ALLOY STAINLESS PRODUCTS CASE STUDY

Company Profile:
Alloy Stainless Products (ASP) has been manufacturing stainless steel pipe fittings for nearly sixty years. Headquartered in Totowa, New Jersey, ASP is independently owned and operated. ASP customers know that when they call, they can easily reach someone at "the top" for important issues and decisions. Customers also know that all ASP products are manufactured from materials supplied by periodically audited sources, and are in full compliance with all manufacturing and inspection specifications.

The Problem:
ASP wanted to utilize their website to help reduce customer service costs and improve customer satisfaction. Specifically, they wanted to enable their customers' access to both product-specific information and customer-specific information 24 hours a day.

The Solution:
Service Internet Solutions (SIS) created an interactive web service for ASP customers to find the information they need about product materials, and an easy way for them to download and print the materials themselves. SIS designed an application that was very customer-friendly, easy to use, and responded quickly.

The Result:
Because customers can "help themselves" to the reports they need, it has saved ASP time and money. Under the former system, someone in customer service responded to telephone or email requests for information, sending printed materials via postal mail or attachments to emails. Customers are also happy because they can have the information they need immediately, which often leads to same-day orders. Feedback from customers has been very positive, leading to enhanced customer satisfaction. ASP also plans to integrate the customer service application with other components of their business, such as sales, order placement, and inventory checking.

Client Comments:
Annemarie Appleton, Vice President of Manufacturing, states, “Service Internet Solutions created a feature for our Web site that has had a powerful two-fold effect on our business: it allowed us to reduce the cost of our customer call center, and it improved our customers’ satisfaction by enabling them to download material testing reports on products they have already purchased. This special Web feature has decreased MTR request calls to our
customer call center by 60%, and our customers are happy they can ‘help themselves’ to important product reports.”