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Marlin Company Overview 7 05

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  • 1. Marlin Logistics & ContactNet 3600 Commerce Blvd. Kissimmee, FL 34741 1.866.582.0500 3PL – THIRD PARTY LOGISTICS Business to Business and Business to Consumer Outsourcing Solutions Fulfillment, Contact Center, E-commerce and more!
  • 2. TABLE OF CONTENTS Executive Summary.............................................................................................................3 I. Distribution & Fulfillment..............................................................................................4 II. Contact Center Services.................................................................................................11 III. Technology Strategy......................................................................................................20 IV. Client Management.......................................................................................................26 V. Executive Biographies ....................................................................................................27 Appendices 1. Edge Order Management Functionality 2. Red Prairie Warehouse Management Functionality (LENS) 3. Cisco Contact Center Technology Marlin Logistics & ContactNet 2
  • 3. Executive Summary To be successful in the marketplace, you not only need to have great products, but also quality fulfillment services, a dynamic website with accurate, user-friendly ordering, rapid on-time delivery, and personalized customer service. In an economy where pricing and distinction between competitors is narrowing, Marlin Logistics & ContactNet can be your total solution from click to ship and beyond. The expertise of our professionally trained logistics and contact center staff speaks volumes on our ability to provide our clients with the strategies necessary to give their business the control, efficiency, accountability and results it needs. Our senior management team has over 75 years experience in the logistics and contact center arena with exceptional knowledge of integrated automated material handling systems and best-of-breed Warehouse Management Systems. Coupling our expertise with advanced technology will enable our clients to have the quality fulfillment services that their business requires. Our logistics infrastructure provides real-time information about your inventory and order status. To accomplish this, we implemented our very own web-enabled EDGE order management system, RedPrairie’s DigitaLogistix™ Warehouse Management System and their LENS visibility system. This technology allows Marlin Logistics and our client’s to have an end-to-end inventory and order status visibility through the web. As your business grows, so can your partnership with Marlin Logistics & ContactNet. We will strive to understand your ever-changing needs and use that knowledge to optimize every function in the total logistics supply chain so we may continue to offer our clients the best solutions possible. The Marlin Logistics distribution center is a fully integrated fulfillment facility. The Marlin Logistics team has been responsible for over $100 million in finished goods inventory and 1.3 million square feet of warehouse space. Our team has fulfilled over 44 million small parcels a year with a 99% accuracy rate. Marlin Logistics & ContactNet is positioned among the world’s best at fulfillment services. The Marlin Logistics & ContactNet objective is to assist our clients in overcoming any logistical obstacle that you may have. Through developing technologies, we build successful fulfillment businesses and help you maintain your competitive advantage. Through the combination of our experience and expertise, quick response and flexibility, partnering with Marlin Logistics for your fulfillment needs will help you meet your most challenging logistical requirements. Team Marlin is committed to customer satisfaction and to our partners’ success. Marlin Logistics & ContactNet 3
  • 4. Distribution and Fulfillment Order fulfillment is the heart of our business at Marlin Logistics & ContactNet. We support our clients’ worldwide distribution needs through our U.S. operations in Kissimmee, FL. Our team of logistics professionals consists of seasoned professionals that will design and implement a flexible, scaleable solution that fits your company’s needs. They are experts in all areas of logistics, including fulfillment services, distribution technology, traffic management, import, export, reverse logistics, and value added logistics services like kitting and custom warehouse handling and complex vendor compliance requirements. North American Distribution Center There are many benefits with having distribution operations on both the East coast: • Close to the major sort facilities for all the major package carriers and most LTL shipping lines. • Geographically located only a few hours drive from some of the largest ocean freight terminals in the United States. Our Kissimmee, Florida operation is a clean, secure and modern facility with space available to meet the needs of our client’s today and as the business grows in the future. Technology To support this high volume, time critical business service, we’ve implemented our very own