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Innovation is a Great Strategy to Enhance Customer Experience
11 May 2022
A problem is an innovation challenge that is a form of social engineering, which focuses on the creation and elaboration of the best and most sustainable ideas, coming from the best in-house innovators. “The goal of a company is to have customer service that is not just the best but legendary.” – Sam Walton ‘Packaging Spools for Busbar Tube’ was one such problem for one of our key customers that our in-house think tanks (Sudhir Laturkar and Team) found a hybrid packing solution for Busbar Tube that eliminated packing failure modes and improved customer satisfaction.
What were the challenges? · Breakage of the wooden spool during transportation · Deterioration of product appearance due to glue sticking · Customer complaints due to packaging What was RRL’s solution? · Hybrid Designed Spool – with use of cardboard & wood material · Centre flexible core design used to reduce inventory items · Spool assembly is done in-house – less storage space is required What were the results? · Customer complaints eliminated · Spool cost reduction by 18 % · Storage space reduction