How Wenaas Workwear Manages Deliveries to Customers Worldwide

Approximately 90% of Wenaas Workwear's sales are directly negotiated between customers and are fulfilled from their state-of-the-art Autostore warehouse. Managing roughly 250 contracts involving the delivery of physical products to global customers, valued at nearly 1 billion Norwegian Kroner, requires robust and predictable contract management. Often, uniforms need customization, and Wenaas Workwear takes responsibility for inventory, setting high standards for deliveries, which often extend to locations worldwide.

As Sales Controller Inger-Anne Oswald explains: "Ensuring customer satisfaction isn't just about selling as much as possible; it's about selling what was agreed upon. The customer's demands regarding quality, design, fit - there are numerous choices defined in the agreement. Our job is to implement the agreement within the customer's organization, and in doing so, we should not deviate from what was centrally agreed upon."

While forward-looking e-commerce solutions and extensive digital experience have made it easier to meet significant customer demands for trade, deliveries, and settlements, human interaction remains essential. Agreements are both made and managed at all Wenaas Workwear locations. In the past, agreements were stored locally, making it challenging for all involved parties to be aware of the covered types of deliveries.

Inger-Anne points out that close customer contact can sometimes lead to orders that are not in the customer's best interest to fulfill: "When our customer relations managers interact with a significant number of people at various geographical locations within our customer base, we often receive requests for deliveries that later turn out to fall outside the agreement. Typically, it benefits neither the customer nor us to deviate from the agreements, so to adhere to the agreements, it's crucial that we have easy access to the contracts to determine their obligations."

Wenaas Workwear embarked on a journey to define the contents of agreements, establish an authorization structure, and create a centralized archive for these agreements. They also needed to know when agreements commenced and concluded and be notified well in advance. Inger-Anne notes:

"Complete Control is incredibly user-friendly software that makes us feel like advanced users. In the beginning, and sometimes along the way, we needed assistance from Karoline and the House of Control team. The service has been prompt, competent, and friendly. We greatly appreciate this in our busy daily routine."

"With a centralized contract archive, we have a complete overview of our obligations. The archive serves as a reference that we can quickly access when we need to find various parameters within an agreement. We have clarity. We don't need to search. It's right there."

"We have a complete overview of our agreements and continuously register new ones. With employees in several countries, it's practical to have a shared archive. The archive also makes it easy to transition customer relations management responsibilities to others."