web- enabled EDGE order management system, RedPrairie’s DigitaLogistix™ Warehouse Management System and their LENS visibility system. This leading-edge technology allows us to provide real-time order status and inventory visibility over the web, which is a distinct advantage at Marlin Logistics & ContactNet. EDGE Order Management System and Automated eCommerce Fulfillment EDGE is a powerful, database-driven technology that empowers a company to utilize the internet to more effectively conduct business and interact with its customers, vendors, suppliers, employees, and other members. EDGE is an entirely internet-based, end-to-end transaction processing and information management system that enables your company to achieve complete automation and total integration of all its e- business processes. Marlin Logistics & ContactNet 4
  • 5. EDGE breaks the confines of traditional supply chain models by incorporating functions such as dynamic e-catalog and content management and real-time transaction processing, thus eliminating the barrier between client server and web technologies. EDGE technology enables your company to successfully deploy B2B and B2C process initiatives through an operating environment of interlinked modules that work seamlessly in real time, culminating in a simple web-based interface from which your entire enterprise may selectively view and control every aspect of its e-business. EDGE provides you with a comprehensive packaged suite of e-business tools that facilitate real-time online order processing, order fulfillment, interactive catalog and inventory management, shipping and tracking, e-banking, credit card authorization and processing. Automated eCommerce Fulfillment EDGE gives eCommerce companies the ability to automate order notification to us, the fulfillment center and to the end user customer. Whether you eTail or auction EDGE has the integration capabilities of streamlining efficiencies thus keeping your fulfillment costs to a minimum. EDGE currently has the ability to integrate into just about any third-party shopping cart, auction management software, or branded online retail sites including: • eBay • Yahoo • Amazon • UBID • Overstock.com And many more… RedPrairie’s DLx™ Warehouse Management System RedPrairie’s DLx WMS is designed to support the new process models and logistics flows required to meet today’s corporate objectives for reduced operating costs, increased supply chain velocity and improved customer service. Maximizing distribution center performance is a key foundation for achieving these network level objectives. DLx WMS optimizes DC performance by providing the industry’s most comprehensive WMS functionality, backed by over 30 years of successful implementations in complex, multi-site environments. DLx WMS is a highly configurable, highly packaged WMS solution that provides end-to-end inventory tracking and control. DLx WMS provides the inventory visibility and information flow management needs to manage enterprise logistics and support supply chain collaboration. It streamlines product handling, increases inventory turns, improves asset utilization and provides near 100% inventory accuracy. DLx WMS world-class functionality includes: • 100% customer compliance Marlin Logistics & ContactNet 5
  • 6. • Fully optimized task management • Configurable value-added services, including kitting • Best of breed inventory control (log, multi-holds, definable units of measure, catch weights) • Streamline distribution operations • Reduce inventory and distribution costs • Improved productivity and asset utilization • Increased inventory accuracy and turns • Enable customer-specific value-added services • Improve customer service and satisfaction DLx WMS was also designed for easy integration with other supply chain systems. It has certified integration to leading ERP suites and uses RedPrairie’s DLx Integrator tool for rapid integration to other ERP and legacy systems. LENS™ visibility system LENS is the component of Red Prairie (McHugh’s) DigitaLogistix suite of products that is designed to maximize your logistics execution effectiveness by providing end-to-end visibility of inventory, orders and shipments across the supply chain. Essentially, LENS acts as a central repository of real-time logistics information captured from multiple DigitaLogistix suites and legacy host systems providing visibility to logistics information across the supply chain. LENS is configured to display up-to-date, summarized views of inventory, order and shipment information. These summaries, which are easily configurable to meet your unique information requirements, include unlimited levels of detail allowing users to drill down for more specific information. LENS captures and maintains on-hand, ordered, expected and in-transit inventory information, along with shipment information, from multiple DigitaLogistix sites and or legacy host systems. LENS is fully Web-enabled, which means that qualified users with an Internet connection can access logistics information at their convenience. Material Handling Technology Marlin Logistics & ContactNet has a variety of technical assembly and distribution tools that we deploy depending on the operational requirements. We have used our tools and the expertise of our operations staff to create custom-fit solutions for each of our clients as a method of reducing overall costs while simultaneously improving quality Technology Guided Quality Marlin Logistics & ContactNet has deployed a number of different technologies to support our clients’ Marlin Logistics & ContactNet 6
