Operating in the competitive metal fabrication industry in Melbourne, Catten Industries are constantly looking for ways to improve efficiencies and competitiveness. Using a leading ERP system to run their operations, Catten have always worked to make sure they are taking advantage of the extensive functionality available to streamline their business, however working with INSYTEdata they were able to identify two areas they could realise additional improvements within a short period of time.
A key focus for Catten is customer service and as part of this they offer a delivery service to their customers in and around Melbourne. Processing the deliveries through their ERP, they were generating the necessary paperwork for signoff by customers, however processing and filing the completed paperwork was a manual and often missed task, making it difficult to respond to customer questions. The opportunity to integrate a mobile Proof of Delivery system to the ERP was identified and a number of options assessed with the Detrack POD system selected due to its completeness of functionality and easy integration potential.
With the integration completed by INSYTEdata, Catten now processes the delivery in their ERP system as normal but, for deliveries marked for their driver, the delivery information including item details is now transferred to Detrack. The delivery is then available to the driver in an app, providing all details including navigation and contact information. Once the delivery is completed, the customer signs off on the app and a confirmation email is automatically sent back to the Catten office and direct to the customer. The ERP is also updated with confirmation of the delivery and a copy of the signed documentation attached, meaning any customer questions about the delivery can be quickly answered from the information within the ERP system.
“Previously Catten Industries relied on a paper trial for our proof of delivery. After our initial discussions with INSYTEdata on our company vision to not only streamline but improve our customer satisfaction, Detrack was installed and integrated with our ERP system. It was seamless and pain free experience, which has resulted in not only customer satisfaction but also employee satisfaction.
Detrack provide instant visibly of status of delivery goods and eliminates endless hours of searching for signed paper POD.”
Latinka Cubitt, General Manager – Administration, Catten Industries.
A second area identified for enhancement was to further improve on-time deliveries to customers. Catten use their ERP system to generate schedules for all jobs running through the workshop, however without someone to constantly update the schedule for changes to material deliveries and workshop delays, jobs falling behind schedule were not always identified. Working with INSYTEdata, a dashboard was developed to highlight late jobs and jobs that are at risk of being late. With this dashboard now displayed on screens in the factory and office, problems are quickly identified and remedied to ensure the jobs will be delivered to the customer's expectations.
“Catten are now able to view which jobs, if any, are running behind and also any that are potentially looking like they may be late without having to run a report. INSYTEdata have provided a platform where all the factory employees and managers can see the data streaming live via a dashboard on a large screen with information extracted direct from our ERP system. This information has had a positive impact in our business, with the workshop proactively making sure that the jobs do not stay on the top of the list for long, a noticeable reduction in late jobs and ownership being positively taken to ensure we work on the jobs that are lagging behind, improving our customer satisfaction and on-time deliveries.”
Ian Cubitt, Managing Director, Catten Industries
With both of these additions, Catten have not only improved their efficiencies internally, but also improved the quality of service they are providing to their customers.
About INSYTEdata
INSYTEdata is a Melbourne based company providing data and information based solutions to small and medium sized businesses. With over 20 years' experience in the business software industry, INSYTEdata can help you find the best solutions to your data management and reporting needs making use of the latest in on premise and cloud technologies.
Contact:
+61 3 9111 2313
About Catten Industries
Catten Industries of Bayswater, Victoria, is a family owned Australian company, specialising in the field of precision sheet metal fabrication, with over 30 Years' experience in the Sheetmetal Industry.
With a modern facility incorporating a Pre-production, design and development team, Catten can manage your project providing solutions from concept to completion. Their factory has the right machinery, operated by highly skilled staff, making sure that whatever the product, it is made to the highest standards for their many valuable customers.
Contact:
+61 3 9720 5777
