Exel Direct Tour Report

Exel Direct is the premium delivery arm of DHL in United States, which mainly renders three types of service: Dedicated, Network Hubs and Network Transportation. Direct Service Center (DSC) supports for all of Exel Directs sectors by managing the following activities: delivery appointment schedule, centralized delivery routing, client services support, centralized billing, network carrier management and line-haul carrier management. Technologies Exel uses include: Automatics call queue Excel Direct is specialized in white glove home & business delivery of non-conveyable products. Before delivery, its Exels responsibility to call clients customer to schedule a suitable time. To deal with several issues, time zone problem included, Exel utilized an auto-dialer to reach customer to remind them their scheduled time for delivery. They also give customer the option to switch the call to associates if he has additional questions to ask. Annually speaking, half a million of Exels calls to customers are made through auto-dialers and over one million calls are made by Exel itself. Here are some specific facts: 4% abiding rate, 90 seconds waiting time, 2.1 calls (or 3 days) to reach customers. Although auto-dialer boosts call centers efficiency, it does fail when come across unusual voice greeting, for example, hello. Web reporting portal Customers need to know where their products are in a convenient and timely fashion. Exel has developed web reporting portal for customers to track their order. What customers need to do is to enter their client order numbers and consignee postal codes online. But, how can Exel keep record of all the orders? When an item shipped to a new destination, an electronic receipt will be generated to report the items updated location. Manhattan Warehouse Management System ( WMS) According Jon Yates, general manager of DSC in Columbus Ohio, the WMS that Exel adopts is Manhattan. Manhattan can enhance inventory management by increasing accuracy, improving order fulfillment and reducing order cycle time. Receiving and shipping are streamlined as well to facilitate cross-docking. 1 Exel deals with commingled deliveries, but seldom (if any) mixes up inventories. The reason is Exel uses barcode to identify each item and integrated barcode information into WMS. 90% of inventory is in the barcode system. Cheetah routing system Exel does routing for itself by using Cheetah. Cheetah enables Exel to create routes utilizing fewer trucks and cross less miles and capture real-time information to dynamically adjust routes to accommodate contingencies, hence better customer service. Other technologies SC 3 avisibility tool for customer to know where their goods are on the road Idirect Exel Directs core operating system etc.