Understanding and improving the customer order experience

What Was the Project?

A manufacturing company specialising in electronic component production reached out to Neevista to improve their existing order and supply monitoring process. 

The system being used could not adequately or effectively manage changes to customer orders and/or delivery arrangements and was issuing multiple notifications to the customer when a change was made to the order prior to supply.

This inefficiency was resulting in a poor customer experience which could potentially impact on customer confidence. 

What Were the Main Goals?

The client requested an automated system to manage the new orders, changes to orders, store and view historical data, monitor and report on customer order behaviour, and improve notifications. 

The system would need to effectively record changes to the order, intuitively adjust supply levels, predict new delivery times and issue a notification to the customer accordingly. 
An analytical component would need to be added to identify the order patterns of customers to determine opportunities for continuous improvement and ways to successfully meet the customers’ needs.

 A customer rating system was also requested so the client could asses the performance and history of customers past orders to prioritise support and improve customer experience. 
A key outcome of this project would be a reduction in the client’s manual workload as a result of the new system’s efficiency, and accurate reporting without the need for manual input or manipulation. 

How Did We Complete the Project

With Neevista’s vast experience working collaboratively with large business to plan, develop and implement end-to-end order management systems, it was determined that a detailed analysis would be performed to identify each step in the customer order process. This would enable Neevista to recommend the most appropriate solution for this project.

Following a successful proposal, Neevista produced a working prototype which enabled the client to review, assess and refine the application to best achieve their goals. 

Once the roll-out stage was reached, Neevista were on-hand to provide support and real-time monitoring of the system to ensure the live product performed as designed. Reports were run regularly and monitored to ensure the information was accurate and relevant.

What Challenges Were Faced?

There was a significant amount of historical data to be imported into the new system. To limit the impact of this process on the client, it was determined that the migration would be overseen by Neevista. This allowed Neevista to monitor the migration as it occurred to make sure the categorization and information was displayed and stored as planned, and any new orders adhered to the categorization and order rules.

Maintaining the quality of analytical predictions from the machine learning model was another challenge that was addressed by building a reinforcement learning model and appropriate metrics to measure the performance of the predictions.

Providing intensive support allowed the client to operate “business as usual” while Neevista handled the data-migration, system implementation and post-implementation support.

What Was the Result?

The client was extremely pleased with their new customer order insights and reporting system. 

By providing a solution that enabled the migration and storage of their existing data in the new system whilst still allowing the client to accept and handle existing orders, Neevista ensured there was no interruption to the client’s business. 

An intuitive and automated system was provided to the client that streamlined the ordering and notification process, reduced the need for manual intervention, and allowed for historical and analytical data reporting.

To date, the system is still in use and has provided the client with regular insight into their order management operations, allowing for peace of mind and time to focus on their product and opportunities for business growth. 

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