The annual customer survey conducted by CHEP aims to understand key customer requirements and build improvements in its service delivery.
Based on the results of the latest survey, CHEP has introduced a series of initiatives that will ultimately help improve customer experience and, in some cases, impact the rest of the supply chain.
Key initiatives introduced by CHEP:
Launched in May 2012, CHEPedia.chep.com has since been expanded with a view to providing customers with easy-to-access information to simplify day-to-day administration, control and management of their CHEP equipment.
CHEPedia offers on-line training for Portfolio Plus (an online equipment ordering and management system), including a step-by-step guide to accessing reports, an invoice training guide, and an overview of the recently launched account reconciliation functionality. The site can also be used to register for training courses across Australia.
A customer dispute management framework has been launched on CHEPedia.chep.com that enables customers to engage with CHEP to investigate transactional disputes with trading partners.
Interpreting and understanding the CHEP Invoice
CHEP customers can now access Invoice Insights, a summary report that provides an overview of the customer’s invoice, highlights important transactions and includes useful trends to help with interpreting the invoice.
Simplifying processes in the retail supply chain
CHEP has been working with retailers over the past six months to improve equipment controls and simplify the transfer process between vendors and retailers. Through collaboration with one of CHEP’s retail customers and their vendors, Pallet Transfer Authorities have been removed with positive impact on the supply chain.
Corrections and rejections
Based on feedback from the CHEP customer survey, CHEP launched a project in July 2012 to help reduce transaction corrections and rejections, working directly with customers who have higher volumes of corrections and rejections.
Working collaboratively with customers
CHEP’s quarterly Customer Forums are face-to-face customer events designed for the company to work closely with customers to help address supply chain issues and promote best practice.
CHEP Australia offers managed, returnable and reusable packaging solutions to companies across the globe.