http://www.hcltech.com/travel-transportation-logistics/overview ~ for more Logistics

4. HCL helps a leading 3PL company
drive business through Integrated
Service Delivery
BACKGROUND
 Our client is a global logistics company providing solutions in freight
management, transportation & distribution management, and contract
logistics. It runs a global network and employs around 50,000 people
 It faced daunting challenges in a volatile business environment in which
technology had become an extremely important component to enhance
end-user experience and profitability. So, it partnered with HCL to
achieve these goals, and in a company that is new to outsourcing, this
meant a complete transformation - in culture and in strategic planning
CHALLENGES / OBJECTIVES
The crucial focus area was to align Business with IT, specifically to enhance business
SNAPSHOT
operations which would help improve customer satisfaction and in turn increase  Vertical: Travel, Transportation & Logistics
revenues  Micro-vertical: Logistics
 Application Management: 165+ applications covering Freight  Service Areas: Integrated Service
Management, Warehouse Management and Transportation Management Delivery, Application Support, Maintenance &
Enhancement; Product Support & Development
 Infrastructure & Service Desk Management: Support DCs in the USA, Western  Technologies: Hybrid tech stack -
Europe and the Far East Jcaps, eGate, TIBCO, RPG CL, RPG
 Business Operations Management: Customer Service (Track & Trace, Milestone ILe, Synon, GIS, Gentran, Oracle
apps, .Net, Java, Filenet, Informatica, Foxpro, VB, W
Updates, Reporting, Data Entry, Pick Up & HAWB processing), Rating &
ebfocus and Sharepoint, Technology - Database
Billing, AR Analysis, Tariff Administration (SQL, Oracle), Server
And this was spread across multiple geographies, functions and levels (Windows, Unix), Network, Exchange, Citrix, Backup,
Storage

5. THE SOLUTION
Integrated Service Delivery - HCL worked with the company to support the three pillars of its outsourcing needs –
Applications, Infrastructure and Operations. Our solution was based on an in-depth understanding of their business and the expertise
acquired in the logistics domain. The strategy we adopted focused on Business Benefits Realization.
The solution included:
 24x7 support for over 160 applications across the globe
 7 distinct tracks - EDI, AS 400, Oracle apps, Custom apps, EAI, Infra and Service Desk
 Successful transition using HCL’s recognized ASSeT framework; achieved 100% AQI
 Creation of 500+ documents and 30+ technical/functional flow diagrams
 Automated workflow model for visibility in business processes
 Comprehensive change management
 Standardized support processes (ITIL) defined and set up for steady state
 Value Portal and Customer Portal set up – (Apps + Infra + Ops) Integrated Dashboard for the entire engagement
 Creation of a shared service centre – Consolidation of activities performed across 58 stations into three delivery locations in India
 Clear segregation of activities into front & back office for each business process
 As part of the solution, our aim was to improve key business metrics through integration of services through
 Cycle-time reduction of HAWB processing
 Reduction in ship to invoice & invoice to pay cycle-time
 Reduction in DSO
 Reduction in per consignment cost of tracking and move towards zero noise shipments
RESULTS / BENEFITS
As this relationship enters its third year, the engagement has transformed to provide:
 Extensive cost savings, operational excellence and improved end-user experience
 Over €4 Mn in annual savings and 28% reduction in resources, in the very first year
 Grown into a strong partnership, where HCL executives are deeply involved in strategic initiatives, and innovation
in technological initiatives for the client

6. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to
build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busy
developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com