The Power of a Connected Metal Service Center

What is a connected service center?

A “connected” service center is our way of defining the characteristics and best practices of the most successful metal service centers we have worked with over the last 40+ years. At its core, a connected service is about good data and strong processes that promote information sharing throughout the company.

We have found that the most successful organizations in this industry almost always share the following traits:

1. A company-wide understanding of priorities and goals.
2. Use of technology specifically to reach goals more quickly and efficiently.
3. Shared data throughout the organization and with external stakeholders.
4. A relentless focus on activities that will have the greatest impact on the organization’s goals.

The benefits of a connected service center

Metal service centers that connect accurate data with their employees and external stakeholders experience stronger growth and profitability. Driving the stronger bottom line are a number of specific benefits of creating a connected service center:

1. Satisfied customers.
2. Good vendor relationships.
3. Satisfied employees.
4. Scalable processes and systems.

What exactly are we connecting?

The reason that we refer to successful metal service centers as “connected” service centers is that throughout these organizations everyone has quick access to the information they need, data is connected within and between systems, and external stakeholders (ie: customers and vendors) are connected through data, systems, and processes to the organization.

When evaluating how connected your service center is, consider the following:

1. Connected data – How often is data duplicated in your system, entered manually, or sitting in a system that is disconnected from other data?
2. Connected teams – Providing all team members with access to data they need to do their job and arming them with an understanding of how data is used within your organization is key to a connected service center. For example, does everyone who might take a call from a customer have the ability to quickly answer order status and inventory availability questions?
3. Connected customers and vendors – If your connected data and processes stop at the door, you are missing a key strength of connected service centers. Ensuring smooth and accessible processes that allow your customers and vendors to easily send in an order, request information, communicate shipping information, or pay an invoice builds stronger relationships with these external stakeholders.