Choice Logistics is implementing a number of Business Process Improvements (BPI) to address new customer demands in response to the current economic climate. Operational improvements refine client service and solutions
NEW YORK – Nov. 11, 2009 – Choice Logistics, the global specialist in outsourced mission-critical service parts logistics services, is implementing a number of Business Process Improvements (BPI) to address new customer demands in response to the current economic climate. Beginning late last year and just finalized, Choice executed the first of several enhancements focusing initially on client-facing operations including solutions for call management and case management. The initiatives enable increased efficiencies in information sharing to further streamline client service and communications efforts, in addition to improving responsiveness. (Complete details on the initiatives below.)
“We view every client engagement as a collaborative partnership, essentially an extension of their service organization,” said Gary Weiss, executive vice president of global operations for Choice. “That said, we are extraordinarily sensitive to their needs, especially in a challenging economy. Choice is proactively leading the way with these innovations to better manage mission-critical service parts logistics for each client. Our goal is to help them succeed to meet P&L and customer service requirements, without compromising quality. By aggressively identifying opportunities to consistently boost efficiencies, we are able to cut costs and streamline processes. This is fundamental to the long term success of our clients, and significantly increases our value proposition.”
Client-Facing BPI Initiatives:
Choice has enhanced its Global Logistics Center, the communications hub of its worldwide operation, with a new application that enables faster client responsiveness and efficiency. The capability has also helped Choice become more proactive and anticipate new requirements.
This advancement in call management captures data through all phases of client interface, including: telecommunications, EDI/XML, automated systems, online entry, email and faxes. The communications are aggregated in Choice’s enterprise system and disseminated throughout the organization for immediate access, review and action.
To refine information sharing across multiple departments, Choice integrated new case management software to collect and monitor all client inquiries and requests, as well as the accompanying internal correspondence. This furthers the company’s internal and external communications to facilitate better responsiveness and workflow.
In addition, the system better facilitates the exchange of information directly to clients who have automated inventory control processes. Data is collected and organized in Choice’s “Knowledge Center,” which catalogs the information for ongoing organizational improvement.
Combined, these initiatives support Choice’s ongoing operational improvements, providing greater efficiencies and heightened productivity. As a result, the company has dramatically reduced operating expenses. The savings are being invested in Choice’s international expansion efforts in EMEA and APAC, including resources and management personnel.
About Choice Logistics
Choice Logistics provides outsourced service parts logistics services to meet the unique challenges of mission-critical, global service organizations. More than 400 strategic stocking locations (SSLs) around the world provide 24/7 same-day solutions and strategic inventory management. Choice’s focused insight helps leading companies and provides them with a competitive advantage. Avaya, Cisco, Dell, EMC, Fujitsu, Hitachi Data Systems and others have selected Choice as their preferred global provider of outsourced logistics. To learn more about Choice Logistics, visit www.choicelogistics.com; call (800) 593-2108, or e-mail [email protected] .