Going that ‘Extra Mile’ in Home Delivery Fulfilment with CEVA Logistics

CEVA Logistics is recognised by its customers for superior supply chain management processes that make their business flow. CEVA employs more than 50,000 people worldwide in more than 1,000 locations, in over 100 countries. For fiscal year 2008, CEVA reported combined revenues of € 6.3 billion.

CEVA Logistics provides home delivery services for a range of products from specialist food and medical supplies to furniture. The company’s customers include manufacturers, major multiples and high street retailers. With a number of regional depots placed strategically across the UK, CEVA provides a nationwide multi-user home delivery network for a growing number of clients.

CEVA Logistics have been providing dedicated home delivery operations to retailers for over 10 years. When CEVA established their shared user operation they turned to Axida to provide the software to support the operation.

“We launched our shared user home delivery service following the acquisition of an existing business. The first job was to implement our preferred Home Delivery System provided by Axida. This gave us the required level of control and consistency across our Home Delivery Operations” explains John Court, Vice President IS&S, Northern Europe.

The shared user “white gloves” operation offers nationwide coverage and CEVA recognise that for this to be successful they need to deliver a good quality service at the right cost.

CEVA have been successfully using the HDi solution for their dedicated Home Delivery Operations so it was a natural progression to implement it into the shared user operation. HDi controls the Home Delivery process from end to end, managing all orders through to completion. If problems do arise the integrated workflow module ensures they are dealt with promptly.

John Court adds: “In the last 6 months we have added 9 clients to the operation, the configurability of the Axida software allows us to add clients easily, maximising revenue opportunities and minimising cost.”

Each clients’ orders may be subject to different processes, for example delivery dates may be agreed at point of sale or may require CEVA customer services staff to contact the customer to arrange the delivery date. Variations are controlled within the HDi Solution through configuration.

Wayne Holgate, Axida Commercial Director explains: “As well as being highly configurable HDi provides extensive access through web services. Customers are using this technology to simplify interfaces and automate many customer service activities. For example consumers can arrange their own delivery date or opt for text message updates to track their order. All of these options provide great customer service in a very cost effective manner.

Court concludes “Axida are one of our leading technology providers, they deliver industry and technical expertise, a combination that has proved to be extremely valuable to CEVA”

Built from the centre out, not as a bolt-on, Axida HDi plugs important gaps orchestrating the end to end fulfilment process. The Axida solution has been designed using many years of practical experience to overcome the typical issues and obstacles that manifest themselves in the “last mile” performance.

Axida provides the Home Delivery Management solution – software, expertise and integration – that puts CEVA in control of the balance between service and cost.

Axida specialise in solutions to manage complex home deliveries where the product, service or proposition requires the customer to be present at the time of delivery. We use the latest technology to provide efficient scheduling and comprehensive customer communication, enabling you to provide a cost effective, service orientated proposition.