CorrBoard Makes Complex Processes Simpler with Clear Communications

CorrBoard Makes Complex Processes Simpler with Clear Communications

For CorrBoard, making corrugated sheet board is a day job. The complexities are added when we consider the 250+ board grades that the company can offer to its customers.

In addition, the business provides an analysis service to its clients, using its on-site laboratory testing facilities to provide insight about quality and strength of different board grades.

While the infrastructure in the background is robust, not least as the business has integrated standard ISO certifications, Commercial Manager, Jonathan (Jonty) Frankland, explains how clear communications makes complex processes simpler.

He comments:

“When customers are placing orders at CorrBoard, the first point of call will be the customer service team. They will consult with each person and collate all the details before inputting this onto our IT system.

“In many instances, the orders will be from customers we know and so there is a general understanding about the process and how it works to ensure that our orders are delivered on time, in full and at quality.

“Once an enquiry is made, it will come through to the commercial department for matching of the board grade and pricing. It will then be relayed back to the customer service team to be shared with the client.”

Technical Intervention

In some instances, clients will be looking for an unusual or bespoke grade to be produced. The details will be communicated through customer services or via the external sales team, who often collate the necessary detail during a customer visit.

On these occasions, it may be that an analysis of sample board is required. This could be because the board has never been produced at CorrBoard. If samples exist, they will be sent to the business and thorough lab tests will be conducted.

Jonty comments:

“The lab facilities that we have on site provide our clients with the reassurance they need that we are getting the details right. What’s more, we can turn analysis around quickly, as we have everything we need right here in our facility. There is no need for outside intervention that would extend the time taken.

“Having these facilities available is a real benefit to our clients, but once again, it only works because we have the processes in place to communicate effectively between each other.”

Once analysis is complete, the quality team share these findings with the commercial department, and customer service team to be passed on to the client.

Manufacturing Expertise

Increasingly, clients are requesting unusual or bespoke board grades from CorrBoard, which require testing. Jonty explains:

“We have seen an increase in the variety of board grades that our customers require. This might be because they need a more complex packaging or it could just be because they are changing their processes and need a different specification to meet with those requirements.

“While some suppliers would turn this away, we instigate a “Trial” procedure process across all stakeholder departments to ensure we can meet and exceed all of the customer expectations. Once we have all the solutions in place, we will often produce a short trial run and send this to the client for approval.

With all communications centralised through customer service team, this makes each of the stages of the process simpler and more streamlined. It also ensures that there is a consistent and direct line of communication to the client.

Full Production 

Once a trial run has been completed and approved, or a match to a board grade that already exists has been made, the job is sent down to production. Again, open and transparent communication is essential. Jonty continues:

“Once a job is in production, we have online systems that provide everyone with access to the progress that has been made. At the same time, we can see any problems or delays in the process, so that customer service can update the client if necessary.

“There’s no point in staying quiet when you know something isn’t going to plan, and so on those occasions we make sure to pick the phone up. Being honest with clients is always the best way, and we are of the mindset that there “is” a solution that can be found.

“Once complete, customer service is updated and a delivery is arranged. At this point the logistics team are made aware, and the product is scheduled to be loaded and transported.”

Integrating New Customers

When new customers join CorrBoard, there is a robust onboarding process that includes all departments within the business. This has proved invaluable as the company works with an increasingly large portfolio of clients. Jonty comments:

“If a customer hasn’t worked with us before, the customer service team will call an internal meeting to get every department together. During this meeting we will discuss all the requirements from order placement through to shipping of the order(s).

“Ensuring that we cover quality, production, logistics and any bespoke requirements together means that we are all fully informed. There is no ambiguity about the work, and it enables us to raise any concerns before they become a problem.”

Perfecting Processes

CorrBoard has found that consistent communications is one of the most important factors throughout the manufacturing process, from order entry through to manufacture, and despatch. Jonty concludes:

“Working as a team is the biggest asset we have at CorrBoard. It is what ensures that we deliver consistently for our clients. This is underpinned by the communications processes we have in place.

“In each instance, there is a process to follow, which is driven by openness and honesty. Without that, we would just be any board supplier. With it, we are the CorrBoard team, committed to achieving the same outcomes, together.”

For more details about CorrBoard’s corrugated cardboard, please visit www.corrboarduk.com or contact the team on info@corrboarduk.com.