The Client:
This is a global technology leader in the design, manufacture and customer support of premium light, medium and heavy-duty trucks. Customers worldwide rely on their products and services through an extensive network of nearly 1,800 dealer locations in more than 100 countries – in addition to aftermarket support via a large network of parts distribution centers.
The Business Challenge:
This client has an ongoing corporate initiative to consolidate and streamline operations and purchasing by partnering with key suppliers – all with a goal to ultimately improve products, services and bottom line.
Across all corporate entities, the client was contracting with numerous marketing resource providers for printing, mailing, data services and fulfillment – but saw little success in using technology to improve processes. They were also frustrated by the inability to establish best practices and consistent standards for service and quality. The client was seeking a partner with the physical production resources they demanded, but also the technological wherewithal to deliver continuity and efficiencies to achieve their corporate initiative.
The Solution:
In pursuit of a single partnership to meet their needs, the client embarked on an 18-month RFP and interview process. The proposal by DirectConnectGroup was one of many submitted for review.
The proposal was built on using technology that could be deployed across all divisions. The idea was built on pulling together resources needed by each company and division to produce and distribute marketing and administrative materials for the client and for their distributor base.
Our proprietary Web-based fulfillment system was able to deliver the automation and continuity demanded by the client, with on-line order processing, order tracking/logistics, inventory management, reporting and user management.
DCG proposed bringing all major divisions and companies onto a common platform and relocating all marketing and administrative materials into its Central and West locations within 60 days.
After reviewing all the competitive RFPs, the client unanimously selected DCG’s proposal above all others.
Results for Client:
- Simplified operations and provided consistency due to a common platform.
- Cost savings between 40-50% in storage costs by consolidating material into DCG facilities.
- Improved service level of delivery by consolidating order processing (95% same day turnaround and all orders turned by next day). This also reduces the number of rush orders previously caused by inconsistency in services.
- Improved service and real-time information with online access to order and shipment tracking. This also reduces costs by eliminating the need for customers to call in to track down packages.
- Optimized print buying with online reporting that enables marketing and purchasing to track historical data on material usage.
Value Delivered:
- Focus on Goals. Our team invested time to understand the client’s goals and objectives – so both the client and our team could measure progress and implement changes to improve the program.
- Leverage Technology. DCG fulfillment technology streamlined the order process and tracking. Online real-time reporting enabled significant improvement to inventory management.
- Offer Multiple Services. Beyond fulfillment, we provided the client with a multitude of integrated services to streamline production, allowing for quick reaction to competitive pressures.
- Enhance Service Levels. By providing custom services for timely delivery of materials, our client reduces rush orders – which decreases program cost.
- Make Quality Consistent. As a full-service supplier, we adhere to consistent quality standards for all the client’s marketing materials and we maintain brand integrity for each of their different companies and divisions.
