Everstream Analytics Helps DHL Service Logistics Keep Cisco Customers Running

Everstream Analytics Helps DHL Service Logistics Keep Cisco Customers Running

“Everstream Analytics has helped us become more systematic in the way potentially disruptive events are identified, categorized and communicated to mitigate risk.”

– Daniel Stewart, Senior Manager, Service Ops, Cisco Asia-Pacific region

“Everstream Analytics has provided another layer of proactivity to our Service Logistics offering. The solution enables us to anticipate and react to incidents in a more structured way, to understand the impact on our customer’s orders, and to ensure high service levels by mitigating unforeseen risks.”

– John Farrell, President, Service Logistics, DHL Supply Chain

DHL’s Service Logistics division is using Everstream Analytics, the advanced supply chain risk management and incident monitoring platform, to provide more agile and proactive support to Cisco and its end-customers across Asia-Pacific, Japan and Greater China.

Businesses around the world rely on hardware – like switches, routers and servers – software and services from Cisco to run their critical infrastructure. Their trust in the global IT leader is built on its reputation for reliable, high-performing equipment and world-class customer service. That’s why the company’s service and support capabilities are a core part of its value proposition.

Across 19 countries in the Asia-Pacific region, DHL Service Logistics manages a comprehensive service and support logistics operation on behalf of Cisco. Hardware and spare parts are held in more than 80 rapid DHL fulfilment sites that operate around the clock, 365 days a year, shipping replacement equipment to customers in as little as two hours and coordinating closely with Cisco’s own sales, customer support and technical teams.

Customer Objectives

As part of their ongoing efforts to improve the performance of service operations – and the level of support provided to Cisco customers – DHL Service Logistics and Cisco were looking for ways to improve the ability of the network to cope with unexpected events, from minor transport delays, which might affect delivery to a single customer site, to major natural

disasters that can dramatically increase demand for replacement equipment, or severely disrupt logistics operations.

“In recent years, we’ve experienced several events that had a big impact on operations,” says Christopher Stewart, Director of DHL’s Cisco-dedicated Asia Pacific Logistics Support Center in Singapore. “In 2015, for example, severe flooding in Chennai in Southern India caused a lot of equipment failures, and severely disrupted transport links in the city. We had to act fast to find alternative operating sites and ship in replacement parts. We realized we needed a more proactive approach, with better planning, better preparation and the ability to react in real time to those kinds of events.”

Customer Objectives
– Better visibility of potentially disruptive
events in a time-critical service network
spanning 19 countries
– Faster, clearer communication with
internal teams and with customers
– A more robust, proactive approach to
supply chain risks

Everstream Solution
– 24/7 Everstream Analytics Incident Monitoring from the Cisco Logistics Support Center in Singapore
– Instant alerts to relevant personnel across
the region
– A comprehensive overview of risks and
incidents through a single portal

Customer Benefits
– Earlier notification allows a proactive
approach to minimize the impact of minor
disruptions, and a more effective response
to major events
– Enhanced customer satisfaction through
clear, timely communication
nn Better information to support network
planning and risk mitigation activities

Everstream Analytics Solution

DHL’s solution to the challenge was Everstream Analytics, its innovative cloud-based supply chain risk management platform. Everstream Analytics provides access to a suite of advanced solutions, including location-level risk analysis based on historical incident data and real-time monitoring of potentially disruptive events, all through a single, integrated portal.

Everstream Analytics is now in operation in the Cisco Logistics Support Center in Singapore. The platform includes a comprehensive model of all the operating locations and major freight lanes in the network. Those locations are geo-coded down to the street address level, and Everstream Analytics provides a detailed overview of the nature and severity of supply chain risks at each node in the network, helping Cisco and DHL to tailor their risk management, mitigation and contingency planning.

Through Everstream Analytics’s incident monitoring capabilities, Support Center staff receive immediate notification of relevant events as they are detected. From the Center, alerts are relayed directly to relevant logistics operations personnel, couriers, customer service teams and technicians on the ground. That information allows them to take the necessary action to prevent disruption, coordinate their response to major incidents and keep customers informed of any unavoidable changes to shipment timing or availability. Plans are underway to extend the model to cover other important places, like key customer sites, and to link it directly to current orders scheduled for delivery.

Customer Benefits

“Everstream Analytics has helped us become more systematic in the way potentially disruptive events are identified, categorized and communicated to mitigate risk,” says Daniel Stewart, Senior Manager, Service Ops in Cisco’s Asia Pacific region. “And when we show customers the Logistics Support Center in Singapore with live incident monitoring up on the screen, that really helps give them the confidence that we take service and support very seriously.”

In October 2016, for example, a typhoon threatened several key transportation nodes in the Cisco network. With the aid of Everstream Analytics, DHL and its customer could identify specific shipments at risk of damage or delay because they were en-route to severely affected areas. Those shipmentswere held at a safe location until the weather had cleared, and affected customers could be informed in advance of the delay. The system has similarly helped the network manage the impact of numerous smaller scale incidents, from rainstorms in Thailand to road closures in New Zealand caused by forest fires.

The platform is also helping DHL and Cisco improve their network and operations planning activities. Everstream Analytics can also support the risk assessment process when new warehouse sites or transport routes are being considered, for example, allowing the companies to pick secure locations for facilities and target their investment in risk mitigation activities.

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