Elementor #7166
ArrowXL Case Study
How Socius24 helped ArrowXL optimise integration with their Service Partners
Website: https://www.arrowxl.co.uk/
About ArrowXL
ArrowXL are the UK’s leading specialists in two-person home delivery. Handling items that are too large, heavy, fragile, or valuable to be safely or effectively delivered by a single courier, offering flexible delivery options, including 24 & 48-hour delivery and online diary booking to allow customers to choose a time that best suits them.
The Project
ArrowXL have used Dispatcher WMS for many years, but as their supply chain evolved to include more third-party carriers and sub-contracting service partners, they realised they needed additional functionality that was outside the scope of a WMS. These challenges included:
Key Challenges
Limited real-time visibility and manageability of orders post-shipping
Before the One Fleet solution was implemented, products were only ever scanned post-shipment if it arrived back at the hub after a failed delivery. If a product was not scanned again after shipping, then it was assumed to have been delivered. Neither of these options offered ArrowXL the visibility or great customer service option they desired.
Dependence on manual communication
Because information could not be transferred from one system to another, communication had to be manual, which slowed things down and took up valuable operator time. Additionally, manual handling was considered to be a weak link that could potentially introduce errors into the operation.
“The One Fleet system wasn’t about offering an extension of our RDTs – although now we do have people out on the road who can use warehouse functionality. It was more about bringing in self-service functionality for our Service Partners.
“Post-implementation, our carriers don’t need to pick up the phone and speak to the hub if they have a question. It’s reduced queries and the time taken to answer them.”
– Dominick Prosser, ArrowXL
Inability to make dynamic, last-minute adjustments to delivery routes
Service partners often have more than one route, but before One Fleet, it wasn’t possible to dynamically move orders from a less efficient route to a more efficient one once they’d been shipped.
Manual instructions for third-party partners
ArrowXL work with third party service partners who process and ship orders out on their behalf. Before Socius24 created a mobile app that they now use to facilitate this, ArrowXL would manually instruct partners about the activities they needed to perform, and then manually update the system.
Solutions Delivered
ArrowXL partnered with Socius24 to develop a solution that was tailored to their exact needs: One Fleet.
The new system has reduced the amount of lead-time needed to get product onto the most efficient route, and now we can dynamically swap routes if one becomes more geographically efficient than another after orders have shipped. We’ve effectively been able to merge 24-hour and 48-hour orders and created more efficient routes.’
ArrowXL needed end-to-end traceability, real-time updates, and a smoother integration with their service partners to meet their own high operational standards and optimise delivery planning. So, Socius24 developed and implemented One Fleet via their User Services Portal (USP), which is fully integrated with the Blue Yonder Dispatcher WMS. This provided:
End-to-End Traceability: Real-time post-shipping updates mean that every order can now be tracked from warehouse to doorstep. This has expanded visibility and increased control for ArrowXL’s planners.
Enhanced Planner Functionality: By giving planners the ability to merge delivery types and move orders from one to another, One Fleet has expanded operational efficiency and delivery flexibility.
Streamlined Service Partner Integration: One Fleet has given service partners tools to self-serve and manage orders autonomously. Consequently, the need for manual intervention has reduced, letting ArrowXL focus resources on what really matters, rather than on things that can wait.
The Mobile Application
In consultation with Socius24, a decision was made to add some new functionality to their User Services Portal
This gave partners a way to cross-dock orders received into ArrowXL’s hubs, and then load them onto delivery vehicles. The new functionality also gave ArrowXL advanced notice of inventory that would be returned to the depot, where previously they would only know about it once it arrived.
Because not all service partners use the same equipment, the new functionality needed to be accessed via a mobile device.
Socius24 developed a fully mobile solution that now means that service partners can interact with Dispatcher WMS in a contained but very effective way. Updates can be made to the system, and a selection of reports have been made available to service partners through the mobile app, all of which means that data is real time and visible, even after it has left the depot.
Socius24 developed functionality that allows multiple pallets to be received at the same time, then to immediately cross dock that inventory, ready to be loaded onto service partners delivery vehicles, and shipped. New loading functionality was also created, allowing for more specific checking, while also offering additional flexibility when required. Throughout the new functionality, careful consideration was given to minimising the amount of scanning required.
The changes were made quickly, using a staggered release model which allowed ArrowXL access to new functionality as soon as possible. The collaboration between ArrowXL and Socius24 was very close, which meant that new functionality was able to be delivered rapidly, with very little rework required.