  • 7. operations. Although most of our solutions are based on paperless systems, we are comfortable installing both low tech and high tech solutions. Paperless technology offers a wide range of advantages for most order warehousing and fulfillment applications. Handheld radio frequency (RF) terminals can be used to direct operators to locations or tasks and verify that the operators are performing to a high degree of quality through automated checks and validation. Receiving Marlin Logistics & ContactNet will receive case and pallet quantities direct from our client’s, working within the requirements defined in the mutually agreed business rules. Marlin Logistics & ContactNet will require all LTL and TL carriers to call and schedule a delivery appointment prior to arrival. Our standard is to complete and to stock all inbound receipts in the same shift. Occasionally, receipts may be delayed because of missing paperwork, damage, or other issues. We will work with our client’s personnel immediately upon discovering such a problem. Marlin Logistics & ContactNet will reference the client’s purchase order number and other key data points from the ship notification previously entered into the Marlin Logistics & ContactNet warehouse management system. We will verify quantities against the packing slip and purchase order and inspect for shortages or damages. The receipt will go through a four-step process of unloading, check-in, quality verification, and put away. These steps and the validation processes are system controlled. The check in and put away processes are time stamped in our WMS system allowing for easy measurement of dock-to-stock times. Product is available for shipment immediately upon being put away to stock. Product Storage We will store your palletized product on up to 5 levels in a high bay rack environment. After becoming familiar with our client’s products, we may decide to add a floor stack area for the products that can be stored using that method. In addition, we will establish one primary pick location for each active SKU. In order to make the most informed solution recommendations on the best bin configuration, we will need additional detailed information on the product line. Each location is bar coded and programmed within the WMS system. These bar codes are used to insure inventory integrity throughout the receiving, inventory control, and picking processes. Order Fulfillment Marlin Logistics & ContactNet meets or exceeds minimum service level requirements for all of our clients on a daily basis. Marlin Logistics & ContactNet will closely monitor order fill accuracy, labor productivity, and same day shipping commitments by deploying well-trained associates and monitoring work flow and performance through our daily quality reporting tools. Marlin Logistics & ContactNet has available capacity to handle both average and peak volume days. Order cut off times will vary by service level and carrier, and will be determined after discussion with your company. Customer orders will be printed on a pick ticket containing our client’s logo and color scheme, if desired. Custom marketing and gift processing messages may be printed on each ticket. We will wave Marlin Logistics & ContactNet 7
  • 8. pick orders to be over packed, and batch pick cartons that can be labeled and shipped as is. The WMS will direct the picker to take any additional, special handling steps required for the order that may include: • Insert marketing materials • Special wrapping of fragile items • Gift processing • Multi-carton bundling • Serial number capturing Marlin Logistics & ContactNet has both build-to-order and build-to-stock kitting capabilities. The nature and variety of the kits will determine the best process to deploy. Marlin Logistics & ContactNet can provide each client with a variety of branded packaging including packing documents, shipping cartons, gift packaging, tissue, tape, and dunnage material. We place great emphasis on providing high quality workmanship and materials for the final packing and carton sealing process. We calculate shipping accuracy weekly and report this figure to our clients monthly. Our internal measure is based on our number of errors (incorrect items or quantities) at the order line level. Our recent measurements show that we ship greater than 99% of our orders accurately. Returns The Marlin Logistics & ContactNet Customer Contact Center will initiate a return when requested by the customer and as directed by the client’s return policies. This may include the issuing of RMA’s and/ or call tags. Marlin Logistics & ContactNet will meet or exceed the service level requirements for processing customer returns. We typically process returns within one business day from the time the returned package is received into the Marlin Logistics & ContactNet facility. The distribution team will work closely with each client to follow instructions for processing customer returns, stocking return product into saleable inventory, storing returns as defective or lot-held