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Tag Archive: customer service

  1. Customer Service – a Backbone of Business

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    In any business, one of the keys to success is outstanding customer service.  You can make a great product, or have all the right equipment, but if your customers don’t like dealing with you, they will probably find another way to get what they want.

    Every year, we send out a survey to each of our customers asking those questions to find out how we did – a little test for ourselves to see if we’re not only meeting our customer’s needs, but doing it in a timely way, paying attention to their particular concerns, and making sure they are comfortable with our services and our representatives.  Last year, we got an 18% response rate – this is pretty average for external surveys, according to those who study such things.  This year, however, we got a 37% response rate, which is a pretty significant jump – given that most people either respond to surveys of this kind with either very good things, or very negative things (think the kind of extremes you might see on Yelp), we were curious to see what our customers thought.

    With an average response of 4.46 on a 1-5 scale, we think we did pretty well – we were especially thrilled to see numbers like 4.6 in response to questions of order timeliness, correctness and compliance, and helpful service.  We think it speaks volumes that our customers would rate us so highly on these things – we think it’s why we’ve been able to establish lasting relationships, and conduct such successful business in the heavy gauge stamping industry.  This is particularly energizing in view of a new year ahead, and some exciting prospects for our business coming in 2014 – check back here on our blog for more updates!

    For our customers – thanks for your participation and for choosing Ohio Valley Manufacturing – we will continue to put you first, and structure our business around serving you better.  Keep up with us here on the blog and on social media – we’d love to hear more from you!

  2. How PRAXIS Improves Our Processes

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    At Ohio Valley manufacturing, we are constantly on the lookout for new ways to innovate, optimize, and streamline our business and our customer service.  Back in 2011, we implemented one of our greatest strategies to accomplishing these goals, and we’d like to take some time to explain just how valuable it is for our business and our customers.

    The previous problem was this: all of our business functions and transactions, including shipping, receiving, inventory, production, job scheduling, maintenance scheduling, and more were tracked and sorted separately.  The time and resources spent managing all of these various processes and schedules was an area we chose to focus on streamlining.

    Enter PRAXIS, our proprietary software that is a powerful tracking and reporting database and workflow package.  It encompasses both MRP functions for inventory control, and ERP functions for streamlined flow of information between departments, and easy resource and production tracking.  PRAXIS was designed in-house, which means that not only are we experts at its use, but it is also entirely customizable.  PRAXIS is fully integrated with all of our machines, and provides real-time traceability for all of our processes, and also tracks AQP reporting, die reviews, and EDI processing.  It offers our customers the option for barcode labeling and shipment notifications via text, email, or ASN, and offers Ohio Valley a solid advantage over our competition.  With a central database from which to monitor all of our internal processes, and that capability to customize and grow with our business, PRAXIS is one of our prouder achievements, and another demonstration of how we seek to build our business in a way that helps us streamline our process so we can streamline our service.

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