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Sep 21, 2020 at 9:45 PMWith ClearMetal’s CDX customer portal, Lenzing was able to not only improve its customer service and increase customer satisfaction but also optimize its costs. With the new portal, Lenzing can respond to exceptional cases and communicate with customers in the shortest possible time.
(Lenzing) The Lenzing Group is an internationally operating company headquartered in Lenzing, Austria, with branches worldwide. It is one of the industry leaders in the production of cellulose fibers based on wood for textile and hygiene value chains. Lenzing’s fiber products are found in garments of well-known brands such as Gap, Jockey, Levi’s, Lululemon, Pottery Barn, Zara, and others. When it comes to ensuring the success of their customers, ecological sustainability, and the daily needs of people, Lenzing’s solutions are as innovative as they are effective.
As a producer of pulp and fibers, Lenzing stands at the beginning of the value chain for the production of textiles and nonwoven products. This chain is long: between the production of pulp and that of fibers and the luxurious, silky blouse or the breathable top for the gym, there are numerous intermediate stages and companies that often have very little to do with each other.
However, Lenzing’s business model goes beyond that of a fiber supplier. The company sees itself as a committed and reliable partner to spinning mills, weaving mills, knitting mills, dyeing houses, garment manufacturers, fashion brands, and retailers, helping its customers to be more successful and profitable throughout the entire value chain.
Lack of Transparency Along the Supply Chain
The group generates annual sales of around 2 billion EUR and delivers about 1 million tons of raw materials per year. Before Lenzing decided on ClearMetal’s CDX platform, the company used various location-based IT solutions in supply chain management. Due to the great autonomy of individual production and sales locations and the lack of transparency along the supply chain, it was difficult to supply customers quickly and agilely. Regular updates of delivery and shipping data were missing. As a result, communication with customers was often suboptimal. To improve customer relationships and increase sales, Lenzing therefore sought a unified solution that promised more transparency and efficiency along the supply chain.
Lenzing Chooses CDX from ClearMetal
In the third quarter of 2018, Lenzing selected ClearMetal as a strategic partner. ClearMetal’s solution offers Lenzing’s customers a “Continuous Delivery Experience” (CDX).
The platform solution, based on “Artificial Intelligence” (AI) and “Machine Learning” (ML), facilitates the work of supply chain management and massively improves the transparency of individual supply chains and entire ecosystems. The CDX platform provides Lenzing with improved shipment tracking and reliable forecasts for product deliveries based on a wide range of information sources and experiences that ClearMetal has gathered with a variety of customers. Through the platform, Lenzing can flexibly map and control transport chains and continuously optimize processes.
Immediate Access to Shipment Status
Through the self-service option of the portal, Lenzing’s customers also have immediate access to shipment statuses. This provides them with an Amazon-like customer service: 24/7 access to accurate shipment information and fast, precise deliveries. They save time and money through accurate information and results and can proactively respond if problems arise. With ClearMetal’s CDX platform, Lenzing is now able to make fast and intelligent decisions based on real-time data (instead of static data). The company has been able to accelerate the introduction of new products and reduce logistics costs. Additionally, it can manage inventory for downstream value chain partners more efficiently. Furthermore, customer loyalty has significantly increased since using the ClearMetal tool, and process efficiency has improved.
Short Response Time in Exceptional Cases
“We were impressed by ClearMetal’s constant drive for innovation. ClearMetal has given us exactly what we needed: accurate information in one central place and the ability to exceed our customers’ needs and expectations regarding service quality in the supply chain. With the CDX customer portal, we can now handle an exceptional case immediately and communicate with our customers within minutes, not hours,” explained Parsan Chand, VP Global Supply Chain at Lenzing AG.
Photo: © Lenzing
