Leveraging ERP Data to Transform Customer Experience and Supply Chain Performance

For manufacturers managing complex production and inventory operations, visibility and real-time information are vital — not just for efficiency, but for maintaining trust and satisfaction across the supply chain.

Jaychem has redefined how customers interact with their materials and orders by developing a secure customer portal powered by live ERP data. The result: greater transparency, improved delivery performance, and more effective collaboration between Jaychem and its partners.

The Challenge

Previously, all customer queries were handled manually through a Customer Care role, answering questions such as:

  • “How much stock do I have?”

  • “Have you received my delivery?”

  • “When will my order be ready?”

  • “What materials do I need to supply?”

While personal, this approach had several limitations:

  • High administrative load – Responses were time-consuming for both customers and Jaychem staff.

  • Limited visibility – Customers lacked real-time insight into inventory, production status, and material consumption trends.

Delivery misalignment – Without shared, up-to-date data, expectations around timelines and supply needs could easily drift.

Jaychem’s Solution

To overcome these barriers, Jaychem leveraged its ERP system to create a secure, integrated customer portal, providing customers with direct, real-time access to:

  • Real-time inventory levels of their materials

  • Order tracking throughout each stage of production

  • Consumption reports to manage supply planning proactively

  • Collaboration tools to support manufacture and scheduling

By shifting from reactive communication to self-service transparency, Jaychem not only reduced manual workload but also strengthened trust and collaboration across the supply chain.

Outcome

The introduction of the customer portal delivered measurable benefits:

  • Improved DIFOTQ performance — Customers could plan and supply materials in sync with production schedules.

  • Greater customer autonomy — Real-time access empowered customers to manage their stock and orders independently.

  • Enhanced operational alignment — Internal teams gained clearer visibility of customer priorities and delivery timelines.

  • Increased data accuracy — Automated information flow reduced manual errors and improved material tracking.

Conclusion

By harnessing ERP data through a secure, customer-centric platform, Jaychem has transformed both customer experience and internal efficiency. The initiative provides full visibility from material intake to delivery, building trust, improving performance, and enabling proactive decision-making across every stage of the supply chain.

Jaychem — making supply chain and production data work for you.