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Client: Telecommunications Hardware and Service Provider (THSP)
When world travelers need a cell phone, blackberry or portable GPS unit that will work abroad, chances are it will be acquired from our client, a United Kingdom based company specializing in this unique offering. THSP offers mobile rental solutions, including wireless phones and data products, pre-programmed for use in over 140 countries on 300 networks.
Business Goal: Quality, Time Sensitive Order Fulfillment
While this service is structured in a straight-forward manner, the logistics of getting the right cell phone, to the right customer, at the right time, can be daunting. There are some 15-20 different phone types to be dispatched depending on the customer’s travel destinations, and each comes with multiple accessories. Compounding the complexity of the process is THSP's dramatic growth. Since 2001, the company has seen its daily volume rise from 80 orders a day to approximately 600 orders currently. Its measuring stick of customer satisfaction is precision, on-time fulfillment.
Solution: Outsourced Fulfillment Expert with Advanced Systems
For the past 5 years, THSP has partnered with EchoData to simplify its complex fulfillment process, establishing a seamless, electronic system that increases productivity while keeping staffing needs down. The foundation of EchoData’s solution is its expert staff, quality facilities, and advanced technology.
At its East Coast fulfillment center, EchoData manages the client’s complex order process through multiple databases, its Manage 2000 enterprise resource planning system, and its eLink customer web portal. After orders are processed on EchoData’s automated systems, all items are then carefully packed and shipped through the help of a dedicated team of employees with proven knowledge of THSP’s products and services. All phones and accessories are returned to EchoData where they are quality checked, recharged, cleaned and readied for follow-on use. And through eLink, the client can check on order status 24 hours a day online, and determine if anything needs extra attention.
Unique Challenges: Complex Logistics Made Easy
To make the ordering process seamless and easy for THSP’s customers, while also enabling key features such as call forwarding to the travel phone, EchoData must manage and process a complex flow of information. In the United States, the client’s service is available to 18 million subscribers of its partner - a leading telecommunications company.
Part of EchoData’s challenge is to make certain all the necessary data required by the partner is recorded before a phone is selected and shipped. To offer travel customers call forwarding to their travel phone, THSP’s partner needs the cell number, access codes, and personal mailbox numbers from bar codes on the phone. EchoData’s automated systems ensure that all critical information is present on every order.
Results: Consistent Customer Satisfaction, Improved Efficiency
“EchoData’s technological leadership demonstrated by its integrated fulfillment system sold us,” notes the client’s operations director.. “We have a sophisticated resource right at our fingertips. We now see improved operational efficiency everywhere we look. EchoData has listened to our needs and responded with creative, practical solutions. That’s real service and it’s the kind of service we want for our customers.”
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