Driving Cross-Functional Alignment Through Metrics in a Logistics CompanyNBFC
The company lacked unified KPIs across functions like ops, sales, tech, and finance—leading to reactive firefighting and inconsistent reporting at board level.
Service Focus: Metrics – Decode
Industry: Logistics & Supply Chain – B2B Last-Mile Distribution
challenge
- Disconnected KPIs across business functions—no single source of truth
- Data buried in Excel sheets, ERPs, and ad hoc reports from field teams
- Poor visibility on delivery efficiency, route productivity, and SLA adherence
- Sales and operations were misaligned, affecting fulfilment planning
- Board packs were inconsistent, with no performance trend visibility
our approach
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Capital Crest Consulting was engaged under the Decode offering to implement a unified metrics system across the organization. The goal was to make performance transparent, actionable, and standardized from ground ops to board meetings.
Our work focused on:
1. Metric Framework Design – Company-wide scorecard aligned to business priorities
2. Departmental Dashboards – Function-specific KPIs with ownership mapping
3. Data Integration Strategy – Linking ERP, CRM, and ops reports into a single tracker
4. Board Reporting Kit – Quarterly trend reporting, variance alerts, and EWS signals
key intervention
- Defined 6 metric categories: Sales, Operations, Financials, Customer, SLA, Compliance
- Built dashboards for Sales Funnel, Hub Efficiency, Delivery SLA, Cost per Route
- Created a company-wide Metrics Control Sheet with weekly performance updates
- Designed Early Warning Signal tracker for customer churn and margin compression
- Developed automated Board Reporting Pack with narrative-ready visual dashboards
the solution
- Functional heads began reporting on standardized KPIs, creating shared accountability
- Operations gained real-time insight into route efficiency and delivery cost patterns
- Sales and ops synced their weekly plans based on metric trends and bottlenecks
- The CEO and board had a consistent snapshot of business health every quarter
- Early risks (churn, inefficiencies, margin dips) were identified through trend flags
strategic insight
Growth needs dashboards, not gut feel. A well-designed metrics system aligns teams, reveals blind spots, and drives performance with data—not noise.