Gal Raz | Modern furniture retailer faces classic kinks in customer service

Providing consistent customer service across North America has proven difficult for web-focused furniture company, Rove Concepts.

The Vancouver-based company supplies Scandinavian-inspired, mid-century modern furniture at a moderate price, overseeing everything from design to delivery. Despite good customer service in store, Co-founder Victor Tam says there are inconsistencies across the continent.

The Globe and Mail turned to experts, including Associate Professor Gal Raz, for advice on how the company can improve its supply chain to ensure high-quality delivery to all customers.

“The furniture supply chain is unique in its challenges and causes of defects, due to many supply-chain touch points, the bulkiness of the items and the chain’s complexity,” says Raz. “The key issue for Rove is supply chain control.”