Established in 1971, Corsicana Bedding, Inc., is a national mattress manufacturer with three large production plants and two distribution centers across the country. The company employs over 450 people and distributes its product to over 4,000 retail centers nation-wide.
Corsicana needed a better way to manage its documents and cash flow. For each delivery, the company produces an invoice. Upon receipt of delivery, the customer signs the invoice, which acts as a proof of delivery document. With over 350 deliveries a day, the company wanted to invest in a system to collect information from all locations and make it immediately available to the corporate office. The situation the company faced was that information took too long to get back to the corporate accounting department so that customer account information could be updated and reconciled. In addition, responses to customer questions were delayed until the information was received.
In addition to manufacturing their product, Corsicana has its own fleet of drivers who deliver mattresses to retail centers across the nation. The drivers are issued a paper invoice for each delivery on their truck. Upon delivery, the customer signs the invoice to accept the shipment and pays the driver. As a "Cash on Delivery“ (COD) company, the driver‘s hand written notes about items marked as short shipped or damaged are crucial to resolving payment issues. This document is Corsicana‘s 'proof of delivery‘ and is the key document used in resolving payment disputes based on the quantity and condition of goods delivered. Drivers return the signed invoice and the payment check to the distribution center or plant where the delivery originated. The information is then packed up and mailed to corporate headquarters in Corsicana, Texas, for processing.
Business critical documentation was being shipped by multiple people from various locations. This presented a huge challenge for customer service person-nel located at the corporate office, often making it extremely difficult to research and resolve disputes quickly. This in turn led to upset customers who simply wanted answers. Additionally, the accounting documents from the different locations were divided by account among the accounting staff, and then filed at each desk, making it difficult for anyone but a specific employee to assist a customer with a problem. Due to the volume of invoices, refiling was sometimes an issue and hindered the quick resolution of customer questions.