The largest flooring manufacturers in the world, listed in Fortune 500 for 18 consecutive years with 100 years of industry innovation, is one of the most recognized brands in the industry.

North America flooring has shifted over the past 20 years from mostly soft surface to hard surface. This shift has caused complexity in both the manufacturing and distribution of this flooring manufacturer's products. Shipping hard and soft surface products utilizing the same processes and assets has created a very complex situation that is difficult to optimize.

Customers expect the same experience in their professional lives as they've become accustomed to in their personal lives. Getting updates in an effortless, timely manner is becoming necessary to differentiate a customer's experience, which will develop brand value and customer loyalty.

The challenge

Most of the manufacturer's customer service activities are reactionary due to the countless blind spots that make what could be simple very difficult.

30-40% of customer service time is spent answering the question - Where Is My Order?
20-30% of operations time is spent repeating the same unstructured / manual decisions with new data
Lack of optics causes need for more external carriers
White glove service is impossible on external carriers
Order condition and location is difficult to see
Communication and messaging is not dependable or consistent
Access to data is siloed and not available for consumption by all stakeholders

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