Avaya Upgrades Service Parts Management

Deploying Servigistics solution in bid to reduce inventory, increase service levels, improve customer satisfaction

Atlanta  June 16, 2003  Avaya, a provider of communications networks and services for businesses, has tapped a service parts management solution from Servigistics in a bid to improve the performance of its central and field service parts operations worldwide.

The company will use the solution to help manage its global inventory of service parts and will be replacing its current legacy parts planning solution.

"Avaya is currently using a first-generation service parts planning system designed to manage only our central service parts inventory," explained Jeff Gardner, director of aftermarket operations for Avaya. "This solution does not support our vision of complete global service parts management across all parts and all locations."

The multi-phased project with Servigistics will begin in the United States, where Avaya will deploy the solution to manage its inventory of field replaceable units across all central and field stocking locations, including more than 1,800 technician vehicles deployed across the country.

Plans call for Avaya to integrate the Servigistics solution with its existing SAP and Siebel systems, as well as with several external organizations, including third-party logistics provider, Choice Logistics. The U.S. phase of the project is expected to be complete by the end of October.

Gardner said that Avaya selected Servigistics after conducting an extensive evaluation of service parts management vendors in search of a single global solution that would be easy to deploy and that would address the needs of central and field locations.

"Avaya is dedicated to helping their customers solve business needs, and sought a service parts management solution designed to support and enhance their global service operations," said Eric Hinkle, CEO of Servigistics. "Servigistics can enable them to increase service levels and fill rates, reduce inventory and lower costs while exceeding the expectations of their customers around the world."

For more information on solutions for the service and support chain, see the articles "In the Field and All Grown Up," the Net Best Thing column in the June/July 2002 issue of iSource Business, and "Time to Prove It," the Net Best Thing column in the April/May 2003 issue of iSource Business.
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