Customers
Large U.S. Manufacturer
Challenge
A large manufacturer spends nearly $500 million annually dispatching parts to resolve customer issues across the Americas. The key metric for this business process is Cost per Dispatch (CPD). The company needed to better understand the major drivers of CPD and manage it down without impacting customer satisfaction.
Ayata Solution
Ayata quickly combined the manufacturer's internal data with external data covering a two-year period. Using the Ayata software, we developed an interactive "What-If" simulator to assess the impact of various decisions across all of the regions.
Impact
For the first time ever, the company was able to understand what specific levers affect CPD, why, how, and by how much—as well as the interdependencies among the metrics and the drivers. The company was able to calculate that every 1% improvement in CPD was worth $5 million to the business. These insights formed the cornerstone for its business planning for the upcoming fiscal year.
