Payment Processing Case Study (MRO Industry)
A leading provider in the MRO (Maintenance, Repair and Operations) industry had a problem with overcharging on invoices they were receiving from the 125 local delivery companies serving their branch locations. The local branches struggled with weekly invoices that had consistent overbilling, were difficult to audit and had no reporting or general ledger mapping. At the corporate level, there was no visibility into local delivery costs, no standardized pricing and little control over spiraling assessorial charges.
The situation dramatically improved when the decision was made to outsource local delivery to Ensenda nationwide. Using our technology platform, we put all 125 carriers under Ensenda’s umbrella. The result was a single weekly invoice (instead of 125), an elimination of assessorial charges and the creation of corporate control over a critical element of the supply chain. Ensenda has since expanded with this customer to add on additional services through the carrier network including same day delivery, will call and distribution services.
Auto Parts Supplier Turns to Ensenda for Reliable, Cost-Effective Store Replenishment
One of the largest suppliers of auto parts in the US had a problem with store replenishment in its suburban and rural stores. Replenishment by shipping individual packages via national small parcel providers proved to be very expensive due to the heavy weights and the cost of packaging. They also attempted to use company owned vehicles to do the daily distributions which proved cost prohibitive outside dense urban markets. The auto supplier needed to provide daily replenishment runs to all stores to prevent lost sales from being out of stock, but they also needed a cost effective replenishment model to prevent margin erosion. That’s when they turned to Ensenda.
Ensenda carriers eliminated the need to package the products for replenishment runs and also lowered the cost of delivery relative to a dedicated fleet by comingling the auto supplier deliveries with other Ensenda deliveries in the suburban and rural area. The result is a reliable, cost effective method for handling store replenishment. Ensenda further demonstrated the flexibility of its network by offering scanning, weekend service and reverse logistics to each of the stores we serve.
Ensenda is a leader in serving the auto parts industry and in providing store replenishment services to a variety of retailers. See the contact us page to contact Ensenda about meeting your needs.
Creating a Great Customer Experience While Reducing Cost
One of our customers receives several thousand contacts to their call centers via phone and email every month. Prior to Ensenda their call center agents had a difficult time keeping up with changes in their local delivery network as new carriers, new delivery programs and new territories were added or removed. Coordination between the call center and distribution operations teams was challenging and as a result call center contacts were not being fully leveraged to improve operational processes.
Part of their program solution was to include our customer support operations. By utilizing our customer support group our customer immediately had a single point of contact to manage issue resolution across a network of dozens of carriers. Because we focus solely on the delivery network, we were able to help our client reduce call handle times by eliminating the inherent complexity and taking on the entire resolution and follow-up work process. In addition, we partnered with our client to identify and control non-value added processes internal to their organization and across the supply chain. As a result we achieved a 50% overall decrease in phone and email traffic.
Ensenda call center operations are focused on the delivery network and a singular mission – to develop the best customer experience in the managed transportation industry. Our call center enhances logistical coordination to improve customer satisfaction and reduce cost by acting as a centralized point of contact and by leveraging customer interactions to drive high quality delivery operations.