Brown Metals Co., Rancho Cuca-monga, CA, boasts the largest inventory of thin-gauge stainless-steel coil on the West Coast. As the company has grown, keeping track of order-related paperwork became increasingly challenging, adversely impacting customer service. When an order shipped, accompanying paperwork first went to the company's accounting and quality assurance departments for review, then to the file room. When a customer called with an order-related question, staff had to leave their desks and visit each of these locations to search for the relevant document, while the customer waited on the phone.
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