Gartner Research

Maximizing Zero-Touch Orders in Consumer Products Companies

Published: 05 August 2016

ID: G00312930

Analyst(s): Beth Coppinger

Summary

Supply chain customer service leaders face increasing pressure to improve service, costs and cash. "Zero-touch" orders, which flow through the order-to-cash process without human intervention, can enable these improvements. This guidance helps consumer products companies drive up zero-touch orders.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Implement a Root Cause Approach and Instill a Culture of Continuous Improvement to Support a Zero-Touch Initiative
  • Get Master Data and Technology Right, and Synchronize With Customers
    • Make Data Accuracy Paramount
    • Assign Clear Ownership of Product Data Quality and Audits
    • Synchronize the Data With Customers
  • Clarify the Customer Service Value Proposition, and Enforce Customer Accountability
    • Differentiate Requirements by Tier
    • Hold Customers Accountable
  • Implement a Rigorous Promotions Management Process

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