Interview with Bharat Sharma, ANZ Logistics Analyst for Lenovo Infrastructure Solutions Group
BACKGROUND
Bharat is an experienced logistics analyst working for Lenovo Infrastructure Solutions Group (ISG). With strict Service Level Agreements (SLAs) Lenovo ISG faced difficulties finding the right solution to meet the need for standard carrier services in fast-paced evolving supply chain.
Lenovo ISG reached out to Droppoint to find a bespoke solution that supported their strict SLAs ,ensuring smooth and timely delivery of solutions to customers and technicians across the country, with the requirement to meet next day delivery for regional and remote customers.
Prior to implementing a Droppoint solution, Lenovo had difficulty meeting its SLAs due to the inconsistent deliveries by carrier services and existing systems designed for B2C deliveries. They needed the flexibility that traditional carriers struggle to offer.
CHALLENGE #1
Meeting difficult regional SLAs
Lenovo’s SLA levels include:
2 hours (metro)
4 hours (metro)
Same Business Day (metro standard)Next Business Day (regional standard)Within 3 Business Days (international)
The ISG team is required to log all new jobs and orders by 4:00 pm meaning that manifests are not created until after 4:00 pm – adding an additional challenge to getting parts across a country as large as Australia for next day.
SOLUTION #1
Droppoint PUDO Network
For Droppoints implementation the biggest challenge was the Next Business Day SLA for regional locations. Using Droppoints existing PUDO network for metro meant that was a simple process to roll out the solution, except the complexities in meeting strict Next Business Day (NBD)requirements.
Droppoint implemented a bespoke regional solution which involved working directly with regional logistics and transport providers to meet the strict and varying regional SLAs for Lenovo ISG.
The NBD deliveries required a pre-noon delivery time. It had proved challenging for Lenovo ISG to find suitable carriers and delivery service partners who could meet the requirements and work withinISG’s rates. The bespoke regional solution implemented by Droppoint proved to be the answer. The logistics team of Lenovo ISG in the Asia-Pacific has used the AU ISG Droppoint, ‘Next Business Day,Early’ solution as an example of what they want to achieve in other markets. It has set the standard for the region.
I was a very persistent customer as I needed to confirm that the requirements would be met, like our Next Business Day SLA before noon. We pay a premium, but this is worthwhile as we have reduced major misses with proactive milestone updates and are meeting our targets better week on week
- Bharat Sharma, Lenovo ISG.
CHALLENGE #2
A better returns process to maximise reverse logistics potential
Before implementing a solution with Droppoint, Lenovo ISG received many customers complaints about the complexity of the returns process. They hadn't focussed on reverse logistics pathways but with expensive parts on the line, getting them back from the customer was absolutely necessary.
The earlier process required the clients to complete a lengthy, time-consuming 5-page process flow to initiate a return. This caused frustration and dissatisfaction among the customers.
SOLUTION #2
A custom returns process to support customers
Droppoint, in conjunction with Lenovo ISG has created a customised automated returns process to improve the customer experience. The aim was to make a B2B product return process as seamless as in a B2C process with the customer at the heart of the design.
To achieve this, Droppoint created a QR code linked to a simple form that the customers use to initiate a quick return. Additionally, the system automatically arranges the most appropriate carrier to collect the item depending on the customer’s requirements.
All the return details are automatically sent to Lenovo ISG via the Droppoint Material Orchestration System (MOS) providing the team complete visibility over customers’ returns through the network.
Our customers have shown engagement with the new process which has improved the experience and satisfaction level. This is a stark contrast to the previous feedback we received regarding the complexity of our process
- Bharat Sharma, Lenovo ISG
SUMMARY
Working with Droppoint has been a great experience, The team has always delivered on the requirements we give them. They come back with solutions that just work. I think that’s because they have more flexibility as a boutique business. This proved that they’re the right partners with reliable, secure and cost-effective services.
