Turning around a key account

This is a sample case study. Replace it with your own story and real numbers.

The situation

Our second-largest customer had sent a formal notice: improve delivery performance within ninety days or lose the contract.

What I did

I visited their distribution center, mapped where our deliveries were failing, and found that most delays came from one product line packed in a format their docks could not handle. I worked with our warehouse to change the packing, set up a shared weekly scorecard, and called their logistics lead every Friday until the numbers held.

Results

On-time delivery went from the low seventies to the high nineties. The customer renewed for three years and added two new product lines.