Case Studies Improved claims process creates better customer relationships and company savings

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	Improved claims process creates better customer relationships and company savings

Improved claims process creates better customer relationships and company savings

Technology Category	Functional Applications - Inventory Management Systems Functional Applications - Warehouse Management Systems (WMS)
Applicable Industries	E-Commerce Retail
Applicable Functions	Logistics & Transportation Warehouse & Inventory Management
Use Cases	Fleet Management Predictive Maintenance Supply Chain Visibility
Services	Software Design & Engineering Services System Integration
Challenge	SolidSurface.com faced high claims rates when moving their solid surface countertops across the country. As a new organization, the requirements of shipping freight were unfamiliar territory. Ensuring the safe arrival of countertops that are 12 feet long and weigh 150 pounds each takes a lot of know-how. In the beginning, SolidSurface.com experienced damage on nearly 8% of their shipments. Reoccurring damage linked to a specific carrier was also a significant issue. Read More
About Customer	SolidSurface.com is a company that provides a wide variety of solid surface countertop options, including overstock items, to contractors, remodelers, industrial designers, and more. Established in 2007, the company is committed to creating rich e-commerce shopping experiences for customers and ensuring satisfaction with on-time, undamaged, quality products. Their long-term relationship with C.H. Robinson has been instrumental in making ongoing improvements to their supply chain and claims processes, positively affecting customer relationships and the company's bottom line. Read More
Solution	SolidSurface.com leveraged information from C.H. Robinson to design a new pallet and update processes with carriers. They made significant changes to their pallet design, reducing its weight from 200 pounds to 96 pounds while still protecting each countertop. They also adjusted the pallet to prevent forklifts from lifting it incorrectly, which had been causing damage. Additionally, C.H. Robinson helped SolidSurface.com educate carriers about the improved process and expectations, which further reduced damage rates. SolidSurface.com also focused on delivering a positive claims experience for their customers by posting freight acceptance guidelines on their website and ensuring customers knew their options if damage occurred. Read More Log in to view content
Contents

Technology Category

Functional Applications - Inventory Management Systems

Functional Applications - Warehouse Management Systems (WMS)

Applicable Industries

E-Commerce

Retail

Applicable Functions

Logistics & Transportation

Warehouse & Inventory Management

Use Cases

Fleet Management

Predictive Maintenance

Supply Chain Visibility

Services

Software Design & Engineering Services

System Integration

Challenge

SolidSurface.com faced high claims rates when moving their solid surface countertops across the country. As a new organization, the requirements of shipping freight were unfamiliar territory. Ensuring the safe arrival of countertops that are 12 feet long and weigh 150 pounds each takes a lot of know-how. In the beginning, SolidSurface.com experienced damage on nearly 8% of their shipments. Reoccurring damage linked to a specific carrier was also a significant issue.

About Customer

SolidSurface.com is a company that provides a wide variety of solid surface countertop options, including overstock items, to contractors, remodelers, industrial designers, and more. Established in 2007, the company is committed to creating rich e-commerce shopping experiences for customers and ensuring satisfaction with on-time, undamaged, quality products. Their long-term relationship with C.H. Robinson has been instrumental in making ongoing improvements to their supply chain and claims processes, positively affecting customer relationships and the company's bottom line.

Solution

SolidSurface.com leveraged information from C.H. Robinson to design a new pallet and update processes with carriers. They made significant changes to their pallet design, reducing its weight from 200 pounds to 96 pounds while still protecting each countertop. They also adjusted the pallet to prevent forklifts from lifting it incorrectly, which had been causing damage. Additionally, C.H. Robinson helped SolidSurface.com educate carriers about the improved process and expectations, which further reduced damage rates. SolidSurface.com also focused on delivering a positive claims experience for their customers by posting freight acceptance guidelines on their website and ensuring customers knew their options if damage occurred.

Impact #1	SolidSurface.com’s damage rates dropped to below 1% due to continuous supply chain improvements.
Impact #2	The company successfully cut freight costs by 3-4% by reducing the pallet weight.
Impact #3	High fees for limited access and residential deliveries were mitigated through the long-term relationship with C.H. Robinson.

Impact #1

SolidSurface.com’s damage rates dropped to below 1% due to continuous supply chain improvements.

Impact #2

The company successfully cut freight costs by 3-4% by reducing the pallet weight.

Impact #3

High fees for limited access and residential deliveries were mitigated through the long-term relationship with C.H. Robinson.

Benefit #1	Damage rates dropped to only 1.4% of all shipments.
Benefit #2	70% of damaged materials were still accepted by customers, who received compensation for the damage.
Benefit #3	Freight costs were reduced by 3-4% due to the lighter pallet design.

Benefit #1

Damage rates dropped to only 1.4% of all shipments.

Benefit #2

70% of damaged materials were still accepted by customers, who received compensation for the damage.

Benefit #3

Freight costs were reduced by 3-4% due to the lighter pallet design.

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Overview

Improved claims process creates better customer relationships and company savings

Operational Impact

Quantitative Benefit