Measuring Customer Success
Delivering cost savings to customers through our WMSS operations is a primary objective and the key metric by which we measure success. One of our ISO goals is to provide ten percent of annual revenues back to customers as cost savings for contracts of less than five years and six percent for contracts of more than five years.
In 2017, of 97 customer facilities under WMSS service engagements, we delivered savings of at least eight percent of revenues, and 23 percent of those facilities delivered savings of greater than ten percent of revenues. That translated into $14.8 million in cost savings on $181.7 million in revenue. 2017 marked the 14th consecutive year that WMSS has delivered more than $10 million per year in savings. Since 2003, the team has delivered more than $200 million in cost savings to customers.
2017 Customer Cost Savings by Industry Sector
|Industry Sector||2017 Revenues||2017 Cost
% of Revenue
|% of 2017 WMSS
|Automotive||$ 22,781,383||$ 4,013,576||17.6%||27.3%|
|Chemical||$ 23,793,391||$ 1,312,923||5.5%||8.9%|
|Metals/Manufacturing||$ 18,635,614||$ 2,869,124||15.4%||19.5%|
|Petrochemical||$ 65,880,445||$ 3,933,757||6.0%||26.8%|
|Remote||$ 19,584,530||$ 410,403||2.1%||2.8%|
|Other||$ 38,691,805||$ 2,161,808||5.6%||14.7%|
|Totals||$ 189,367,168||$ 14,701,591||7.8%''||100.0%|
Customer Satisfaction Results
Customer satisfaction is another way we measure our performance. Every year we ask our customers how satisfied they are with our results and request their response through our Customer Engagement Index, then we measure the results against WMSS’s ISO goals. In 2017, 57 percent of WMSS customers participated in the survey. Of those, 98 percent completely agreed that WMSS met their needs and provided valuable service.
Cost Savings by Solutions Type
- Strategic Sourcing: 22%
- Process Improvement: 47%
- Optimized Logistics: 9%
- Recycling/Reuse: 22%