Case Study
General Background
Xonos has partnered with Cellective Case, the premier maker of
cases and related accessories for the wireless industry. Cellective
Case supports OEM’s, such as Motorola, as the licensee for
carry-on solutions, (cases and lanyards,) in North America and Latin
America. The company also supports other designer brands world-wide
such as Sharagano, Reaction/Kenneth Cole, Cross and Hummer.
Together, Xonos and Cellective Case are able to offer cell phone
manufacturers, operators and retailers the following:
- Online customization of goods, including engraving of phone
backs, cases and charms
- Just-In-Time (JIT) production of embellished goods
- Private-label E-Commerce sites fully integrated into production
and fulfillment processes
- First class customer service
- Real-time inventory, order and shipping tracking
- Support for in-store kiosk sales of customized goods
This partnership allows Xonos and Cellective Case to provide turn
key solutions to clients with unparalleled operational efficiency,
cost effectiveness and reliability.
The Program
Motorola has targeted customization as a key business initiative.
Motorola’s first customization program allows customers to
laser engrave RAZR cell phone backs with text in a variety of fonts.
Orders are received from both Motorola’s and Cingular’s
web sites.
The Challenge
- Integrate with multiple external E-Commerce sites to receive
orders.
- Improve fulfillment times and reduce order cancellations.
- Validate customer order information to ensure that the customizations
performed are possible.
- Maintain audit trail and alert appropriate staff via email
of problems with orders or imported data.
- Support customer service with an easy-to-use interface allowing
for input of data on customer interaction, monitoring of order
status and shipping information and processing of returns and
cancellations.
- Support production and fulfillment operation by routing orders
to production facility for fulfillment.
The Solution
- Implement a customized order fulfillment system capable of receiving
and processing orders from multiple sources.
- Provide customer service and order fulfillment personnel access
to data in a useful manner.
- Integrate with 3rd party E-Commerce provider to automatically
receive and enter orders into the system and provide order status
electronically.
- Validate order information received from 3rd party E-Commerce
providers against an integrated product catalog.
- Log all activity in the system and provide management reporting
on important metrics such as order volume, fulfillment time, popularity
of SKUs and other information.
The Result
- An integrated process and system for fulfilling customized cell
phone back orders.
- Outstanding customer service, which provides customers with
a single point of contact although multiple parties are involved
in the process.
- Reduction in time to fulfillment from over a week to under
3 days.
- Elimination of order cancellations due to fulfillment delays
and incorrect order information.
- 100% uptime of fulfillment system since inception in February.
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