Real-time Freight Visibility Key to Customer Satisfaction
Customer Company Size
Large Corporate
Region
- America
Country
- United States
- Mexico
Product
- Descartes MacroPoint
- SAP Transportation Management (TM)
Tech Stack
- Real-time Freight Visibility
- Automated Updates
- Integration with SAP TM
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
- Productivity Improvements
Technology Category
- Functional Applications - Fleet Management Systems (FMS)
- Analytics & Modeling - Real Time Analytics
- Functional Applications - Remote Monitoring & Control Systems
Applicable Functions
- Logistics & Transportation
- Warehouse & Inventory Management
Use Cases
- Fleet Management
- Real-Time Location System (RTLS)
- Supply Chain Visibility
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Steelcase Inc. is a leading supplier of architecture, furniture, and technology products and services. With a comprehensive portfolio, Steelcase has been helping create great experiences for the world’s leading organizations for more than 105 years. The company is globally accessible through a network of channels, including over 800 Steelcase dealer locations. Steelcase operates five manufacturing facilities, five factory distribution centers (FDCs), and six regional distribution centers (RDCs) across the U.S. and Mexico. The company also manages a dedicated fleet capacity and more than 60 specialized common carrier partners in-house via SAP Transportation Management (TM).
The Challenge
With a complex distribution and logistics network across the U.S. and Mexico, Steelcase was experiencing issues with transportation disruptions with its logistics network. The company’s homegrown manual processes and reliance on carriers for status updates were leading to inefficiencies, late shipments, costly chargebacks and compromised customer service. Driven by the goal of accelerating response time to improve the customer experience, Steelcase sought a real-time freight visibility solution to increase the efficiency, speed and ease of communications between the multiple participants in its logistics network.
The Solution
Steelcase implemented Descartes MacroPoint, a real-time freight visibility solution, to enhance shipment visibility across its U.S. distribution network. Fully integrated with SAP Transportation Management (TM), Descartes MacroPoint increased critical tracking efficiency, heightened productivity, and strengthened customer service with real-time updates and faster response times. The solution allows Steelcase to track loads in real-time to improve on-time deliveries, hasten response times, and strengthen customer service by keeping customers up-to-date on any changes in shipment status. With early notification of shipment status via Descartes MacroPoint, Steelcase has the ability to alter delivery schedules based on truck locations and ETAs, ensuring smooth operations without disruptions to the customer.
Operational Impact
Quantitative Benefit
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