ClearMetal enhances customer loyalty at Lenzing with CDX

[vc_row][vc_column][vc_custom_heading text=”With the CDX customer portal from ClearMetal, Lenzing was able to not only improve its customer service and increase customer satisfaction but also optimize its costs. Lenzing can now respond to exceptional cases and communicate with customers in the shortest possible time using the new portal.” use_theme_fonts=”yes”][/vc_column][/vc_row][vc_row][vc_column][vc_column_text](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 from 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 nonwovens. This chain is long: between the production of pulp and 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, dye houses, garment manufacturers, fashion brands, and retailers, helping its customers to be more successful and profitable throughout the entire value chain.

Previously lacking transparency along the supply chain

The company generates annual sales of around 2 billion EUR and delivers approximately 1 million tons of raw materials per year. Before choosing the CDX platform from ClearMetal, Lenzing used various location-based IT solutions in supply chain management. Due to the significant autonomy of individual production and sales locations and the lack of transparency along the supply chain, it was challenging 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 sought a unified solution that promised more transparency and efficiency along the supply chain.

Lenzing selects CDX from ClearMetal

In the third quarter of 2018, Lenzing chose 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 significantly improves the transparency of individual supply chains and entire ecosystems. The CDX platform provides Lenzing with enhanced shipment tracking and reliable forecasts for product deliveries based on a wide range of information sources and experiences that ClearMetal has gathered with numerous customers. Through the platform, Lenzing can flexibly map and manage 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 experience: 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 issues arise. With ClearMetal’s CDX platform, Lenzing is now able to make quick and intelligent decisions based on real-time data (rather than static data). The company has accelerated the introduction of new products and reduced logistics costs. Additionally, it is now able to 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 location 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 exceptional cases immediately and communicate with our customers within minutes, not hours,” explained Parsan Chand, VP Global Supply Chain at Lenzing AG.

Photo: © Lenzing

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