Pallet retrieval optimization: pooling company is deploying a top-tier customer relationship management system, enhancing pallet retrieval operations, and bolstering its digital competencies throughout the organization.
London, May 2023 – CHEP, a leader in global supply chain solutions, is pushing forward with the digital modernization of its operations, including pallet recovery management and the functioning of its Lisbon-based European call center. Besides Europe, CHEP is implementing similar pilot initiatives in the USA and Brazil. This news was shared in an announcement from CHEP.
Pallet retrievals up by 500,000 units
“We initiated the ‘Predict project’ a year ago to adopt a data-driven method for asset recovery,” said Alfonso Martín, Director of Asset Productivity Solutions at CHEP Europe. “Leveraging Machine Learning technology, alongside data obtained from manufacturers, transporters, and retail customers, we created a series of algorithms that generate weekly tasks for our call center staff.
“This tool supervises collections at over 100,000 sites and has boosted pallet recoveries by 500,000 units in the past year. This has not only enhanced supply chain efficiencies but also championed sustainability.”
CHEP is motivated to redefine pooling by improving its already superior global pooling solution, fostering new business capabilities, and spotting fresh opportunities to deliver value to customers. Central to this ambition is a digital transformation capitalizing on data and digital insight. By marrying this with the fundamental business tenets of reuse, resilience, and regeneration, CHEP is spearheading the creation of future supply chains.
“We’re carrying out thorough process mapping for all activities overseen by the call center.” elaborated Christian Carrasco, Global Director of Asset Productivity Process Transformation. “This will allow us to pinpoint areas of improvement that will form the foundation for transformation.”
He further explained, “The transformation of the call center rests on three pillars. Firstly, improved customer experience, as all our customers—both internal and external—anticipate the same level of service. Secondly, global digitalization, which should be in sync with the company’s other transformation schemes. Lastly, efficiency gains achieved through process streamlining and a reduction in time spent resolving issues.”
The call center manages inbound and outbound communications regarding asset recovery customer service. Over 100 committed agents, proficient in 25 languages, service 28 European countries. Furthermore, the website collect.chep.com provides a convenient and speedy method for requesting pallet retrieval online.