| Titre : |
Electronic Data Interchange and Optimization of the Customer Service |
| Type de document : |
Mémoire |
| Auteurs : |
Clémence HAQUET, Auteur |
| Année de publication : |
2021 |
| Importance : |
26 p. |
| Note générale : |
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| Langues : |
Anglais (eng) |
| Mots-clés : |
Management
SERVICE CLIENT ; OPTIMISATION ; EDI
|
| Résumé : |
Working in a total beverage company, we observe the digitalization of various processes, in order to modernize the company. The customers are waiting for optimized processes to offer them a personalized assistance. My seminar paper is focusing on the B2B market, where different solutions are offered to customers to place orders. The competition is hard on the total beverage companies market, and the suppliers are forced to implement adapted solutions to each customer. The customers can be wholesalers or point of sales, so the size of the customer can be variable from a company to another. Thanks to my experience as a project manager on an orders portal in a total beverage company, I observed that the customer satisfaction is the key to the success. To ensure the customer satisfaction, companies are implementing solutions, such as the creation of a new department in charge of the customer experience. The customer service is one of the key departments of the supply chain, it emerged to answer to the customer needs. Companies are implementing new solutions to help this department to satisfy the customer needs, thanks to two main solutions deployed on the digital B2B market: The Electronic Data Interchange (EDI) and the e-commerce platforms. The EDI is one of the best solutions created to optimize the customer service by reducing the exchanges and to satisfy customers. In this seminar paper, I selected several sources to present the main advantages of the EDI, an important tool used to optimize a new supply chain department, the customer service. I decided to analyze how the EDI improved the ordering process in total beverage companies, where the customer satisfaction is placed in the middle of the business strategy.
The results of my researches help me to understand how important the customer experience for a company is. The total beverages companies are implementing new strategies to offer the best experience as possible to their customers, such as an omnichannel strategy. It offers various digital solutions to encourage customers to place orders. This evolution is allowed thanks to a new process developed to optimize the customer service tasks; it is the EDI. The EDI offers new possibilities for companies, there are many advantages to this evolution. Even if this solution is difficult to implement for the smaller customers, suppliers are working on alternative solutions. |
| Programme : |
PGE-Rouen |
| Permalink : |
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