Meet Kavida’s Copilot, a breakthrough AI supply chain assistant.

Improving Customer Satisfaction

Business Case


Deana Claessen

Content Manager

This articles deep dives on how better supply chain visibility and risk management improves customer satisfaction and differentiates you against competitors to win more business.

The economic downturn is driving supplier consolidation amongst your customers thereby forcing companies to improve their customer service to remain competitive.


  • Customers Expectations: In an economic downturn, customers are facing tighter budgets and higher scrutiny on expenditures, consolidating spend towards suppliers who offer a strategic partnership rather than a commoditized transaction. Providing a better customer service has never been more important to retain customers, grow accounts and capture new business.

  • Meeting Customer Delivery Dates Enhanced supply chain visibility and robust risk management empower businesses to proactively address disruptions, ensuring timely deliveries to customers. By monitoring and analyzing supply chain data, firms can anticipate issues, adjust plans accordingly and address problems before they impact customer delivery dates.

  • Proactive Risk Communications: Early risk management communications allow preemptive actions to avert downstream disruptions. This transparency builds trust, aids decision-making, and aligns actions. Early alerts provide customers time to adapt production plans, find alternate suppliers, or adjust retail spaces. Proactive risk communication is a simple, potent point of differentiation with customers usually dealing with reactive suppliers.

  • Improving Customers Supply Chain Flexibility: Enhanced visibility allows for more agile and responsive operations, enabling you to better cater to customer demands by providing forward visibility upstream

  • Protecting Customer Reputation: ESG (Environmental, Social, Governance) risk detection upholds high ethical standards by identifying and addressing issues. This proactive approach not only aligns with modern consumers’ values, increasingly becoming a selling point, but also safeguards a company’s reputation, crucial for success in today’s socially-conscious landscape and regulatory environment.

  • Data Driven Supply Chain Insights: Providing customers with operational performance and risk data aids in strategic sourcing decisions, especially for nominated suppliers.

The Problem: Economic downturn is driving supplier consolidation

In an economic downturn, customers face pressure to reduce costs and maintain operational efficiency. Supplier consolidation is a common strategy to achieve this objective.

By consolidating suppliers, customers can reduce the complexity and administrative overhead associated with managing multiple supplier relationships, leading to reduced management costs and better negotiation power due to increased spend with fewer suppliers

Downturns provide companies with the opportunities to eliminate suppliers who are not performing as well as others.


  • Suppliers engaged solely in commoditised, transactional relationships are most likely to face obsolesce

  • Suppliers must move up the value pyramid to retain existing customers and capture new customers

Options Available:

In challenging economic climates, suppliers are typically presented with two alternatives: either reduce prices to remain competitive or differentiate themselves based on the value they provide

  1. Reduce Prices:
    Can be challenging for suppliers as it directly impacts their already tight margins

  2. Differentiate With Value
    More feasible option and requires investment into new value added capabilities e.g supply chain risk and visibility

How Kavida Supports Customer Service

Kavida offers a range of differentiated capabilities to help you deliver and exceed customer expectations


What Customers Normally Get

Enhanced Service with Kavida

Visibility of Order Status

Limited tracking, often leading to uncertainties.

Real-time, comprehensive tracking of all orders

Risk Management

Reactive, often addressing issues after they occur.

Proactive risk detection and management, mitigating issues before they impact the supply chain.


Fragmented, with delays in updates and responses.

Streamlined and timely communication across all stakeholders.

Supply Chain Flexibility

Rigid, with limited options to adapt to changes.

Dynamic adaptability, allowing for swift responses to changes in supply or demand.


Minimal collaboration between departments and suppliers.

Enhanced interdepartmental collaboration and strong supplier partnerships.

Customer Service

Standard, with a focus on transactional relationships.

Personalized, focused on building long-term, strategic relationships. i.e supplier development, new product introduction supply chain

Operational Efficiency

Often manual and labor-intensive processes focused on fulfilling orders for customer

Automation of routine tasks, freeing up resources to deepen customer relationship

ESG Compliance

Limited visibility into supplier practices.

Enhanced insight into supplier practices, ensuring ethical compliance.

Hear from Alex, Head of Procurement at a global aerospace manufacturer on how better visibility delivers better customer service


Deana Claessen

Content Manager


Tired of late deliveries? Let’s talk