“By having instantaneous access to the shipping information, we increase the rate at which we can refute unfounded charge-backs and decrease the time and costs devoted to researching them.”
– Michael Marcotte, Director of Information Communication Systems at Meyer Corporation
Meyer Corporation is the largest high-end cookware distributor in the United States and second in the world. The California-based company generates thousands of shipping documents, including bills of lading and shipping manifests, among many others.
Meyer managed their shipping records in filing cabinets that were located in two separate locations. The quality of customer service quickly became an issue when employees had to travel between sites, and then manually shift through stacks of paper. After what could take hours, even days, there was no guarantee the correct document(s) would be located. Lacking the specific paperwork, Meyer Corporation found themselves frequently having to refund shipping costs to their customers. Their system was clearly disorganized and the situation with charge-backs was escalating from a nuisance to a real problem. As the world’s top cookware distributor, Meyer had high standards and expectations, and this situation was not only resulting in losing revenue, but consumer reputation as well.
Meyer Corporation’s research indicated that electronic documentation was the most efficient solution, and they decided on Contentverse to implement this. With Contentverse, Meyer now converts the thousands of shipping documents generated each week into digital records which are indexed and archived as one record, and may be instantly retrieved or accessed by customer service employees to ensure the best customer service.
Return on Investment
Their newly-found efficiency is expected to reduce overtime costs by 50%, and streamline customer service – cutting one of their biggest expenses, while eliminating unnecessary customer refunds. Meyer Corporation expects the savings to pay for the move to Contentverse in just nine months.
Their rapid access to detailed shipping records will also help Meyer Corporation determine and address delivery issues – if any. Director of Information Communication Systems, Michael Marcotte, explains: “Excellent customer service doesn’t mean that the customer is always right. It means that when the customer is wrong, we can substantiate our response with well-kept records. By having instantaneous access to the shipping information, we increase the rate at which we can refute unfounded charge-backs and decrease the time and costs devoted to researching them.”
Following the success experienced with Contentverse’s implementation in their customer service department, Meyer Corporation additionally plans to expand the system to their technology, finance and human resources departments.