Selects Servigistics to provide planning and forecasting solution for over two million same-day service level agreements
Atlanta — August 20, 2003 — Service parts availability is important for computer company Dell, especially when it comes to delivering superior after-sale service to its customer base. With inventory deployed across the United States, the computer company said it needed a service parts planning and forecasting solution to fulfill over two million same-day service level agreements.
The challenge for Dell was to find a global solution that would meet its cost reduction and customer service goals while integrating with existing systems. So the company tapped Servigistics to implement its service parts management solution.
Dell said Servigistics offered the strongest functionality, integrated quickly with their existing systems and supported the company's complex product lines while improving their traditionally high service levels.
Servigistics was implemented as a hosted solution with minimal Dell IT resources. To meet Dell's requirements, Servigistics said it runs a 24/7 data center, allowing users to access the solution via the Web. Servigistics also integrates to Dell's IT environment, including interfacing with Dell's logistics partners' systems.
The Servigistics solution plans over 200,000 part-location pairs. Based on demand and customer system geographic density, the provider updates the parts forecast to ensure the right parts are at the right location.
Doug Schmitt, director of Enterprise Service Delivery at Dell, said "Servigistics supports our distributed inventory planning, enabling us to meet our service level commitments with the ability to scale globally."
Schmitt added: "At Dell, the customer experience is paramount. The new solution enabled us to improve the management of service parts planning while reducing costs resulting in an enhanced customer experience."