Use Case
Improving Customer Experience with Real-Time Order Visibility
A leading healthcare logistics company was looking to upgrade from an aging WMS system to reduce technical debt and improve client satisfaction. Recent improvements in visibility functionality fell short, leaving a gap in providing real-time order status access for clients. Processing thousands of orders daily, real-time access to data would streamline operations and revolutionize customer service.
Challenges
Data Access for Clients
Sought an easy way to provide real-time order status updates.
Visibility Gaps
Prior attempts to create customer visibility still lacked real-time capabilities.
Internal Time Strain
Internal teams spent significant time responding to order status inquiries.
Aging System
Needed to replace an outdated WMS to reduce technical debt.
Solutions Implemented with Rebus
Real-Time Dashboard
Enabled teams to monitor order statuses, cut-off times, and aging inventory.
Custom Widgets
Allowed team members to focus on relevant data within their specific roles.
Self-Serve Access
Reduced client dependence on internal teams for order updates.
Order Tracking
Provided visibility into orders by service level and other key metrics.
ROI and Benefits
Time Savings
Development and support teams reclaimed over 40% of their time.
Increased Customer Satisfaction
Real-time, self-serve access reduced order status inquiries.
Streamlined Operations
Enhanced visibility led to better decision-making and resource allocation.
Improved Efficiency
Teams could now access and act on warehouse data quickly.
The internal team initially developed a Power BI-based portal to share order data, but it only updated nightly. This approach did not meet the demand for real-time access, pushing them to seek an advanced, easy-to-use visibility solution.
Rebus was selected for its unified, real-time visibility that enables seamless data sharing with both internal teams and clients. Rebus’ flexibility and analytic insights offered a significant edge over other solutions, which focused more on transit data rather than in-warehouse visibility.
With Rebus, the healthcare logistics provider plans to expand its real-time visibility into other parts of its supply chain, driving further efficiency improvements. As they continue to leverage Rebus, they aim to deepen analytic capabilities, supporting proactive decision-making and customer satisfaction across their operations.
