Case Studies Allsteel – Backorders Download Pdf The Challenge Allsteel was incurring large costs and complaints from dealers on backordered materials. The dealers would order materials for a presentation and the backorder might be sent weeks after. The dealer no longer needed the materials since the presentation had already happened. This resulted in a number of complaints and a high volume of returned materials. The Solution MAI proposed creating an automatic weekly email to notify dealers and designers of backordered items. The dealer could then access a web page where the backorder could be cancelled if the materials were no longer needed. The Results High touch customer service to Allsteel's dealers, a lower rate of returns and fewer complaints. Dealers can now cancel unwanted materials at the touch of a button saving both material and return shipping costs. Elements Automatic Email Web page Background Allsteel, part of HON Industries, is a high end office furniture company that prides itself on customer service and quality. HON and Allsteel were named Fortune Magazine's Most Admired Furniture Company in 2003.