It is always difficult to get full transparency over the whole supply chain, especially when it involves a multitude of partners across various countries.
When confronted with customer claims regarding delays in the delivery of shipments, Asendia uses Kizy to quickly set up quality tests, identify the causes and deliver a high-quality customer service.
When it comes to delivery issues, « I don’t know » cannot be the answer
Barbara Willimann, Quality Manager at Asendia, found herself in an uncomfortable situation. When her clients complained about delivery issues, she was usually unable to give them a satisfactory answer within a short time.
Asendia does not operate its own transportation fleet, nor its own distribution network. To provide its service, Asendia partners with major transport companies and postal organizations for last mile delivery. As this network involves multiple interfaces, Asendia can only follow its shipments until they reach the destination country by analyzing available information generated when mail bags are scanned. The investigations could take up to 2 weeks for incomplete information and does not provide any information on what is actually going on during the last mile delivery.
The results: Frustrated customers, loss of confidence and endless discussions about responsibilities.
Asendia is one of the world’s top three international mail, shipping and distribution organizations, delivering your packages, parcels and documents to more than 200 destinations across the globe.
Formed as a partnership between La Poste and Swiss Post in 2012, the Asendia business employs more than 1,000 people worldwide, has offices in 15 countries and a global network of delivery partners to get your package where it needs to be, when it needs to get there.
An urgent need for objective data
In case of difficulties that require a deeper knowledge in the logistics process, Barbara needs to get complete transparency over the whole supply chain, from shipper to consignee. Her goal is to find out if there are problems in the delivery chain and what the causes are.
Together with the local sales organization in the requesting country, her central quality team defines a test plan using Kizy. Barbara’s team in Bern (Switzerland) prepares global response envelopes containing a K-1 GSM tracker and sends them together with the shipments to investigate how the delivery process actually works. Once the shipment has arrived at the final address, the receiver sends the tracker back by simply dropping the global response envelope in any postbox.
“We chose Kizy to monitor our logistics network and improve our supply chain. It enables us to set up quality tests quickly, the pay-per-use pricing model is flexible and the overall solution very cost-effective. Thanks to their small size, the trackers can be returned easily using a global response envelope, which is a great advantage compared to other solutions we evaluated.”Barbara Willimann
Asendia offers a first class service to its customers
The detailed data provided by Kizy enables Barbara to discover where the delays occurred, who was in charge at this moment and what potential points for process optimization exist.
« The market is highly competitive, with a strong pressure on costs. Being able to show our customers that we really care about their complaints and do the extra-mile to provide detailed insights proved to be extremely valuable for them.» adds Barbara.
The customers react positively when seeing that Asendia puts in place a valuable investigation to follow up on reclamations. The return rate of the trackers is surprisingly high, with >95% of them being sent back by the receiver after the tests.
After the first 3 months, Asendia evaluated the success of its initiative: the handling time for customer complaints is reduced by more than 60% as all necessary information is directly available. Quality tests can be set-up in a few days and first live data is already available during the actual transport.
Return rate of trackers used for the quality tests
Shorter handling time for customer complaints