Authoritale Pro doubled the processing of customer claims and increased sales by 7% with 1C: Trade Management

2023: Implementation of "1C: Trade Management 8 "

On February 6, 2023, Lad announced the automation of the work of the distribution company Authoritale Missile Defense. With the help of 1C: Trade Management of 8 system, operational work with customer claims is organized. The processing of complaints has been optimized. Balances of defective goods in stock are reduced by 70%. Customer loyalty to the company has changed, the number of "dumps" has been reduced by 4%, sales volumes have increased by 7%.

According to the company, as of February 2023, Authoritale Missile Defense receives about 100 orders every day. The assortment includes about 20 thousand items of original spare parts, components, components and units. Your own warehouse complex and a well-functioning logistics system allow you to pick and ship orders within 24 hours. With a total number of orders of three to four thousand per month, an important part of the company's work is the processing of complaints, the number of which can reach two hundred per month.

Previously, work with customer claims in the company was not automated. It was difficult to control the life cycle of the complaint, managers could not always assess whether the complaint was transferred to work, whether measures were taken to resolve the conflict situation. The execution of documents and the transfer of information between departments took a lot of time, the consideration of complaints was delayed. The employees of the Quality Control Department and the warehouse did not always have time to identify the causes of the problem (malaise, failure) in a timely manner and the situation was repeated. This led to the loss of customers.

The company has become needed a unified information system for all departments, which would help to optimize the consideration of complaints and their elimination. The partner in the project was the IT company Lad, whose specialists proposed to implement the 1C: Trade Management system and integrate the functionality for managing claims into it.

Within 8 months, the system was deployed to 60 workplaces in Sales, Purchasing, Logistics, Marketing and Quality Control.

Key Project Results

Added claims management functionality to 1C: Trade Management:

• The system promptly registers the complaint received from the client by e-mail, records all events related to its development, sends emails to the manager and the client about the change in the status of the complaint. Based on the results of the complaint, the item is replaced or the money is returned to the customer.
• Electronic document flow with customers and suppliers is organized. The system has created acceptance, rejection and confirmation forms for the claim, as well as standardized print forms and documents for registration of scrap or under-shipment, conversion of goods during selective inventory, transfer of the claim to the supplier or to the service center. A supplier complaint is created based on goods receipt documents or a customer complaint. If necessary, orders for the return of goods or replacement of goods with a similar one are formed.
• A number of reports have been implemented to assess the effectiveness of the quality control department, analyze the causes of complaints (underloads, overloads, re-sorting, defects), determine the number of processed claims, and track overdue claims. You can quickly generate a summary report on complaints with an estimate of their value in the total amount of the goods shipped, as well as indicating the proportion of complaints in the amount of shipment for a specific supplier.

As a result, the processing of complaints doubled, the employees of the quality control department stopped working overtime, the remaining defective goods in the warehouse decreased by 70%. Customer satisfaction has changed: they can monitor the state of work with complaints, get a practical solution to problems faster. According to the results of the first half of operation, the number of "dumps" of customers decreased by 4%.

In addition, warehouse, purchasing and sales management is optimized:

• The system organizes and keeps customer lists and items up-to-date, which minimizes the risk of errors in assembling and preparing orders for shipment. The color indication of goods in the order is implemented in accordance with their belonging to a particular category: missing items, items under the order, items for which the minimum restriction of selling prices worked, items from the Special Task segment. This makes working with the warehouse more convenient, already at the stage of receiving the order, you can see whether there are enough goods to complete the shipment. If the necessary goods are not available, the system quickly selects an analogue. Order processing was optimized by 35%, sales grew by 7%.
• The system implements a mechanism for calculating individual and group discounts to customers based on sales of the previous period. It became possible to restrict the sale of scarce goods to customers. When you try to reserve a scarce item, the manager receives a notification about the balance available for sale, the desired quantity of the item is divided into 2 categories: "to be secured" and "to be reserved in stock." As a result, demanded goods are evenly distributed between customers, managers do not compete due to scarce spare parts, excessive reservation is excluded "just in case." As a result, the percentage of satisfied customer requests increased by 5%.
• 1C: Trade Management is integrated with the company's WMS system. This ensured that the warehouse needs for the goods are calculated quickly, taking into account the sales history and the current purchase orders for the spare parts. Customers receive the required goods in a timely manner, while the number of stocks stored in stock at the same time decreased by 15%.

We have prepared a solid foundation for scaling the business. We plan to further develop the system, improve its interaction with customers and optimize internal business processes. noted Ratmir Dzhasezhev, Development Director of Authoritale PRO LLC