inventory, and handling replacement inventory. Transportation We continue to develop strong partnerships with each of the major package carriers in the US. Our package business currently flows through USPS, UPS, Airborne, and FedEx. The standard package shipping method will be ground delivery to keep freight costs to a minimum. By being located in Kissimmee, FL, shipping orders the same day as they are received ensures prompt delivery. We believe the client will benefit from the reduced cost of a ground freight method without sacrificing service. We will use expedited (overnight, next day, two day) delivery as requested by your customers desiring rapid delivery. Orders greater than 150 lbs. will ship using one of several LTL carriers used by Marlin Logistics & ContactNet. We are constantly working with our carriers, and measuring their performance and freight costs. Thus, the carrier we recommend for a specific geography may change periodically. Marlin Logistics & ContactNet 8
  • 9. We understand freight is a significant portion of your distribution costs. We have found that the best approach is to compare rates and use the rates that provide the lowest cost solution to each client while providing the best overall service. Marlin Logistics & ContactNet is electronically linked with most carriers and therefore is able to assign tracking numbers at the time that the packing slip prints. Through these carrier relationships, Marlin Logistics & ContactNet has the ability to track shipments to their final destinations. Marlin Logistics & ContactNet will proactively receive the package carriers’ proof of delivery information and store it in the Marlin Logistics & ContactNet system allowing the contact center agents quick access to tracking and delivery information when dealing with customer service calls. Marlin Logistics & ContactNet will make the tracking number available to the client’s website real-time through our EDGE and LENS technology. More on this technology is described in the document. Marlin Logistics & ContactNet can provide carrier and freight reporting to the client documenting shipments. These reports generally include carrier type, freight cost, tracking numbers, delivery confirmation (POD) and weight. Normally, this information is transmitted electronically; through customized hard copy reporting is available at your request. Security The security of your product is a responsibility we take seriously at Marlin Logistics & ContactNet. We know our clients will find us to be the best in the business at securing our buildings, and taking care of your product. Our Kissimmee operation is run as a high security facility. There are many facets to Marlin Logistics & ContactNet security including: • An extensive camera system is actively monitored 7 x 24 with internal and external building shots • All entry points are alarmed and actively monitored on-site and internally monitored by our Marlin Central Monitoring Group • Employees and visitors can enter the facility only through two access points that are monitored by overhead cameras. All doors have restricted access and can only be opened by using a Marlin Logistics & ContactNet employee security card. • Employees are required to wear the Marlin Logistics & ContactNet identification badges while on duty • Only scheduled deliveries are allowed in our gated truck court • Full-time, recorded digital video security Marlin Logistics & ContactNet can create more stringent security controls around the client’s high value or high theft products if required. Inventory Control Inventory integrity is essential to the success of your business and Marlin Logistics & ContactNet places great emphasis on this aspect of the distribution center operation. The goal is to exceed your expectations and financial requirements for inventory control and shrinkage. Marlin Logistics & ContactNet 9
  • 10. Marlin Logistics & ContactNet utilizes a stratified cycle count process whereby the Marlin Logistics & ContactNet warehouse management system directs the distribution center staff to complete daily item and bin location counts based upon transaction history, being certain that each SKU is completely cycle counted at least once per quarter. This stratified cycle counting process allows for a higher degree of control on locations and items that have faster turnover. For example, items that turn quickly will be cycle counted multiple times per quarter. Likewise, periodic inventory counts are performed to ensure 100% of the inventory is accounted for at any point in time. Marlin Logistics & ContactNet will perform at least one full physical inventory per year to support the audit requirements of our clients, as well as provide an additional measure of inventory control for the Marlin Logistics & ContactNet operation. Marlin Logistics & ContactNet will tailor the final design of the inventory control processes specifically to the client’s business. Our culture of promoting accuracy and rewarding good workmanship helps us ensure inventory integrity. Our technology combined with our inventory control expert’s knowledge of systems and operations will result in exceeding our customer’s expectations. Value Added Services Marlin Logistics & ContactNet is able to offer our clients value-added services such as custom vendor