Printing

Service Parts

01 / Challenge

Covid-19 broke out in China and within a few weeks, it had spread to the EU and then to the US. We started receiving signals from our WH in US east coast about difficulties with supporting the service we provide our clients at this stock location. A small WH with a limited number of employees, they face challenges when a few people had to go into isolation following exposure to a verified COVID patient. In addition, courier pickups were cancelled. The bottom line – we could not promise to fulfill the support according to our SLA.

02 / Process

Recognizing there is an issue that might carry on for a few weeks or longer:

• We escalated the communication with the WH and shared our concerns with top management in order to verify that there indeed is a risk.
• We mapped the clients we serve from this location and looked for a replacement solution for each client.
• We contacted our clients to let them know the risk and offer them the alternative solutions
• For clients that chose to move on and activate a replacement solution, we prepared a detailed activation plan.
• Activation of the plan: Set up a new stock location at second distanced site (in some case two sites) and move the client’s high running items to the alternative location.
• Support sales orders & RMA call of our client from two stock locations according to availability of stock, WH staff etc.

03 / Results

• We moved the items and made sure they will be inbounded fast at the new site location.
• Within one week – the new operation was up and running and orders were shipped from both locations (Chicago and Texas in addition to NJ) according to availability of stock and manpower.

For our clients, the solution was transparent. We manage their orders on the Logivice system. They enter the order in the same way, the system picks from which WH to send the items, and the orders are transmitted to both WH locations automatically.