Executive Briefings

Optimizing SLA Adherence While Substantially Reducing Shipping Costs

Challenge: A leading network storage equipment provider with client service contracts with SLA within 4 or 8 hours, requiring expensive Same Business Day ("SBD") shipping methods.

Solution: Applied Analytics: OnProcess did an analysis of fulfillment methods and installation times for all contracted services. Findings included: Parts were shipped SBD even when service issue was not critical. SBD also requires a replenishment shipment from a central depot; Service parts shipped by SBD were often not used for many days.

Results: By applying a proactive questioning script into the service part request call, OnProcess was able to use lower-cost shipping methods for a substantial cohort of calls where the part in question would not be installed within the SLA. Result, a cumulative annual savings estimated at over $3.3 Million with no adverse impact on service.

About the Solution Provider: OnProcess Technology helps its client companies better understand, operate and manage their after-sale service operations and related customer experiences. Unlike point solutions which address symptoms or component problems, our comprehensive approach, combining people, process and technology, enables us to fully diagnose, address and solve our clients' service supply chain challenges.

Web: www.onprocess.com

Email: sales@onprocess.com

Phone: 508-520.2711

Solution: Applied Analytics: OnProcess did an analysis of fulfillment methods and installation times for all contracted services. Findings included: Parts were shipped SBD even when service issue was not critical. SBD also requires a replenishment shipment from a central depot; Service parts shipped by SBD were often not used for many days.

Results: By applying a proactive questioning script into the service part request call, OnProcess was able to use lower-cost shipping methods for a substantial cohort of calls where the part in question would not be installed within the SLA. Result, a cumulative annual savings estimated at over $3.3 Million with no adverse impact on service.

About the Solution Provider: OnProcess Technology helps its client companies better understand, operate and manage their after-sale service operations and related customer experiences. Unlike point solutions which address symptoms or component problems, our comprehensive approach, combining people, process and technology, enables us to fully diagnose, address and solve our clients' service supply chain challenges.

Web: www.onprocess.com

Email: sales@onprocess.com

Phone: 508-520.2711