compliance, gift-wrapping, personalized gift cards, promotional literature insertion, custom warehouse projects, and item kitting or assembly for distribution with orders. Marlin Logistics & ContactNet takes pride providing value added service projects, and understands the importance of providing schedules and meeting deadlines. Marlin Logistics & ContactNet will comply with the client’s requirements to have set assembly and other special projects completed accurately and quickly. Marlin Logistics & ContactNet will provide daily progress reports on the key aspects of the special services projects in process. Marlin Logistics & ContactNet will keep the client fully informed as to the status of its requested rework and special services projects. Contact Center The eCommerce revolution has changed the way companies conduct business and communicate with customers. Internet technology has revolutionized the traditional contact center to support emerging technologies and has therefore increased customer expectations. Today's customer expects to communicate with companies through their interaction channel of choice, whether it is by Marlin Logistics & ContactNet 10
  • 11. telephone email, web chat or web collaboration. With competitors just a click, call or email away, it is critical that our clients improve the efficiency of all your communications and maximize the value of each customer contact in order to strengthen your brand, build loyalty, increase revenue, and boost profits. To do this you need to maximize your customers’ total experience with Marlin’s Customer Relationship Management solutions infrastructure that offer high tech systems and facilities. Supported by our state-of-the-art systems and software management technologies, your highly trained representatives are positioned to provide the strategic customer relationship element for businesses of any size. As your partner, our goal is to help you increase customer retention and maximize your profitability while minimizing the investment in equipment, facilities and systems. Whether you need customer support, telemarketer CRM solutions (inbound or outbound), or custom built eBusiness solutions; Marlin Logistics & ContactNet has the experience and skills necessary to build custom combinations of facilities and technologies that allow you to develop customer relationships for life. Our Customer Contact Center Marlin Logistics & ContactNet understands that a Customer Contact Center cannot be measured by metrics alone. The fundamental core of Customer Relationship Management is the process of understanding what it takes to attract customers and retain them through a personalized experience. Consolidating information within our contact data center allows your staff to traverse the environment with a clear understanding of how the customer perceives your organization. A premier Cisco Systems valued partner, Marlin Logistics & ContactNet utilizes state-of-the-art IP Telephony, Web chat and Web Collaboration combined with your highly trained staff of customer service professionals to insure the highest level customer experience. Our mission is to provide cost- effective, high-end, high-touch support infrastructure in a true partnership environment. Marlin Logistics & ContactNet understands that a Customer Contact Center no longer can be measured by metrics alone. The fundamental core of Customer Relationship Management is to understand what is going to make a customer contact you first, and return again and again. The initial contact must leave an impression with the customer of courtesy, professionalism, and satisfaction. Bring Your Call Center Agents and Supervisors. We Provide The Rest. Because our best interests – like yours – lie in creating and maintaining long-term customer relationships, we encourage you to recruit and retain only those Customer Contact Representatives who possess the skills and talent necessary to build a Marlin Logistics & ContactNet 11
  • 12. foundation of success for your business. Seeking individuals that have a passion for customer service and highly developed communication skills so that they can engage your customers in a friendly, intelligent and understandable manner should be your ultimate goal. When you hire Customer Contact Representatives, look for people who already live, breathe and love the Internet and possess an intimate familiarity with Internet technology and terminology. Train them to excel in Internet customer support and to learn every detail of your business. Keeping your representatives on the leading edge of learning about recent trends and changes in your business and industry provide you an edge against the competition. Our infrastructure and well-trained agents make the difference. This ensures the best possible representation of your business as well as retention of the best representatives who are interested in advancing their careers. Proper compensation and employee evaluation will also contribute to your benchmark employee retention rates. Inbound and Outbound Contact Center Agent Infrastructure In Place Our model of fully outfitted contact center agent workstations give you the flexibility to tailor any kind of customer support or marketing campaign that meets the needs of your company. Every station is configured with Cisco IP enabled