Background
In meeting its core objectives, it is probably not surprising that APD has been a long term user of IT tools to help drive its business.
However, some two years ago, it decided that the then current computer solutions it was using had considerable opportunity to be changed and enhanced.
Enhancements that would substantially extend customer service and streamline day-to-day operations.
It was recognised, for example, that much more could be done for clients by offering on-line booking, track-and-trace and POD capabilities.
While, from an internal perspective, a major computing objective was to ensure that a single solution could fully support the three different facets of the organisation’s business, including their overall accounting requirements.
Partnering with Jaix logistics Software
After critically evaluating a range of IT options, APD elected to partner with Jaix Logistics Software to meet its broad and diverse range of new demands.
As company managing director Luke Shearer notes, “Jaix already had a very well proven solution for taxi trucks and couriers. Although for our parcel delivery activities, a new customised development was called for.
“With parcels, we use pre-paid colour coded and bar coded tickets, which customers attach to their individual consignments.
This is quite unlike any other part of the logistics business where billing more typically takes place after the event.”
“As such, there was no ready made system available. However, given Jaix long term experience in the transport business, APD was convinced that they fully understood what was required and could delivery precisely what was needed.”
”We wanted a single solution. And it was evident that Jaix could do the lot.”
In early 2008 the proposed system went live spanning, as was demanded, all facets of the APD business. The new application, with 100 plus PDAs in action, is said to have “bumped in simply” with only a small amount of education being needed to ensure staff and clients were all au fait with the new systems.
“In just one to two months, the software was successfully bedded in”, Mr Shearer adds.
As he notes, “a key aspect of what we now have includes ‘sign on glass’ job status and proof of delivery capabilities for all of our divisions.”
“We had been aware that more and more customers were starting to call for online POD and track and trace services. To deliver that, we needed to change how we did things. And it equally meant that our operations, by necessity, had to be far more transparent to our clients than ever before.”
“Using the Datalogic PDAs, also supplied by Jaix, our users are now also able to order their pre-paid parcel tickets directly from our drivers. These orders are then automatically processed on-line, with the tickets being available for the driver to drop off when next visiting the client.”
“Another substantial customer service option is the ability to book a job on-line. The value of this is substantial, with 50 percent of job calls now being initiated in this way.”
“Another substantial customer service option is the ability to book a job on-line. The value of this is substantial, with 50 percent of job calls now being initiated in this way.”
“A further great bonus with the Jaix software is that the accounting applications are totally integrated.”
“By way of a simple but important example, debtors processing and management is very good. For instance, we can administratively put an account on hold and that decision is automatically communicated to our call centre staffs’ computer screens as soon as the relevant customer phones in. It makes things far easier to keep such important matters under control.”
“That, of course, is about being able to deliver immediate and appropriate responses. But it’s fair to say that in everything we do, the system is very proactive and provides very fast turnaround. A fact of life which makes everybody’s life easier.”
Adds Mr Shearer, “from an in-house perspective, our IT tools have enabled us to grow substantially without similarly increasing staff levels. I’d say that without the Jaix solutions, we’d need several more staff than we currently have.”
“For instance, we no longer need to use and scan paper based run sheets. In the past, these used a huge amount of office space and required the engagement of two temps, once a month, to box everything up.”
“Those old run sheets also called for a large amount of manual processing and an enormous amount of call centre staff work responding to queries and POD issues.”
“With the new system, we’ve seen a solid reduction in those calls. And that, in turn, means we can invoice confidently, accurately and, most importantly, be paid earlier.”
As Mr Shearer adds, “another key aspect of our relationship with Jaix is all about support.”
“At the heart of that is the advantage I get from only having to deal with a single IT supplier. That’s a great plus.”
“We have a weekly conversation in which we review software ‘tweaks’, upgrades and targeted new developments … such as management reporting on demand. And after that dialogue everything then just seems to happen.”
“Part of the key is that Jaix are, as I said before, people who know transport and the logistics business. All of their staff understand the arena in which we work. So we can talk to them in our industry terms and they convert this into an ideal IT solution.”
Future Directions
As Mr Shearer stresses, “IT should never stand still. There are always going to be new and exciting things you can do to gain added benefit for both yourself and your clients.”
“For us, there are currently two major new developments that are actively in the work in progress department.”
“The first, will give me management reports on demand. That means that every morning I will, at the touch of a button, be able to view that totally up to the moment data that’s so essential to be able to run the business in the ideal way. Which will be a superb scenario.”
“But that reporting will also help other staff. Those who need it will also be presented with key data at day’s start to help make them make more productive and more effective decisions. This will be of enormous benefit.”
“Secondly, Jaix are also working to link our systems with those of our key freight partners around Australia. This will mean that our software will be able to automatically book a job in theirs and vice versa. Equally, track-and-trace and POD capabilities will be fully seamless, irrespective of which carrier is carrying out any particular leg of an individual consignment.”
“I’d imagine that as soon as these new facilities are available, we will quickly find more new things that we’ll be asking our IT to do”.