Achieving Excellence in Customer Supply Chain SLA Management

The Challenge:

For Fortune Global 500 clients, meeting manufacturing and delivery service levels was non-negotiable. Every delay meant dissatisfied customers and penalties tied to service level agreements (SLAs). The complexity of global operations made it harder to deliver consistently while also protecting margins and reputation.

The Turning Point:

It became clear that reliable SLA performance was not just about execution but about readiness. Operational management, supply chain preparedness, and proactive client engagement had to work together to ensure commitments were met without compromise.

Our Approach:

• Regional support rollout: Expanded coverage across regions to meet global client needs consistently.

• Operational management: Streamlined internal processes to meet SLA targets reliably.

• Contract negotiation: Collaborated closely with clients to align terms, expectations, and deliverables.

• Customer business reviews: Established regular reviews to measure performance and identify opportunities for improvement.

• Supply chain readiness: Strengthened capacity and preparedness to anticipate and meet demand.

The Results:

• Achieved 250% year-over-year growth.

• Increased customer Net Promoter Score (cNPS) by 10 points.

• Met or exceeded contractual SLAs, consistently avoiding penalties.

The Impact:

Customers experienced reliable, on-time service that reinforced trust and strengthened partnerships. The organization not only improved operational efficiency but also built a reputation for supply chain excellence that led to repeat business and sustainable growth.