SMITH-COOPER SUCCESS STORY Improving the Quality of Orders & Customer Service BACKGROUND As a global designer and provider of branded, high-quality valves and fittings, Smith-Cooper International knows a thing or two about pressure. Recently, though, the company found itself in a very different kind of high-pressure scenario: how to handle its growing order volumes. Smith-Cooper has been riding a strong wave of business growth for years — a good problem to have — but with 85 percent of its customer orders arriving via email or fax, the speed, accuracy and productivity of its order management process was beginning to suffer. The prospect of simply hiring more CSRs to manage the influx of orders didn’t seem like a sustainable solution, according to Christopher Cerf, Smith-Cooper’s V

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