We created a Corporate office to market our service to the customer. We had never done it. We have thousands of customers to reach. We have documented major cost savings in this approach, both cost reductions and cost avoidance. Customers think this is the only way to go.
Quality is up.
Customers get brand names of choice. Customer service is up. In the past, if the depot shipped the wrong thing, you would fill out a discrepancy report and send it back. It would take 75 days to get credit. Now the driver fixes it instantly.