Stock Reporting Policy and Report Analysis Procedure

At Cosoft, we continuously strive to improve our support processes to provide you with efficient and effective assistance. In this regard, we would like to share some updates regarding our procedures for Stock Control and Gross Profit (GP) troubleshooting.

Ensuring the accuracy of reports, especially those related to Stock and GP, has always been a time-intensive task. To better serve you while maintaining our commitment to timely support, we have refined our approach to report support.

Our perspective on stock control places the responsibility on individual stores to address imbalances in their stock. As support, our role is to identify procedural issues, offer guidance, and assist you in conducting checks for any apparent errors in your recipes.

Here's an overview of how Stock Control Troubleshooting and GP Troubleshooting will be handled:

Preliminary Investigation: When you report an issue, our support agents will perform initial checks to rule out common problems such as Goods Received Voucher (GRV), stock take, or manufacturing errors.
Specialist Escalation: If the issue appears to be more complex after the initial investigation, it may be escalated to a specialist. The agent will log all relevant information, attach pertinent reports and screenshots, and inform you that the matter will be elevated. The specialist will conduct a detailed examination, checking for any errors in the previous checks.
Empowering Managers: We encourage and empower store managers to conduct their investigations. Their access to more data and the physical stock often enables a more comprehensive understanding of the situation.
Customer Responsibility: In instances where a discrepancy between a menu recipe and in-store usage is identified, and it aligns with the information provided by our menus team, it becomes the store's responsibility to contact head office or the brand directly within one week. This allows for a timely resolution of the reported issue.
Full Stock Analysis (Upon Request): If a store insists that the problem is unidentifiable and no issues are apparent on initial inspection, a full stock audit can be requested. This process involves assigning a dedicated specialist to comb through the database and requires up to a two-week turnaround for the audit report.
Billing Information: If the audit reveals errors caused by Cosoft, there will be no charge. However, procedural errors or customer-related issues, including inconclusive results, may result in billing.

If you have any questions or require further clarification, please feel free to reach out to our support team.