phones, headsets, flat-screen monitors, high-speed internet, a PC and an easily supervised yet comfortable cubicle environment. Supervisor offices, meeting and training rooms, and break room faculties are all ergonomically designed for high-energy call center activities. Our Advanced Systems – IP Telephony Marlin Logistics & ContactNet is continually implementing leading edge technology into our Customer Relationship Management solutions. Our use of advanced technology services enables us to transform a contact center into a complete customer contact center capable of handling multi-channel customer interactions while blending incoming with outgoing contacts. Cisco IP Contact Center (IPCC) Marlin Logistics & ContactNet’s integrated, fault tolerant Interaction Center built on the Cisco IP Contact Center (IPCC), and provides the advanced technology and services required for superior functionality, reliability and dependability. ● Unified interaction channels for consistent customer communications over the web, phone, email, in person and with partners. ● True customer intelligence from data collected across the enterprise, using a single customer model, for accurate and timely information. ● Personalization using technologies and customer intelligence to make the buying, marketing and servicing experience effective. Combine this with our commitment to hiring and developing best of breed Customer Contact Representatives and you’ll see how Marlin Logistics & ContactNet delivers the competitive advantage Marlin Logistics & ContactNet 12
  • 13. by enhancing customer relationships one at a time. Cisco Systems, Inc. is the worldwide leader in networking for the Internet. Cisco's Internet Protocol- based (IP) networking solutions are the foundation of the Internet and most corporate, education, and government networks around the world. Cisco provides the broadest line of solutions for transporting data, voice and video within buildings, across campuses, or around the world. Marlin Logistics & ContactNet utilizes the complete Cisco System IP Telephony system as the technology backbone for customer service support. Inbound Telephony Marlin Logistics & ContactNet’s Inbound Customer Service Center has the resources available to help contribute to your success, 24 hours a day, 365 days a year, regardless of the project size. You can process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer additional services on your behalf. Through our customized messaging, detailed reporting and flexible call management capabilities, our Customer Service Center can take care of your customers’ concerns, allowing you to concentrate better on your business. We offer turnkey systems, facilities and support for the following types of inbound projects: • Taking Catalog Orders • Sales Lead Capture • Dealer Locate • Reservation/Appointment Setting • Forms Processing • Direct Response Contact Center Support • Website Contact Center Support • Telephone Answering Services • Voice Mail Services • Information Fulfillment • Credit Card Processing • Database Management • Toll-Free Telephone Numbers • Marketing Support • And much, much more! Web Support All eBusiness contacts are important! If you want to maximize your web presence and build customer loyalty, you must respond promptly and properly to each and every email and phone call you receive. With current research indicating that most companies profit from ongoing customer relationships much more than from hit and miss individual transactions, providing inadequate website support can be the single biggest mistake a company can make. Marlin Logistics & ContactNet can design a cost-effective website support program to fit the needs of your business so you may give your customers the support and attention they deserve. Marlin Logistics & ContactNet’s website support solution includes: ● Live web chat for your dedicated representatives ● Live email responses ● Web Chat, Email & Call Me Now Marlin Logistics & ContactNet 13
  • 14. ● eCommerce (B2B and B2C) When a customer arrives at your website, very often they have questions that require talking with a live person. Marlin Logistics & ContactNet puts you in direct contact with your customer, enabling our clients to increase customer satisfaction and capture valuable customer information. Your customer simply clicks on the web chat button, enters his/her name and phone number and is promptly connected with one of your representatives. If the customer wishes, your representative may call him/her back or they can immediately engage in a text chat. As the representative converses with your customer, they can co-browse web sites, share files or even assist in filling out web-based forms. Help Desk Our systems and software permit you to resolve complex support scenarios quickly and efficiently. As your extended support team, the contact center agents can thoroughly research resolutions to customer problems and ensure that issues are resolved to satisfaction. Our innovative resolution and follow-up CRM and web support technologies and capabilities have proven to enhance customer satisfaction and reduce operating costs. Through the utilization of our IP Telephony system coupled with our database network, Marlin Logistics & ContactNet is able to provide complete communication solutions to fit each