NEW YORK – June 30, 2010 - Choice Logistics, the global specialist in outsourced mission-critical service parts logistics services, announces continued success from its business process improvement initiatives (BPI) announced in Q4 2009 and Q1 2010. By automating critical business operations, the company has simultaneously increased capacity and efficiency to support clients more effectively than ever before.
Choice has focused its efforts on systems-based tools, including automated call management, escalation routing and work flows, that have resulted in both operational efficiency and performance objective gains. Improved analysis and monitoring, and the use of business intelligence tools, have created additional benefits such as increased customer satisfaction and streamlined internal communications.
"We now have the ability to absorb additional volume and be even more attentive to our clients’ evolving requirements for new services and solutions," said Gary Weiss, executive vice president, global operations for Choice Logistics. "By demonstrating that working smarter, with very targeted processes, we have also fostered a greater sense of empowerment amongst our staff to help our clients succeed."
By developing automation and implementing these tools, Choice has extended the benefits recognized beyond the processes alone. The enhancements free personnel to focus on specific client needs, managing by exception instead of trying to identify what needs attention from large amounts of routine data. This has allowed Choice to lower internal support costs, reallocate staff to areas that warrant additional investment, and reduce headcount: all of which contribute toward the company’s financial performance objectives.
Previously Announced BPI Initiatives:
Choice’s advancement in call management captures data through all phases of client interface, aggregating them in Choice’s enterprise system to be disseminated throughout the organization for immediate access, review and action.
New case management software collects and monitors all client inquiries and requests, as well as the accompanying internal correspondence. This furthers the company’s internal and external communications to facilitate better responsiveness and workflow.
he new workflow management system efficiently controls and manages established business processes, then automatically routes and processes data throughout Choice’s organization, providing process management controls at all stages of execution.
Knowledge management tools aggregate and manage massive amounts of data to effectively service client accounts. Each department maintains its specific data, while the system provides the client-facing Account Services team with quick and efficient enterprise-wide access, without interrupting workflow of other teams.
Choice’s BPI initiatives are expected to provide more savings and productivity improvements throughout the company too. These programs and system enhancements continue to be evaluated and implemented in other areas of the organization for further optimization, offering more value to clients.
About Choice Logistics
Choice Logistics provides highly customized third-party service parts logistics solutions that meet the unique challenges of global high-tech OEMs and service organizations. With 400+ strategic stocking locations (SSLs) around the world, Choice provides 24/7 same-day solutions, and other value-added support options, for improved strategic inventory management. Choice’s focused insight and expertise provides a competitive advantage while keeping costs low and performance high. Companies including Avaya, Cisco, Dell, EMC, Fujitsu and Hitachi Data Systems trust Choice as their service parts logistics partner.