Delivering Intelligent Fulfillment > BridgeSGI.com
KEYBENEFITS
CASE STUDY - WMS SUPPORT
SOLUTION
SERVICES
Scalable WMS Production SupportFasterresolutionofbusinesscriticalissues,especiallyduringpeakseason
• Fasterresolutionofproductionissues
• Betteranalysisandfasteridentificationoftickettrends
• Easytoscaleupsupportduringpeakseason
• Freesupin-housedevelopmentresourcestoworkonnewinitiativesratherthansupportingproduction
chool Specialtyprovidesover110,000educationalproductsfromthemost
trustedbrandsnationwide,includingCrayola,3M,Elmer’sandtheirownproprietarybrandssuchasChildcraft,Sax,EPS,Califone,andFrey,amongothers.
TheyprovideinnovativeproductsandprogramstotheEducationalMarketplace,servicingtheneedsofteachersandschoolstoensurestudentsofallagesreceivethescholasticsupporttheyneedtoadvancetheirlearningandreachtheirfullpotential.Supportingtheshipmentofinventory
• IBMSterlingWarehouseManagementSystem
• ManagedApplicationServices
S
“SinceBridgeSolutionsGrouptookoverourWMSsupport,we’vereducedourticketresolutiontimesignificantly,especiallyonseverityonetickets.Theirresponsetimeisgreat.”
ScotMoats,DirectorofClientServices,SchoolSpecialty
2Case Study: Scalable WMS Production Support
thatvariessogreatlyinsize,weightandvolumeiscomplex,andwhen75%ofyourannualvolumehastobeshippedinthe13-1/2weeksbetweenJune1st andLaborDay,delaysarecostly.
Inearly2015,SchoolSpecialtyselectedBridgeSolutionsGrouptomanagetheirproductionsupport,andnotjustfortheirWarehouseManagementSystem(WMS).
WhileBridgeSolutionsGrouphadprovidedconsultingservicestoSchoolSpecialtyfortheprevious5yearsonprojectsthatincludedsystemconfigurations,andaddingandcombiningwarehouses,theyalsohadexpertiseintroubleshootingsupportissueswithrelatedproductsandvendors.
Thisincludesmaterialhandlingequipment,picktolightsolutions,printers,andthirdpartypackingsystem.
OutsourcedsupportenablesSchoolSpecialtytobettermanagethehugeshiftinvolumebetweentheiroff-seasonandpeakseason.Howbig?
Intheoff-seasonitonlytakes275distributioncenterworkerstomanageSchoolSpecialty’sfulfillment.TheirsupportticketvolumefortheirSterlingWMS(whichrunsin3ofthe4DCs)islow.Butassummerapproaches,thenumberofDCworkersexplodesto1600ormore,andticketvolumerisesdramatically.
Duringpeakseason,theDCsonSterlingWMSshipupto125,000linesperday.Delaysarenotanoption.Butwithsomanytemporaryworkers,mistakeshappen.The
ThefigurebelowisanexampleofaBusinessProcessIncidentAnalysisreport.
3Case Study: Scalable WMS Production Support
keyistoidentifyerrorsandticketpatternsearly,sothecausecanbeaddressedandtheissueresolvedquickly.
Inoneinstance,ausermadeanerrorwhenconfiguringanewaccountwhichrestrictedshipmentsfrombeingreleasedandprocessed.
DuringBridgeSolutionsGroup’sweeklyticketanalysis,aprocessspecificallydesignedtoidentifytickettrendsanddeducetherootcauseofanyissues,BridgeSolutionsGroupdeterminedthatallshipmentwavesgettingstuckincludedacommoncustomer.
Shipments41.24%
Print15.77%
Waves12.26%
Receipt9.43%
RFDevices7.55%
Manifest3.10%
Reporting2.56%
UserAccess2.43%
Packing2.29% Picking
2.02%
Putaway0.81%
SystemRestart0.40%
Replenishment0.13%
Shipments
Waves
Receipt
RFDevices
Manifest
Reporting
UserAccess
Packing
Picking
Putaway
SystemRestart
Replenishment
Business Process Incident Analysis
Delivering Intelligent Fulfillment
Headquarters,NewJersey,[email protected]:+1.877.245.4347Fax:+1.877.245.4348
Bangalore,[email protected]:+919986-BRIDGEFax:+918049619831
Toronto,CanadaMain:+1.604.901.8384Fax:+1.604.901.8385
London,[email protected]:+442033188090
Medellin,[email protected]:+57(4)6052513Fax:+5746044731
©2016BridgeSolutionsGroup
Furtherinvestigationrevealedaconfigurationissuewiththatcustomer.Oncethecoreproblemwasidentified,itwasfixedwithinminutes.
Byoutsourcingsupport,SchoolSpecialtyisabletoscaletheirsupportcoststomatchtheirvolume,andidentifytherootcauseofissuessothatrepeatincidentscanbeavoided.Italsofreesuptheirin-housedevelopmentresourcestoworkonotherprojectsandenhancements.
“SinceBridgeSolutionsGrouptookoverourWMSsupport,we’vereducedourticketresolutiontimesignificantly,especiallyonseverityonetickets.Theirresponsetimeisgreat”saidScotMoats,DirectorofClientServices,SchoolSpecialty.
Case Study: Scalable WMS Production Support 4
How can we help you?Todiscusshowwecanhelpwithyourproductionsupport,pleasecontactus:
[email protected]+1.877.245.4347
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