As with all of User Services Portal software, ArrowXL has been able to customise the look and feel of the solution to match their corporate branding. The brief was to keep things simple and user-friendly, so that minimal training would be needed for the Service Partners.
Being able to extend WMS data and functionality outside the walls of the warehouse is ‘right up our street’. We relish a challenge and bringing innovation to market is what we do best."
Mat was onboarded as Project Manager and quickly organised workshops and recommended a method for identifying and creating changes. The workshops generated very few conflicts of opinion within the company – the whole thing was exceptionally well managed and positive, with Mat keeping us all focussed.
He asked us the right questions to dig deeper into what we really needed, even within the context of our own IT governance process. And his interpretation of our requirements - plus everybody’s input from the workshops – meant that we got a system that does what we needed it to do.”
Implementation
Socius24 used a phased rollout process with ArrowXL, guaranteeing a smooth transition for the business and its customers:
- Workshops and Prototypes: ArrowXL and Socius24 worked together to carefully define the additional requirements. They then collaborated using prototypes so that they could be sure the final One Fleet solution met all expectations.
- Agile Rollout: Incremental deployment of the new system meant that every aspect of the new functionality could be tested thoroughly before it went live. This guaranteed that milestones were met and created a stable platform throughout the entire process.
- Intuitive Training: Socius24 offered straightforward training, making sure that the team were confident enough to use the system. USP’s user-friendly interface helped to reduce the onboarding time needed.
Key benefits of One Fleet include:
Increased visibility plus actionable business intelligence
ArrowXL now has real-time insights into orders at every stage of their journey, from warehouse dispatch to customer delivery. One Fleet gives Service Partners the ability to fail deliveries for the right reasons, rather than sending product back without explanation. Service Partners can be specific about issues in a way that feeds back into Dispatcher WMS. Additional business intelligence means that issues can be addressed at their root which naturally delivers increased efficiencies and reduced wastage by allowing the business to adjust its own operations, or to recover costs from Service Partners for the right reasons.
Enhanced flexibility for just-in-time changes
Last-minute delivery plan adjustments now allow for more efficient, responsive routing. Shortages can be identified faster, enabling the warehouse to prioritise missing items and focus on what matters most.
Increased reliability and optimised returns
Streamlined operations have reduced delays and errors, enhancing customer satisfaction and our returns process has been optimised. Before One Fleet, ArrowXL would be told that a product was undeliverable due to damages but then needed to manually identify the product that was returned, not knowing when it was likely to arrive. Today, increased traceability provided by One Fleet means ArrowXL knows exactly when a Service Partner sends a product, and on which leg it will be returning. Meaning that ArrowXL can audit undeliverable orders and point costs for products that are never actually returned back to the Service Partner. This new ability to audit is now driving subcontractors to return products in a timely manner.
Improved Service Partner Tools
With the implementation of One Fleet via USP, service partners can now self-serve much more effectively and manage orders more efficiently.
Scalability for Growth
The One Fleet/USP platform gives ArrowXL the functionality needed to grow. Because of the scalability of the software, new sites can be integrated quickly and easily, allowing for continual enhancement of the delivery network without causing operational disruption.
Sustainability Focus
By improving route efficiency, and combining multiple fleets into one, ArrowXL have dramatically reduced their carbon footprint, making them an even more sustainable and attractive delivery partner.
Improved Operational Excellence
The integration of One Fleet into Dispatcher WMS (Via Socius24’s USP) means that ArrowXL can now merge delivery types and make just-in-time changes.
“We’ve been able to improve our planning decisions without the need to invest in a separate planning solution. We can now merge things later in the planning process, increasing route planning efficiency.” – Dominick Prosser, ArrowXL
Looking Ahead
ArrowXL have implemented One Fleet over five sites, with the fifth site going live just before the Christmas peak. They are excited about the future opportunities facilitated by the One Fleet solution, including:
- Giving clients direct access to the USP so they can self-serve by performing queries, creating reports or safely loading SKU information into Dispatcher WMS via USP.
- Using data-driven insights provided by USP to optimise planning and operations even more.
- Increasing sustainability efforts through continued optimisation of their fleet.
- The ability to accommodate peak requirements by flexing USP licenses up and down quickly and efficiently rather than being locked into long-term agreements.
The Last Word
There have been no gaps in the software – and at no time have we had to revisit it. I wish we’d started working with Socius24 much earlier. Their performance has been great throughout the original project, and the additional changes to USP that we’ve implemented since.
The solution they have created for us has surpassed expectations and our overall experience of Socius24 is superb – ten out of ten.’
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