Order Management
Customer demand is the lifeblood of every supply chain. Apart from being an obvious revenue-generator for companies, effective management of customer orders directly impacts customer satisfaction and influences repeat business. At SerCom Solutions, we manage a wide range of orders shipping to manufacturers, warehouses, distributors and end customers. Delivery requirements can also vary from hourly to daily to weekly turnaround times. Customer delivery is a very critical function, and it is clear that clients trust us to perform in this regard. This is also borne out by the evident longevity of many of our client relationships. Our objective is to fill every customer order in a timely fashion- regardless of the challenges that this may sometimes pose!
Customer orders are received in a variety of formats ranging from P.O.s (Purchase Orders) via email to electronic replenishment signals via EDI. In any case, all customer orders are uploaded to our mySAP ERP system and all activity is triggered and tracked through to completion. Depending on the customer model, orders may require shipment of material from stock or they may trigger BTO (Build to Order) activity. Customer P.O.s are converted to Sales Orders on our system. Customer Request Dates are offset by shipping and production lead time and scheduled accordingly. We provide customers with a response (or Commit) to their order once material availability and capacity is planned. Customers can also be assured of on time supply and that potential issues are rigorously tracked. There is an immediate escalation path for any customer orders which are at risk, to ensure resolution at the earliest possible opportunity.
We use the Warehouse Management System (WMS) functionality of mySAP to drive pick and pack activity at each warehouse location. In some locations we partner with third parties to securely store inventory and manage pick and pack activity. In these situations, we have integrated with their systems to ensure seamless performance for our clients. We measure on time delivery to customers by comparing the actual to committed delivery date on our IT systems. This detail is monitored daily and forms part of weekly metrics and customer QBRs (Quarterly Business Reviews).
SerCom Solutions' clients can be assured that our aim is to fulfil each order to clients' expectations. We tailor our model around each customer's lead time expectations and set up our systems and overall infrastructure to deliver as planned. We have a flat structure at SerCom Solutions - our management team is very hands on, and this ensures that any exceptions or issues requiring immediate assistance, resources or indeed investment, can be addressed quickly and resolved to meet our clients' needs.
