Lol, that reminds me of the time one company I worked for decided to
outsource customer service. After all, they were a manufacturing company.
Contracting with an expert in dealing with customers who could enter orders
at a lower cost-per-order made sense, right? At that time, about 45% of
their orders came in EDI, the rest were entered by the outsourced customer
service firm.
One of the things I looked at when I started work there was the trends of
EDI usage. Were our TPs sending all their POs via EDI? More than before?
I found one TP that had been sending virtually all EDI in the past now
sending zero EDI, all orders were now faxed. We investigated and found out
that the outsource customer service firm had contacted the trading partner
and told them to stop sending their orders via EDI, and fax them in to be
hand keyed instead. It seems the outsource firm was paid on a
per-order-keyed basis.
We re-instituted in-house customer service.
Art Douglas
Lead Consultant
Blackwater Network
(877) 464-8915
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