AN ICON CASE STUDY
Ceiling manufacturing and distribution
The client needed to separate existing markets within its business to comply with EU anti-competition rules. As a result, the client needed an outsourcing partner capable of managing their Customer Order Service (COS) team responsible for B2B sales and account management operations in 11 markets across Europe and the Middle East.
SCOPE OF WORK
ICON also needed to rectify several critical areas of mismanagement to improve operations. Specifically –
The provisioning of incorrect transport discounts to customers at a far higher value than was necessary.
Unaccounted for and unpaid overtime resulted in poor employee retention.
Order entry mistakes lead to incorrect invoicing and loss of revenue.
MIP (Missed Item Promise) reports were inaccurate – missed delivery dates and cancelled orders cost 28,000EUR in one month alone.
- COS taking 100 hours per month to clear credit notes.
SOLUTION & RESULTS
The client’s COS team of 15 employees were transferred (via TUPE) to ICON, and ICON provided an experienced multilingual leadership team to manage the operations and the incoming employees. In addition, the new team benefited from the full support wraps of existing ICON departments – Training & Development, HR, ICT, Talent Acquisition, Payroll, and Mental Health First Aid.
ICON used its experience to rectify COS operational issues –