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HCL helps a leading 3PL Company drive business through Integrated Service Delivery

Published Date: 
Oct 19, 2011

BACKGROUND

  • Our client is a global logistics company providing solutions in freight management, transportation and distribution management, and contract logistics. It runs a global network and employs around 50,000 people
  • It faced daunting challenges in a volatile business environment in which technology had become an extremely important component to enhance end-user experience and profitability. Hence it partnered with HCL to achieve these goals. And in a company that is new to outsourcing, this meant a complete transformation - in culture and in strategic planning


CHALLENGES/ OBJECTIVES

The crucial focus area was to align Business with IT, specifically to enhance business operations which would help improve customer satisfaction, and in turn increase

  • Application Management: 165+ applications covering Freight Management, Warehouse Management and Transportation Management
  • Infrastructure & Service Desk Management: Support DCs in the USA, Western Europe and Far East
  • Business Operations Management: Customer Service (Track & Trace, Milestone Updates, Reporting, Data Entry, Pick Up & HAWB processing), Rating & Billing, AR Analysis, Tariff Administration


And this was spread across multiple geographies, functions and levels.

THE SOLUTION

Integrated Service Delivery - HCL worked with the company to support the three pillars of its outsourcing needs – Applications, Infrastructure and Operations. Our solution was based on an in-depth understanding of their business and the expertise acquired in the logistics domain. The strategy we adopted focused on Business Benefits Realization.

The solution included:

  • 24 X 7 support for over 160 applications across the globe
  • 7 distinct tracks - EDI, AS 400, Oracle apps, Custom apps, EAI, Infra and Service Desk
  • Successful transition using HCL’s recognized ASSeT framework, and achieved 100% AQI
  • Creations of 500+ documents and 30+ technical/functional flow diagrams
  • Automated workflow model for visibility in business processes
  • Comprehensive change management
  • Standardized support processes (ITIL) defined and set up for steady state
  • Value Portal and Customer Portal set up – (Apps + Infra + Ops) Integrated Dashboard for entire engagement
  • Creation of a shared service centre – Consolidation of activities performed across 58 stations into three delivery locations in India
  • Clear segregation of activities into front office & back office for each business process
  • As part of the solution to the customer, our aim is to improve key business metrics through integration of services
    • HAWB processing cycle-time reduction
    • Reduction in ship to invoice & invoice to pay cycle-time
    • Reduction in DSO
    • Reduction in per consignment cost of tracking & move towards zero noise shipments


RESULTS/ BENEFITS

As this relationship enters its third year, the engagement has transformed to provide:

  • Extensive cost savings, operational excellence and improved end-user experience
  • Over €4 Mn in annual savings and 28% reduction in resources, in the very first year
  • Grown into a strong partnership, where HCL executives are deeply involved in strategic initiatives, and innovation in technological initiatives for the client


SNAPSHOT

  • Service Areas: Integrated Service Delivery, Application Support, Maintenance& Enhancement; Product Support & Development
  • Technologies: Hybrid tech stack - Jcaps, eGate, TIBCO, RPG CL, RPG ILe, Synon, GIS, Gentran, Oracle apps, .Net, Java, Filenet, Informatica, Foxpro, VB, Webfocus and Sharepoint, Technology - Database (SQL, Oracle), Server (Windows, Unix), Network, Exchange, Citrix, Backup, Storage
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HCL Technologies Ltd. will treat any information you submit with us as private and confidential. We will not share your personal information with any third party, except where disclosure is made at your request or with your consent or where required by law. Please read our Privacy statement for additional information.