Low First-Time Fix Rates from Parts Unavailability

$1,500-3,000+ per project delay (builder contractual penalties, warranty liability exposure, project cash flow impact). 5-15 delays/month = $7,500-45,000/month • $10,000-$20,000 monthly from lost wholesale orders, customer churn to competitors, emergency expedite shipping to fulfill orders, and labor costs from mismatches between system and physical stock • $10,000-50,000+ per international order miss (customs delays, distributor penalty fees, loss of export market reputation). 5-10 issues/month = $50,000-500,000/month

Channel service teams and product engineers manually cross-check past service orders, warranty claims, and shipment history in Excel and ad-hoc reports, then coordinate by phone/WhatsApp/email with distributors and field techs to guess which parts to preload on trucks or rush-ship before visits. • CSM maintains separate Excel tracker of 'builder projects + required parts'; manual cross-reference with warehouse stock; phone coordination with project manager • CSM maintains separate spreadsheet of 'critical customer parts needs'; manual daily warehouse check; no real-time alerts; escalations via email chains