customers needs. Through the development of Frequently Asked Questions (FAQ’s), customer profiles, product knowledge, and Common System Failure’s (CSF’s), your customer contact staff quickly and efficiently resolves technical and product issues. IVR Interactive Voice Response To assist your clients and to increase contact center effectiveness, improving customer satisfaction and reducing costs, Marlin Logistics & ContactNet offers Interactive Voice Response (IVR). We enable your customers to access automated information quickly and efficiently by means of a touch-tone phone, voice prompt or Advanced Speech Recognition, allowing Customer Contact Representatives to devote their time to customers with more complex concerns. Our high capacity, state-of-the-art, IVR system supports large-scale marketing campaigns and customer interactions, including: • Frequently asked questions • Automated product information requests • Computerized surveys • Secure credit card activation and authorization • Customer support applications • And various automated Internet applications Order Management Our custom-built eBusiness web integrated suite provides end-to-end order management, focused on several key features, including: Marlin Logistics & ContactNet 14
  • 15. Real-time product information: make real-time checks of inventory on hand and future supply and capacity. Search the full supply chain to determine the best ship date for the customer order. Instantly access product pricing and availability information. Comprehensive customer information: easily maintains comprehensive customer information and sales history and set up support teams to track sales commissions. Define sold-to customers and link them with multiple bill-to and ship-to customers. Log customer conversations and interactions associated with any Order Management document (order, quote, buying agreement, RMA). Order tracking: we can establish ordering and shipping defaults, including delivery calendars and prioritized shipping. Track orders throughout the fulfillment cycle from one easy-to-use inquiry panel and even provide real-time access to delivery information to your end users. Reporting Capabilities Here is a sample list of real time reports available to a retail/consumer products client. In addition to these standard reports, our system allows fully customized reports based upon program specifications. Agent Team Call Summary by Agent and Skills Historical Report Field Definitions Field Description Team Agent_Team.EnterpriseName from the ICM database for the selected team Agent Concatenation of Agent.LastName, comma, space, and Agent.FirstName from the ICM database for the agent or agents who are members of the selected team Skill Group Skill_Group.EnterpriseName from the ICM database for skill groups of which the agent is a member Calls Received Sum of the “Calls Handled” plus the “Calls Missed” plus the “Calls Abandoned” Calls Handled Number inbound calls from numbers external to the Call Manager cluster, both calls that the Call Router routed and non- routed calls, that the agent answered at some point and completed, including any wrapup time, during the selected interval Calls Missed Number inbound calls from numbers external to the Call Manager cluster, both calls that the Call Router routed and non- routed calls, that the Call Manager redirected from the agent’s telephone during the specified interval, because the agent did not answer within the time allowed before the Call Manager automatically redirects the call Calls Abandon Number inbound calls from numbers external to the Call Manager cluster, both calls that the Call Router routed and non- routed calls, for which the caller hung up during the specified interval, while the call was ringing at the agent’s telephone. Short calls are not included in this abandon count. Agent Out Calls Number of outbound calls to numbers external to the Call Manager cluster that the agent completed during the specified interval Marlin Logistics & ContactNet 15
  • 16. Xfer In Number of calls that the agent completed during the specified interval that were transferred to the agent from numbers internal to the Call Manager cluster Xfer Out Number of calls that the agent completed during the specified interval and that the agent transferred to any number. Internal Calls Number of calls that the agent completed during the specified interval that either the agent made to numbers within the Call Manager cluster or received from numbers within the Call Manager cluster Calls on Hold Number of calls of any type that the agent completed during the specified interval and that the agent placed on hold at least once. If the agent places the call on hold multiple times, the ICM recognizes the call as a “Calls on Hold” call only once. Total Talk Time Sum of the talk time, excluding hold time, for all calls that the agent completed during the specified interval, which are the calls included in the “Calls Handled” and the “Internal Calls” and the “Agent Out Calls” counts Avg Talk Time “Total Talk Time” divided by the sum of “Calls Handled” plus “Internal Calls” plus “Agent Out Calls” Total Hold Time Total hold time for all calls included in the “Calls on Hold” count Avg Hold Time “Total Hold Time” divided by “Calls on Hold” Total Wrapup Time Sum of the wrap-up time for