Case Study:
Critical Parts Network
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The Challenge |
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| Post-sales support is a market differentiator for business equipment manufacturers. |
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To meet the rising expectations of clients, business equipment manufacturers have to deliver superior post-sale service. To do so requires accurate, timely access to service parts inventories.
Progistix was called on by a leading business equipment manufacturer to help supply its 800 field service technicians across Canada with post-sales support that would:
- Maximize client uptime and field service technician productivity.
- Standardize service levels across Canada.
- Achieve consistent delivery times.
- Formalize performance measurements.
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The Solution |
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Progistix developed an integrated fulfillment solution designed to expedite the provision of service parts and provide order and inventory management, returns management and end-to-end visibility.
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Progistix formalized the definition of expedited delivery zones (30 minutes and 60 minutes) in 13 urban markets across Canada.
- Progistix’ Critical Parts Network combined multi-client facilities for increased availability of service parts with a range of expedited delivery services including 30 minutes, 60 minutes, next day, next flight out, after-hours support and technician pickup.
- The solution integrated the client’s parts entitlement and ordering system with Progistix’ SAP system.
- The Critical Parts Network solution provided same-day processing of defective parts for repair and refurbishing by third-party agents, restocking of good parts, and management of obsolete parts and excess inventories.
- The solution delivered business-critical intelligence through tracing capabilities of the parts fulfillment process and web visibility of order status and inventory positions.
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The Results |
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Progistix’ innovative, integrated and intelligent Critical Parts Network solution delivered measurable and sustainable results. With Progistix’ help, our client’s client service solution achieved:
- Exceptional operational performance.
- Inventory accuracy exceeded 99.6%.
- Service levels in time-critical 30- and 60-minute deliveries exceeded 98% nationally.
- Reduced the number of broken calls, thereby increasing client uptime.
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