Meeting the complex, high volume outsourced fulfilment requirements of 12 of the world’s household name information technology providers operating into 159 EMEA (Europe, Middle East and Africa) countries is an exacting task, demanding uncompromising fulfilment accuracy and speed.
Dublin-based global outsource service provider, Zomax, believes they will remain equal to the challenge, and have recently taken the decision to reinforce their service capability with EXE Technologies’ state-of-the-art EXceedTM WMS.
Zomax specialises in CD/DVD-Rom replication, order processing and fulfilment, multi-currency billing and distribution solutions for their clients, through 28 separate fulfilment programmes.
With 300 agents based at two call centres in Dublin, and a 100-seater call centre in Germany, they provide a total outsource solution servicing the rapidly expanding subscription software market, as established and new end-users, seek direct delivery of latest-version software applications, upgrades and technical support.
Servicing a zero-tolerant market, Zomax call centre operators stake their reputation - and that of their high-profile clients - on the certainty of meeting the delivery promise.
IT Manager for Zomax, Frank Meldon, says that recognising that ‘fulfilment accuracy and speed’ would always be core to their business, Zomax approved the installation of a 21st century n-Tier WMS (warehouse management system) - the backbone of a totally scaleable, flexible and more efficient fulfilment solution.
The system harnesses the back office power and performance of EXE Technologies’ EXceed 4000 WMS, interfacing with Coranta ProfileTM CRM software.
Meldon is excited by the ‘promise of fulfilment’ that the EXceed driven system brings. He takes pride in Zomax’s stated ‘can do’ commitment to provide their clients with every possible advantage in the marketplace and providing the value-added service that will maximise that advantage. No expectation is too great and if clients want unusual or creative packaging and delivery solutions, they will find a way of doing it.
"We’ll roll out the EXceed WMS as part of an overall eBusiness solution which will replace our entire technology at the moment, gearing us for the levels of efficiency that our future strategies require."
At present, Zomax’s Dublin call centres field and make calls on behalf of their clients fulfilment programmes and handling a range of what Meldon describes as ‘fairly complex’ outsource requirements’.
"Input from the CRM front-end package will be made to EXceed, driving order processing, billing and the physical movement of goods - in other words handling the full end-to-end of order-taking and support for our clients’ software products and services."
"Orders come in through any number of channels - as faxes, emails, tele-orders and with our bigger clients, as large batch file feeds coming in electronically. The packaged goods are shipped as regular or priority mail, or via a trackable service."
Meldon says that Zomax view the project as ‘Trans-Atlantic’ - and that once Dublin and EMEA go ahead, the system will be implemented in North America.
"The scale of our operation demands a world-class solution and we were attracted to EXE Technologies by their global presence and their strong representation in Europe. They have a proven record in terms of the maturity of their three-tier product which accommodates the ‘client level’, or front-end; the application; and the data itself, which can reside separately."
"EXceed is a fourth generation language solution, and has a high degree of similarity - or can ‘talk to’ - our existing system, so the implementation factor was an important consideration as well. "
Meldon says that future scaleability was another key decider for Zomax which at present handles an average of 50 000 orders in a two to three-day period. "But given the continued upward demand for direct-delivery CD and DVD software packages we anticipate the day when we could win an order which would double that or more overnight - and we need to be able to react to that."
Along with high volumes, Zomax caters for high diversity across a wide range of fulfilment programmes requiring different process controls and dissimilar packaging encompassing different labelling, dispatch notes, and different logos. Currently their shipping process requires between 8 and 10 steps. With the EXceed WMS engine, this will be reduced to three or four steps, ship from line-end will be possible and the time taken to ship reduced from three minutes to about 20 seconds.
This will provide cost savings, increase throughput speed and create labour efficiencies which were previously unattainable. "Our processes are inefficient because we were tied to an inflexible system. The EXceed product is flexible enough to allow us to dictate what the processes should be - and not vice-versa. EXceed will allow us to facilitate our redesigned processes and that is something we’re all looking forward to," says Meldon.
About EXE Technologies, Inc.
EXE Technologies, Inc. is a leading provider of fulfillment, warehousing and distribution software for e-commerce and traditional distribution channels. EXE's software allows companies to use the Internet and traditional communication methods to efficiently manage and control the flow of inventory throughout the supply chain. Companies use EXE's software to reduce distribution costs and increase customer loyalty and satisfaction. EXE provides global service and support for its software from established facilities in North America, Europe, the Middle East, Asia and Australia.
EXE Technologies, EXE and EXceed are trademarks, registered trademarks or service marks of EXE Technologies, Inc. in the United States and/or other countries. All other trademarks or service marks contained herein are the properties of their respective owners.
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