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MyCOLE – Improving Order Tracking and Performance Management for Christy UK

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Christy UK is a leading provider of luxury linens and towels in the UK. With a wide range of products and a growing customer base, the company was facing challenges in managing and tracking its orders efficiently. In an effort to streamline its operations and provide better customer service, Christy UK turned to MyCOLE, a software solution for order tracking and performance management.

Challenge

Christy UK was struggling to keep track of their orders as they moved through various stages of the delivery process, from the warehouse to the courier companies to the customers’ doorsteps. They also lacked visibility into the performance of their third-party warehouse and logistics providers, as well as courier companies. This made it difficult to identify bottlenecks in the delivery process and address them promptly. Prior to implementing MyCOLE, Christy UK did not have an automated system in place to notify their customers about the status of their orders. As a result, their customer service team had to manually track orders for hours whenever customers called to inquire about their orders.

Solution

MyCOLE provided Christy UK with a comprehensive order tracking and performance management platform that addressed their pain points. The software allowed Christy UK to track their customers’ orders in real-time, from the moment they were received to the point of delivery. This provided greater visibility into the delivery process and allowed Christy UK to identify potential issues and resolve them proactively. MyCOLE also automatically sends email notifications to customers and generates exception reports for business administrators to detect any irregularities in order tracking.

MyCOLE also provided Christy UK with insights into the performance of its third-party warehouse and logistics providers. The software tracked processing times and identified bottlenecks in the warehouse, allowing Christy UK to optimize their operations for greater efficiency. MyCOLE was able to monitor the delivery times of courier companies, allowing Christy UK to ensure that customers received their orders on time and hold the courier companies accountable for their performance. If courier companies failed to meet their service level agreements (SLA), Christy UK was able to request refunds.

Results

Since implementing MyCOLE, Christy UK has seen significant improvements in its order tracking and performance management processes. The software has allowed them to track their orders in real-time, enabling them to provide their customers with accurate delivery estimates and notifications. MyCOLE has also helped Christy UK to optimize its warehouse operations, reducing processing times and improving efficiency. As a result of implementing MyCOLE, Christy UK has experienced an 80% reduction in inbound call volume, leading to cost savings and increased customer satisfaction.

By tracking courier company performance, MyCOLE has enabled Christy UK to hold them accountable for timely delivery, resulting in greater customer satisfaction. The software has also provided Christy UK with exception reporting for management, allowing them to quickly identify and address any issues that arise in the delivery process.

Overall, MyCOLE has helped Christy UK to streamline their operations and provide better customer service. By improving order tracking and performance management, the software has enabled Christy UK to meet the needs of its growing customer base and maintain its position as a leading provider of luxury linens and towels in the UK.