Supply Chain Visibility: Call Routing's Role in Manufacturing Transparency

Supply Chain Visibility: Call Routing's Role in Manufacturing Transparency

Posted In | CRM | Help Desk | Calling Solution | Manufacturing Companies

In an evolving global economy, the ability to efficiently manage and monitor the supply chain is a factor that can greatly impact a company's success. One key aspect of this is supply chain visibility, which refers to the ability of all parties involved in a supply chain to access real-time data and information about the location and status of products, from the raw material stage to the final product delivery. Increasing supply chain visibility can lead to improved operational efficiency, reduced costs, and enhanced customer satisfaction. One tool that can significantly enhance supply chain visibility in the manufacturing industry is call routing.



Understanding Call Routing

Call routing, also known as automatic call distributor (ACD), is a telecommunication technology that distributes incoming calls to a specific group of terminals used by agents. It is typically used in sectors that handle a large volume of calls, such as telemarketing, mail-order catalogue retailing, and customer support.

In the context of manufacturing, call routing can be used to efficiently manage communications between different parts of the supply chain, ensuring that the right information reaches the right people at the right time.


Call Routing and Supply Chain Visibility

So, how exactly does call routing enhance supply chain visibility in manufacturing? Here are some key ways:

1. Real-time Information Sharing

Call routing can facilitate real-time information sharing among different parties in the supply chain. For instance, if there's a delay in the delivery of raw materials, a call can be immediately routed to the relevant parties such as the manufacturing plant, logistics provider, and the customer. This can help in taking timely corrective actions and minimizing the impact on the overall production schedule.

2. Improved Traceability

With call routing, every communication is logged and can be traced back if required. This makes it easier to track and monitor the flow of goods throughout the supply chain, contributing to improved traceability.

3. Better Decision Making

By providing real-time and accurate information, call routing can support better decision making in the supply chain. For instance, if there's a quality issue with a batch of products, a call can be immediately routed to the quality control team, enabling them to take immediate action.


As the manufacturing industry continues to evolve, the role of technologies like call routing in enhancing supply chain visibility is becoming increasingly important. By facilitating efficient communication and real-time information sharing, call routing can contribute to improved operational efficiency, cost reduction, and customer satisfaction.