On time order processing and delivery management across NA region for an upscale Retail chain to bring efficiency through warehouse management system and support
EMT SCM consulted and managed a leading upscale retail chains warehouse management system from migrating to latest system and technology their by ensuring on time order processing and timely delivery
About Customer
Our client is a globally recognized top 10 brick & Mortar retail chain in NA and EU region for upscale market. They sell premium product and services through Stores and B2B, B2C channel across region. With wide spread of 1200 stores across globe and aspirational to grow in APAC region too, the customer goal as aspiration is always in line with latest technology to get aligned on warehouse management and supply chain update.
Their specialised premium product and services keeps on top in the market and always drive the best of the values to the customer in retail chain space.
The Challenge
Outdated Retail warehouse management system and live support that needed post pandemic period ensure customer gets the products and services on time without any challenge. During Covid 19, there were challenge of delivering the orders and challenges in meeting stock to Shipping, tracking and tracing, customer outbound update difficulties leading to customer dissatisfaction and delivery commitments.
Our client faced significant hurdles in its supply chain management, primarily delays in managing the order surge and dealing with freight management org. Further, there were recurring errors in providing the correct packing, loading and routing, leading to customer dissatisfaction and delivery delay complaints. The company also struggled with inadequate backup plans and inefficient compliance management system
The Objective
Ensure best in class warehouse management and inventory management and delivery system tracking even at last mile.
Faced with these challenges, our client’s objective with EMT SCM is focused to meet customer satisfaction and delivery, Inventory management at robust level: ensure seamless business continuity amid the disruptions caused by Covid-19 With a focus on efficiency and resilience, they set out to streamline supply chain processes, efficient warehouse management system migration to adapt to new technology is paramount to be topper in the retail chain world.
The Solution
Process streamlining, Up to date system adaptions, live data -Order monitoring in line with Warehouse management, Support to customer update through Micro services.
To tackle these tasks aggressively-on, we implemented fitted way out to boost our client’s supply chain management, warehouse management process and last mile delivery tracking approach. We consulted to move from older version of warehouse management system to newer enhanced system and brought in micro services to keep customer and other stakeholders to get update on timely fashion in fraction of time with standardized processes and made improvements implemented an internal robust track and trace system and supported by 60+ FTE worked on round the clock, follow the sun approach for NA, LATAM and EU region and governance mechanism of live dashboard approach, introduced cross-functional training programs for resource redundancy. Created a clear supply chain and WMS visibility at all level to ensure customer delight as core theme.
Services offered to the client included:
- Delivery tracking and update notification: Creating OBDs, checking order status and regional hub shipment release
- Invoice: Crafting invoices automatically with delivery instruction of the customer choice, on time assurance
- First point to last mile delivery update: Handling and updating every delivery traction at every stages with robust Micro Services mechanism
- Inventory Management: Ensuring Dynamic inventory and EOQ approach to meet the demand pattern
- Reporting: Generating live dashboards and reports to customer and stakeholders at defined interval lively.
The Impact
99.9% SLA achievement, 100% all orders are met on time per customer need. Focused continues improvement suggestions and eliminated reduction in delay of delivery to customer
Our solution had a significant positive impact on the client’s SCM and warehouse management. Since inception, we achieved a remarkable 99.8% SLA for all KPI metrics across all lines of business and a 99.9% on time delivery, which reduced manual errors and improved efficiency. Our team suggested over 300 Hrs of consulting effort and 645 FTE of on track monitoring to ensure customer objective.
- Process modernization and harmonization across hubs in warehouse systems
- 30% efficiency through Microservices deployment and noteworthy resource support from offshore.
- Efficient inventory control and zero out stock situation scenario.
- Increased visibility of 100K orders per month and live updates.
For Retail companies seeking reliable supply chain solutions, our case study stands as a testament to the power of strategic SCM optimization, Inventory, Warehouse management, and unwavering focus on customer needs, resulting in unparalleled service delivery and client satisfaction.
