Interview with Ryan Smith, Serivce Manager, CDK Stone.
BACKGROUND
CDK Stone are stone manufacturing specialists who run machinery servicing for their customers. They require parts to be delivered across the country.
CDK Stone's Field Services team consists of 18 specialist engineers on the ground in five states. They operate both metro and regional locations including locations as remote as Orange, Bathurst and Mildura.
CDK send 40 parts through the network per month, but are in the process of automating their technicians vehicle stock levels through Droppoints’ MaterialOrchestration System (MOS) so their parts required will be increasing.
THE PROBLEM
Parts were taking 3-5 days from the centralised Melbourne warehouse to reach service engineers in the field.
As CDK engineers work in such diverse locations the parts weren't getting to site quick enough to meet client Service Level Agreements, and there was no clear oversight for arrival times from traditional courier and freight services.
CDK were unable to tell engineers when the parts would be on site and schedule time accordingly
"You pay a premium for a good service, and it's a good service. Having machines down costs us a lot more than having Droppoint manage the parts delivery for us, so it's a very worthwhile service. Droppoint has filled an important gap and it runs very smoothly."
WHY DROPPOINT
The biggest complaint from CDK Stone customers and field engineers was how long it took to get parts to fix equipment.
Ryan, the Service Manager at CDKStone had used Droppoint with previous companies so he knew the solution worked and there was a clear case for implementing the solution with obvious benefits of having parts available anywhere in the country next day before 9:00 am.
"It's just great having Droppoint available as a resource on tap when we need it.
BIGGEST SUCCESS
CDK Stone recently needed to get an urgent part to one of their more regional locations in Taree where they have a major client.
There had been an engineer on site fora week and they were struggling to manage the logistics of how to get the part across. CDK Stone reached out to Droppoint and Droppoint managed that process completely with the urgent part delivered the next day, before 9:00am.
"Whenever we need to get parts to regional locations we always work with Droppoint to get the best option for next day delivery. Having Droppoints logistics support on tap is hugely beneficial to us."
RESULTS
- Significantly improved customer satisfaction rate.
- Increase in field service technician up time.
- Improved fix times based on the availability to get parts quicker and book jobs based on parts arrivals.
- Improved service in regional areas and WA, reducing delivery times from5 days to next day delivery before 9:00am.
- Improved visibility of parts and ability to pre-order and pre-plan vehicle stock levels.
Using Droppoint meant that CDK Stone saw an average
70% reduction in wait times for parts.
