Communication is a basic human need. All private and business relationships are based on opportunities to make and maintain contact and exchange information.
A1 Telekom Austria offers not only the equipment for communicating via fixed networks, mobile telephones and the Internet in Austria, but also the infrastructure. Since 2006 the portfolio also includes digital cable television. The company knows that customers view these services as standard products. That is why it focuses on reliability when selecting its business partners – namely reliability around the clock.
- A1 Telekom Austria offers the equipment
for communicating via fixed networks,
mobile telephones and the Internet in
Austria, as well as the infrastructure.
Since 2006 the portfolio also includes
digital cable television.
Telephone, fax, Internet and television are now daily routine for consumers. But what does one do when a number is permanently engaged, a telephone has no dial tone or the Internet access has dropped out? Those wanting to sign up for new communications systems or seek assistance to rectify a fault need support in a hurry.
As common as electric power
In order to respond immediately, together with Logwin A1 Telekom Austria has developed a new distribution strategy to deliver technical assistance. This is necessary because “today we offer much more than telephones or fax machines – there are simply more products in the marketplace for mobiles, Internet and television”, explains Erwin Trinkl, Head of Project & Information Logistics at A1 Telekom Austria. “The huge number of items and the need for immediate availability – it was time to reorganise our logistics.” In the past, technicians had to obtain the parts themselves from various A1 Telekom Austria regional warehouses. Today, Logwin organises distribution directly from the A1 Telekom Austria central storage facility in Vienna. “Compared with the old system, we save thousands of kilometres of driving every year”, reports Erwin Trinkl. Further advantages: Because Logwin picks up the parts daily from A1 Telekom Austria’s central warehouse in Vienna, its technical inventory has been reduced by 40 per cent, distribution has been significantly accelerated, and all deliveries arrive on time.
- There are about 1,300 technicians
in service for A1 Telekom Austria
every day. Since the distribution system
was reorganised, they have been able to
access around 300 depots
There are approximately 1,300 technicians in service for A1 Telekom Austria every day. Since the distribution system was reorganised, they have been able to access around 300 depots across Austria. A1 Telekom Austria uses the guaranteed delivery service provided by Logwin for three quarters of all deliveries.
The replacement parts and accessories are available punctually at 7.00 a.m. every working day. Each evening one or two trucks make their way to A1 Telekom Austria’s central storage facility in Vienna, where the packed and sealed boxes are already waiting for pickup. These boxes are available in two sizes and contain everything the technicians require the following day: modems, media boxes, cables, telephones and other accessories. The truck drivers electronically confirm receipt of the consignments and transport them to the Logwin HUB in Vienna’s 11th district, where staff distribute the boxes to 15 delivery vehicles. The drivers scan and load the boxes.
- The Logwin Hotline is available 24 hours
seven days a week.
At around midnight they set off to the A1 Telekom Austria facilities offering technician services. “The technicians’ pigeon holes are often located in buildings and offices operated by A1 Telekom Austria”, explains Andreas Kerschner, Director Solutions | Transport and Retail Networks at Logwin. “However, sometimes they are also freestanding heated containers on sites prepared especially for the delivery and/or pick up of these sensitive technical components.” Not only do the drivers deliver new accessories, but they also take unneeded or faulty parts back with them to the A1 Telekom Austria returned goods centre. “For this to happen, the technicians place the returns into boxes with return labels, seal them and leave them in their pigeon hole before they go home”, explains Andreas Kerschner.
All routes are planned in advance. A1 Telekom Austria uses electronic data interchange to advise a central server of the consignments, with the suppliers being notified directly via brief messages on their mobile devices. Furthermore, call centre staff are available to answer queries via the Logwin hotline around the clock every day of the week. “As a first step in the Technical Customer Service project we have involved sixty A1 Telekom Austria depots, from where approximately 200 technicians are able to retrieve accessories”, states Andreas Kerschner. March 2011 saw the roll-out complete. In future, A1 Telekom Austria is planning further refinements. The aim is to lift efficiency even further and reach more customers each and every day.
Collaboration between Logwin and A1 Telekom Austria began with an onsite logistics project. “In March 2009 we took over picking and packing commercial goods such as notebooks at the A1 Telekom Austria facility in Perfekta Strasse in Vienna”, explains Andreas Kerschner. “We also schedule and manage the A1 Telekom Austria vehicle fleet.” After over 20 years experience in logistics, Erwin Trinkl knows that potential for optimisation at A1 Telekom Austria is far from exhausted: “Products and components will always be stored and transported – regardless of whether this involves shop deliveries, e-commerce, field work or cable laying. If there are new logistics concepts for making these workflows faster and better we will introduce them.”