Case study

Revolutionizing Operations with Phoenix’s Web-Based Solutions

In a world of evolving business needs, streamlined operations are the backbone of efficiency. This efficiency is not just operational, but also temporal. Time-efficient processes reduce TATs and subsequently aid in significantly optimizing operations that save costs and drive value up.

This case study explores two states of affair where Phoenix’s innovative web-based solutions transformed some of the most intricate processes for our customers, saving time and enhancing collaboration for streamlined and efficient B2B operations.

The First Affair : Order Tracking Simplified

The Challenge :

The client had been facing immense efficiency-related challenges to manually obtaining order statuses and updating process tracking metrics.
It was hard to keep up with the high volume of emails, and it is very time-consuming checking status in systems and replying to the vendor and other users via email.

Phoenix’s Solution :

Phoenix was tasked with finding a solution, develop the solution, and implement it for the client. Phoenix identified the following features such an order tracking system should have:

It should be web-based to enable anyone to track an order from anywhere.
Data should be real-time and open to enable users to track the status of any order based on the order ID.
The tracker should be easy to understand and intuitive to use for anyone visiting the URL.

Web-Based Order Tracker :

The web-based order tracker, once implemented, empowered customers to self-engage and check order status independently. Democratized data access for personnel made it easy to access order data without having to rely on slower channels such as emails, phone calls, etc., thereby reducing reliance on such traditional communication methods.

The Impact :

The implementation of a web-based order tracker has drastically reduced the load on the various mechanisms that were in place to cater to order tracking queries. As more users resorted to the faster, more efficient method of order tracking, each page view on the tracker saved approximately 30 minutes, more than 150 hours a month.
The success of the tracking system also helped save thousands of working hours spent behind order tracking when the process now happens within minutes.

The Second Affair: Effortless Hold Resolution

Another instance of a challenge of inefficiency turned up with resolving holds. Holds are events when a shipment is set to be delayed due to a known/unknown cause and is kept in the inventory/warehouse until a resolution/decision to release for further shipment steps is obtained on the product.

The Challenge :

One of the shipment partners of a Phoenix’s client company faced challenging hold resolutions. Decentralized communication led to mass emails and inefficiencies in resolving holds. Phoenix identified the key challenges as follows:

Supplier sends one mass email to dozens of potentially responsible persons for every single (1) order on Hold.
Holds were assigned/reassigned after a notification of hold was received.
With over 50 different combinations of causes and hold types, it s easy to imagine how difficult it is to manage, and resolve holds effectively.
Users manually count emails in their inbox to report holds resolved.

Phoenix’s Solution:
Phoenix identified the solution to be implemented based upon the following agreed upon features:

Users would be given a web-based hold resolver tool. This tool would enable real-time self-engagement for personnel on hold resolutions. The tool centralizes communications and automatically assign the hold to best suited personnel. Personalized Hold reporting page allows users to filter and track their Holds and automates reporting work to stakeholders and management.

Results:

The implementation of the hold-resolution tool found quick success and users started utilizing the faster TATs and the ability to take quick decisions to keep the supply chain running smooth.

The Impact*

Saves time generating reports, with dynamic visuals to aid tracking trends and highlight bottlenecks. 633 holds resolved in the past 30 days. People have resolved holds averaging 30/day based on a 22-day working month. Now reporting 1.5 days average Turnaround Time (TAT) to resolve holds at the warehouse.

Conclusion:

Phoenix’s transformative solutions have not only addressed operational challenges but have become integral to enhancing productivity and collaboration. The numbers speak volumes, showcasing tangible time savings and operational efficiencies that make Phoenix’s web-based tools a game-changer.

*All numbers are based upon the latest data when this case study was written.