A public agency, tasked with distributing information to new parents, selected ALOM to provide a full-service solution comprising of management of IT integration for ordering, including integration of 800#, customer service and other order services, as well as managing materials, assembling, fulfillment and delivering more than 400,000 New Parent Kits per annually.

The agency had experienced significant fulfillment problems in the past. Orders were placed by local program administrators, but the program administrators had no visibility to order status since no online ordering system was available. In addition, the orders frequently did not ship, or they would ship incorrectly or very delayed – sometimes up to several months after the requested ship date. To compound the problem, orders were submitted in written format and frequently got lost. Consequently, the agency was forced to employ a person to field complaint calls and to attempt to investigate order status.

 

First Step: Access to Order Status

As ALOM took over the project, an advanced on-line system was designed to ensure full accessibility to information regarding order status, ability to place orders immediately or for future shipments and to check inventory availability. In addition, the system allows the user to check not only whether their order shipped, but also whether it was delivered and who signed for it. Each person could check the status of orders they placed, make changes to order not shipped, and enter in future orders. Certain managers could review status of all orders.

 

ALOM also integrated a call center into the online ordering system. The call center had previously experienced problems with many callers who complained of never receiving their order. As ALOM started shipping right away, the complaint calls disappeared entirely.

 

Second Step: Controlling Inventory Levels

As materials from the previous vendor came in, ALOM reviewed the incoming materials versus the forecast demands for the approximately 65 SKU’s. ALOM then placed orders for missing materials to ensure that inventory levels would meet requirements. Setting reorder points and safety stock, ALOM immediately started maintaining component inventory such that demand could be met. ALOM also started managing production schedule to keep an appropriate level of finished goods in stock. For certain SKU’s, one or more components were consigned by the local program administrators. ALOM then implemented a tickler system to prompt the local administrators to supply more materials.

 

The service goal required by the state agency was to ship all orders within 10 days, and to ship most orders within 3-5 days of requested ship-date. ALOM shipped the orders within 17 hours – less than one day – of the orders being placed or the requested ship-date, and is running a 100% fill-rate for the SKU’s controlled by ALOM. For SKU’s requiring consigned materials, there are rare exceptions where consigned materials are missing, and the local administrator insists that only localized product be shipped.

 

The administrative staff at the state agency went from two full-time staffers to one staffer who is managing the project along with several other projects.

 

Helping the customer get an out-of-control project managed and provide the service and reporting to allow our customers to manage the contents of their project rather than the operational details is typical of the way ALOM works.

 

ALOM analyzes each project and customers’ needs carefully and develops a solution that ensures each project is done correctly and meets deadline. Because ALOM’s processes hold up under extreme pressure, they achieve high quality levels in all areas of their operation.

 

ALOM is committed to supporting customers in reaching their goals as a company. Contact ALOM for more information on how they can help your company.