Innovative modernization of a multichannel logistics site
Arvato is the ideal partner under difficult conditions
After the insolvency of its long-time partner ComBase, Telefónica Germany was looking for a new partner to handle its forward and reverse logistics at its existing site at Karlstein (near Frankfurt). The requirements: no interruption of operations, no disruption of day-to-day business and no sensitive changes in personnel structure.The site takeover became the story of a turnaround: As regular opera- tions continued, Arvato was able – thanks to new technology, streamlined processes and customized IT solutions – to optimize warehouse processes and the flow of goods on a sustained basis, thereby securing the long-term competitive position of this site for Telefónica Germany. The result: a state-of-the-art site that is now exclusively the company’s logistics center for all relevant B2B and B2C channels!
the need foradditional transparency and efficiency
the logjam experienced in recent investment activity meant that the site required modernization. Accordingly, it was important not only to be able to ship up to 12,000 packages per day (mobile telephones, netbooks, smartphones, routers, point-of-sale materials, etc.) to end customers and to serve more than 950 O2 shops and service partners.
While implementing the highest safety standards and cutting-edge safety systems, the principle of "goods to customer" - the four-step order-picking process- was replaced by a one-step technique. This made it possible to lower error rates, process orders more quickly and substantially increase productivity. Crucial to these efforts was a holistic approach that was indispensable for optimizing all aspects of the supply chain. Both forward and reverse logistics were transferred to an SAP platform developed in-house. With the help of a newly created Web portal that is linked to the SAP platform, Telefónica Germany dealers and call centers are now able to provide notification of repair orders directly, efficiently and cost-effectively. Thanks to the highly inte- grated end-to-end solution, processes have not only been streamlined, but they are also safer and more transparent for all concerned. With the artis transport informa- tion system, developed by Arvato, Telefónica Germany can now access the best possible appropriate transport solution.
The results speak for themselves!
During the first year of cooperation with Arvato, Telefónica Germany had already begun to reap the benefits of modernization and restructuring: processes have become considerably more productive and transparent. Customer inquiries and orders can now be handled more quickly and appropriately, leading to greater customer satisfaction. Thanks to Arvato’s optimal handling of all B2B and B2C channels, Telefónica Germany has been able to strengthen its market position, also cutting costs throughout its process chain.
The modernization of the site has allowed us to benefit from state-of-the-art, highly efficient infrastructure that provides optimal support for our processes.Oliver Maasberg Manager - Logistics at Telefónica Germany