A global leader in health insurance and care services needed a uniform program as robust and reliable as their own services. They entrusted Direct Corporate Clothing to not just supply their uniforms, but to transform their entire approach. We were tasked with elevating service levels – ensuring consistent stock availability – and fostering clearer, more effective communication. This was an opportunity for DCC to demonstrate our commitment to bespoke solutions and unwavering ingenuity.
The challenge
The existing uniform program faced several key challenges:
- Service level shortfalls: Service Level Agreements (SLAs) were languishing at a mere 30-40%, hindering operational efficiency and impacting wearer satisfaction.
- Stock shortages: Consistent stock availability, particularly for essential items like tunics, was a persistent concern.
- Communication breakdown: Internal and client communication needed a significant overhaul to become more collaborative and proactive.
Our solution
The DCC team, driven by our characteristic commitment to excellence, implemented a series of targeted and innovative solutions spearheaded by the dedicated Account Manager, Kelly Stringer:
- Automated warehouse revolution: Our £15 million investment in a state-of-the-art automated warehouse dramatically transformed our order fulfillment process. This cutting-edge technology minimises errors and maximises efficiency, ensuring swift and accurate order processing.
- Proactive internal alignment: We established regular meetings with our purchasing team to proactively source products and secure stock availability. This forward-thinking approach allows us to anticipate and address potential stock gaps before they become problems.
- Transparent client partnership: Open and honest communication is at the heart of our client relationships. We provided them with timely updates on stock levels and proactively offer alternative solutions, building trust and strengthening our partnership.
- Collaborative partnership approach: We’ve cultivated a close working relationship with key decision-makers, including their relationship manager and category manager. This collaborative approach ensures everyone is on the same page and facilitates effective communication, which is crucial for resolving service issues and driving new initiatives, such as the development of bespoke front-of-house clothing.
Results
Our targeted approach yielded remarkable results for both DCC and our client:
- Service level excellence: SLA performance soared from 30-40% to an impressive 90%, dramatically improving operational efficiency and significantly boosting client satisfaction.
- Client recognition: The procurement team expressed their sincere appreciation for our dedication, hard work, and the tangible results we delivered.
- Operational optimisation: Our automated warehouse system has significantly reduced order processing times and improved stock availability, minimising disruptions for the client.
- Strengthened client bonds: Proactive and personalised communication have fostered a foundation of trust and transparency, leading to smoother collaboration and deeper client engagement.
Key takeaways
- Confident problem solving: Our inventive solutions have dramatically improved service levels and stock availability, enhancing operational efficiency and demonstrating our ability to tackle complex challenges head-on.
- Personalised partnership: We proactively communicate openly and honestly, building stronger and more trusting relationships with our clients.
- Inventive sustainability focus: We partner with Orbit to explore inventive sustainability initiatives, including the development of bespoke scrub ranges, to support long-term environmental goals.
We are delighted that our confident, bespoke partnership embodies the highest standards for wearers and patients.
