01.Customer Experience Value Scan

Strategic insights and operational roadmap for scaling Bleiswijk efficiently.

2-Year Growth Target

+60% Volume

Scaling into the new facility

Support Cost Target

0 FTE Increase

Scaling without adding fixed CS overhead

Current Daily Volume

~100 New / ~200 Processed

Manual ticket & email handling

Operational Reality & Business Bottlenecks

Logent is positioned for rapid growth over the next 24 months. However, the current customer service setup operates entirely inside QMISIO with heavy manual overhead:

Unstructured Ticket Flow: All incoming customer emails land in a single, unassigned list without issue categorization, priority tagging, or SLA tracking.
Manual Administrative Work: CS agents spend significant time typing out routine, repetitive replies (e.g. order cancellations, basic tracking) by hand.
Paper-Based Handovers: Complex instructions for special packaging (e.g. custom sleeving or seasonal bundling) rely on printed picklists and manual floor walk-throughs.

The Rivory Strategy

Instead of attempting a risky and costly overhaul of your core WMS (QMISIO), we recommend implementing a smart, standalone modular layer on top of your existing database:

Keep QMISIO as the Core Engine: Maintain QMISIO for stable warehouse and financial operations without touching or risking Delphi source code.
Immediate Operational Value: Introduce automated ticket triage, AI-driven draft replies, and instant order summarization to free up CS capacity.
Real-Time Executive Visibility: Provide Oskar, Nico, and Arvid with live dashboards tracking support SLA performance, issue root causes, and true cost-to-serve per client.