This is the full presentation of Reinout Denys (Senior Consultant bluecrux) & Kurt Schilders (Director Supply Chain Telenet), presented at Supply Chain Innovations 2019 (Thursday 21 March, 2019). Learn how Telenet & bluecrux set up an ideal omni-channel environment to ensure a consistent Telenet customer experience.
5. THE TELENET LANDSCAPE
Strategic focus on services
Multichannel Supply chain maturity
Demand
forecasting
& planning
Reverse
logistics
Harmonization Consolidation
6. COMPLEX MIX
Internal organization
Customer Premise Equipment
Rental model
Technical activation
Self-install & Billing
SWAP process
Hardware
Sales model
Vouchers/discounts
Depreciation tables
Type of devices
Different sales &
marketing departments
Different customer types
Complex IT landscape
17. CREATE THE HOME DELIVERY CHANNEL
Supply
Chain
Supply Chain
Planning
Stock visibility
across
channels
IT
End Customer
Portal
Performance
and Analytics
System
integration
Distribution
Direct
Distribution
Warehouse
Last Mile
Transportation
Commercial
Sales and
Marketing
Support
organization
Finance &
Invoicing
27. FACTS & FIGURES
+65k deliveries
Best Web shop Award Belgium ‘18-’19
in category ‘Telecom providers’
98,8% of orders have a first
delivery attempt within 24h
100% of orders received before 18h,
processed and sent on the same day
NPS
56
89,5% of orders have a
successful first delivery attempt