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

Published Date: 
Oct 19, 2011


  • 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


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.


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


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


  • 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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