THE PROBLEM

The team needed timely, reliable quality and productivity measures to help scale the business effectively - and to do so without adding additional personnel.

The challenge was dealing with data from various carriers and a 3PL partner using a manual analysis process. While the company had reasonable access to data from warehouse management systems and their carriers, “answering questions took a lot of work in Excel,” said Hague. Developing and publishing metrics for key quality and productivity measures took dozens of hours of the team’s time every week. In addition to being needed to guide operations, this information was critical for preventing any negative impact on customer experience.