Balton Trading Asia
Balton Trading Asia logo

Partner service quality at scale

FMCG import & distribution

About Balton Trading Asia

Balton Trading Asia is a leading FMCG import and distribution company serving the Asia Pacific region with 15+ years of experience in the FMCG sector.

They specialize in bringing high-quality consumer goods from international markets to 20,000+ retail partners across major Asian markets.

With 1,500+ employees and 55,000 sq.m. of warehouses, they process 64,000 tons annually across 500+ brands in food, beverages, personal care, and household products.

30+ years in FMCG
1,500+ employees
500+ brands
20,000+ partners
Headquarters: Tashkent, Uzbekistan
Adopted Comind.work in 2024
Challenge illustration

The challenge

No way to verify service quality or trace issue resolution

As Balton expanded, there was no documented process to ensure partner requests were handled consistently. Customer data, order status, and inventory lived in separate systems with no unified quality record - no way to verify that service standards were met.

Commitments to partners went undocumented. There was no traceable record of what was promised, who was accountable, or whether SLAs were met. When issues fell through gaps, there was no audit trail to identify where the process broke down.

No unified quality record
Undocumented commitments to partners
Dropped requests with no evidence trail
Unverifiable SLA compliance

The solution

Auditable partner service process with documented accountability

Rather than replacing their systems, we built an auditable quality layer across them. Salesforce stayed their CRM, legacy databases remained in place. The new layer creates a single documented record for every partner interaction as it moves between support, logistics, and fulfillment.

Within 3 months, every partner request had a traceable history - who handled it, what was promised, and documented evidence that commitments were met.

Documented service record

Every request logged with documented ownership, timelines, and accountability. A traceable record of what was promised and what was delivered.

Traceable cross-team process

When work moves from support to logistics to fulfillment, every step is documented - creating an audit trail across team boundaries.

Service quality metrics

Real-time quality metrics across all partner operations. Managers verify SLA compliance and identify process gaps with documented evidence.

Business results

The results

Traceable resolution with documented accountability

Every partner request now has a documented trail from intake to resolution. Managers can verify SLA compliance with evidence, not estimates - and identify exactly where process gaps occur.

Service quality became measurable. Fewer requests fall through gaps because every commitment is documented and traceable. Other departments adopted the same quality approach for their own cross-team processes.

Key features that made the difference

Single source of truth with audit trail

One documented record for every partner interaction across 20,000+ retailers - what was requested, who is accountable, and evidence of resolution.

Impact:

Every partner commitment is documented and verifiable, replacing untracked verbal agreements.

Documented, traceable process

Each step from initial request through logistics to delivery is documented with timestamps and accountability. A complete audit trail across team boundaries.

Impact:

40% faster resolution with full traceability - issues no longer stall at undocumented handoff points.

Integrated quality record

CRM, order, and inventory data unified into one quality record per partner interaction - documented evidence of service delivery, not scattered fragments.

Impact:

Support staff can demonstrate what happened and when, with documented evidence instead of memory.

"

Before, if a partner asked what happened with their request, we had to piece it together from three systems. Now I pull up the record and can show them exactly what was done, when, and by whom - documented evidence, not guesswork.

"

- Vitali Nikitin

Chief Information Officer, Balton Trading Asia

Ready to get audit-ready?

We build your compliance system with you - configured and audit-ready in weeks.

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