Northern Ireland`s Famac adopts RangeGate logistics solution

Parcel delivery is a growing market that is driven by a combination of increased confidence in online shopping and a demand for greater retail convenience.

The UK home delivery market is predicted to grow by nearly 50% between 2001 and 2006, with delivery companies now striving to offer improved customer service and smoother operations. The focus is on investing in the systems to deliver an unequalled operational efficiency and level of service.

In a market where accuracy, customer service and differentiation are key, Famac, one of Northern Ireland`s larger home delivery companies, has implemented RangeGate`s Logistics-Edge solution.

Delivering over 90% of the total mail order product in Northern Ireland, Famac has two parcel distribution centres, one in Carrickfergus and another in Omagh. Famac`s delivery operations are focused on the individual requirements of each customer in terms of the information, feedback and delivery processes they require.

Famac`s parcel delivery services cover a wide range of products, from a small package containing CDs to household furnishings.

With growing demand for parcel delivery services, the company recognised that investment was needed to strengthen its competitive stance for the future. To achieve this, six key areas were identified for action:

- Traceability of parcels after they leave the depot;
- Accuracy of operations;
- Customer service;
- Goods lost in transit;
- Electronic data capture and retrieval; and
- Differentiation in the market.

"RangeGate offered us a turnkey solution that effectively tackled all of our current requirements, while forming the basis for future enhancement and differentiation," says Michael Donnelly, operations director at Famac.

Providing a mobile front-end to operations, the Logistics-Edge solution has been designed to improve each of Famac`s target areas. The system provides a flexible management control system that adds value at each stage of the delivery and collection procedures.

The RangeGate solution offered a near-perfect fit with Famac`s existing processes, allowing it to be easily incorporated to enhance and mobilise current systems. Leveraging the company`s integration experience, the solution extends the reach of Famac`s back-end systems into the field, providing efficient and accurate data capture.

"RangeGate has a proven track record in providing real world mobile solutions that show a clear return on investment," says Gerald Simpson, MD of Famac.

RangeGate provided a complete solution service, including feasibility study; hardware identification, procurement and support; business process analysis; and strong technical skills. The company`s technical and business staff worked closely with Famac management and staff to ensure the system was successfully implemented across operations.

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As a Microsoft Mobility Partner Advisory Council member, RangeGate could supply Famac with a comprehensive Microsoft-based solution. This provides a cost-effective, stable technology platform and paves the way for Famac to take advantage of future developments that could provide added differentiation in the market.

Simpson says: "RangeGate took the time to really understand our business and our business requirements."

Throughout the project RangeGate provided a consultative approach across Famac`s business processes, building a complete understanding of operations from start to finish. All operational activities were analysed and "walked through" to ensure the most suitable mobile solution was tailored and deployed.

Regular discussion sessions highlighted the various procedures required for smooth operation, the developments that could be made, and how the new mobile solution would impact on each individual business area. Following each developmental session the business processes were reassessed, analysing the effect on daily activities and opportunities for an alternative approach or extra benefits.

"RangeGate`s process of understanding our business and planning the solution was excellent and ensured the new system was implemented to optimum effect," says Donnelly.

Throughout this consultancy process the aim was to implement an effective mobile solution that improved customer service, accuracy and reporting while limiting disruption to daily operations. By building a complete picture of Famac`s operations, RangeGate extended the processes that had proved successful in Famac`s growth, rather than implementing change for the sake of change.

Famac drivers now use ruggedised Symbol SPT2846 handheld terminals that run on Microsoft Pocket PC 2002. The terminals feature integrated barcode scanners and 802.11b wireless network connectivity. The Logistics-Edge server runs on Microsoft Windows 2000 Advanced Server and uses a Microsoft SQL Server database, with the code developed using Microsoft`s C++ .NET Visual Studio.

"RangeGate provided us with a choice of platforms for the Logistics-Edge solution and advised us on the potential for future growth and enhancement. Operating on a Microsoft platform offers us a flexible, scalable solution that can be developed in line with our future business requirements," says Donnelly.

In order to maximise user adoption of the system, the screen of each terminal was designed to be ergonomic and simple to use. The two companies worked closely on the screen design, using Famac`s recognised terminology and agreeing the keys required.

To ensure data is current for drivers that do not return daily to a depot, RangeGate advised Famac to operate a remote dial-up function. All activity detail is uploaded from the handheld terminal onto the main server, with the drivers connecting to the system from their homes via conventional telephone lines.

Simpson concludes: "Customer expectations are increasingly high. They expect fast delivery and accurate information. We are now able to provide comprehensive tracking information as well as electronic proof of delivery signatures for our customers."