, support and execution of these solutions and work with our clients to deliver real results and improvement.
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