Tri-Sure’s European Single Distribution Center in ‘s-Heerenberg, Netherlands has seen its Customer Service Index (CSI) improve following the consolidation of three independent European sales centers and five warehouses in 2017. The company merged the warehousing and logistics activities at those sites into one central distribution center, creating a “one-stop shop” for all packaging accessories and components produced by Tri-Sure, with the goal of improving customer service. Many customers had been ordering products in multiple product categories, but now orders can be combined into one shipment, improving convenience, increasing efficiency and lowering transportation costs.
The project included alignment of physical processes and IT system integration from Tri-Sure plants in Amsterdam, Rouen and Cologne into one single entity. Now a year in, the team continues to refine its methods with customer service remaining its top focus.
The changes have resulted in five consecutive months of incremental growth to the center’s CSI. In both August and September of 2018, the center received a CSI score above 80. The ultimate target CSI score is 95, which the team continues to work to achieve.