The first week of the month, lost to spreadsheets
Each major customer has a monthly review. Before it, the account manager builds the pack: deliveries on time against slot, deliveries in full, loads with a complete temperature record, rejections and reasons, claims, and for storage customers stock accuracy and pick errors.
The data comes from the transport system, the telematics portal, the POD system, the claims spreadsheet and the WMS. Each has its own export. The account manager pastes, cleans, calculates and formats. Definitions shift slightly from month to month depending on who builds it. The customer occasionally asks why their figure for on-time differs from yours.
Why KPI packs are a manual job
The data exists in several systems, each built for its own purpose, and nothing joins them up around the customer.
- Each KPI draws from a different system.
- Definitions, such as what counts as on time, are not written down.
- Customers use their own definitions, which may differ from yours.
- Exceptions, such as a late slot caused by the customer, need explaining by hand.
- The pack is rebuilt from scratch each month.
What manual KPI packs cost
Days of account manager time every month, across every major customer. Inconsistent figures that undermine trust. Reviews spent arguing about numbers rather than improving service. And a late view of problems, because performance is only calculated once a month.
How we build the pack from the source systems
- We connect to the transport system, POD, telematics, WMS and claims records, and bring the relevant data together per customer.
- KPI definitions are agreed and written down with each customer: what counts as on time, in full, temperature complete, and how exceptions are treated.
- The KPIs are calculated daily, so account managers see how the month is going before it ends.
- Exceptions caused by the customer, such as late product at collection or a depot that moved the slot, are recorded on the job and shown separately, with evidence.
- The monthly pack is produced automatically in the customer's preferred layout, with charts and a list of failures and their causes.
- Customers can have a live view, if you want to offer one.
| KPI | Source |
|---|---|
| On time against slot | Tracking and POD times against bookings |
| In full | POD quantities against orders |
| Temperature record complete | Telematics data per load |
| Rejections and claims | Rejection and claims records |
| Stock and pick accuracy | WMS counts and pick errors |
The definitions are agreed between you and each customer. We calculate them consistently and show the working.
What a monthly review looks like after
The pack is ready on the first working day. The account manager spends the time before the review looking at the failures and what caused them. Figures are consistent from month to month and match what the customer sees in their live view. Problems are visible during the month, while there is still time to fix them.
Internal meetings benefit from the same data. Operations managers can see performance by depot, shift and lane rather than by customer, which is often where the real causes of late or incomplete deliveries show up.
Are KPI packs taking over your month?
- Account managers build KPI packs by hand every month.
- Data comes from several systems and exports.
- Customers dispute your figures.
- Definitions change depending on who builds the pack.
- You only see performance once the month is over.