all calls of any type that the agent completed during the specified interval, which are the calls included in the “Calls Handled” and the “Internal Calls” and the “Agent Out Calls” counts Avg Wrap-up Time “Total Wrapup Time” divided by the sum of “Calls Handled” plus “Internal Calls” plus “Agent Out Calls” Total Handle Time Sum of the talk plus hold plus wrapup time for all calls included in the “Calls Handled” count Avg Handle Time “Total Handle Time” divided by the “Calls Handled” Totals for Team For call counts and time spent, the totals for the selected team. For averages the average based on the team total counts and times. Grand Totals For call counts and time spent, the totals for all teams listed in the report. For averages the average based on the total counts and times for all teams listed in the report. Reporting Capabilities – Time Availability Type Description Real time The real time tables have names of the form t_<ICM object>_Real_Time. They hold a snapshot of the ICM object. Only one instance of a given real time record exists. The Call Router updates it on a frequent periodic basis. Because the Call Marlin Logistics & ContactNet 16
  • 17. Router updates the real time record, rather than create a new record, the number of real time records does not grow appreciably with time. Five minute The five-minute tables have names of the form t_<ICM object>_Five_Minute. The Call Router creates five-minute records at the end of every five-minute interval starting on the hour. Each five-minute record has a DateTime element that identifies the starting date and time of the five-minute interval. Each five-minute record is a new record. Therefore, the number of five-minute records grows with time. Half hour The half hour tables have names of the form t_<ICM object>_Half_Hour. The Call Router creates the half hour records on every hour and half hour. Each half hour record has a DateTime element that identifies the starting date and time of the half hour interval. Each half hour record is a new record. Therefore, the number of half hour records grows with time. Event based Event based records do not have a consistent naming pattern. The Call Router creates a new event based record of a given type each time the event occurs. The number of event-based records therefore grows with time. Marlin Logistics & ContactNet 17
  • 18. Technology Marlin Logistics & ContactNet is totally committed to state-of-the-art technology to support the Marlin business offerings. Marlin Logistics & ContactNet has achieved a technology base that is unrivaled in the 3PL industry, based around the following precepts: Infrastructure • Professional Computer Center (Data Center and Network Operations Center (NOC), with Inergen fire suppression, redundant power, generator backup, temperature and humidity control and security • 7x24 Monitoring of all critical systems in a staffed Network Operations Center • Redundant, fibre-based telecom system, with more than sufficient bandwidth • Redundant, load balanced Solaris and Windows 2000 servers Applications • In house development staff to ensure flexibility and rapid response • Use of Packaged solutions for reliability: Red Prairie WMS system, Cisco Contact Center software, Tandata Shipping systems, Microsoft Great Plains eEnterprise Financials. • Use of Proprietary systems where a competitive edge can be gained: Web-based Order Management tool (“EDGE”), and Customer Relationship Management (CRM) system for the contact center. The basic principles driving Marlin Logistics & ContactNet technology are: • All critical administration can be done via the Web by customers or by Marlin, including Inventory Catalog Management and Customer Management. • All Reports to the customers are available on-line via the Web. • Easiest system to set up new customers and catalogs • Buy or Build the best applications possible • Integrate all applications into a seamless whole • Architect all systems for ease of integration into Customers’ systems • Architect to allow all systems to be used together, for a comprehensive solution, or individually or in groups, for a customized solution. Marlin’s Technical Architecture, Integration and Capabilities Marlin Logistics & ContactNet provides a technical architecture that is state of the art, and supports the entire range of Marlin activities. The key to Marlin’s architecture is: • Flexibility: Customers can use one service or many from Marlin, and the systems will support it • Integration: All of the systems are integrated - orders flow from contact center to order management (or web to order management) to distribution center to shipping system to financial system - all seamlessly and electronically. • Robustness: The core systems are packages that are industry-leading systems in their own right. Marlin Logistics & ContactNet adds value in customization for each customer and in the integration and performance tuning. Systems have been tested, QCed and performance- verified to be high-throughput, high-accuracy, real-time systems Marlin Logistics & ContactNet 18
  • 19. The key systems in the Marlin Applications Architecture are: Contact Center Cisco Switch and Noble Systems Dialer provides a complete inbound and outbound contact center capability. This contact center can manage and handle a wide array of customer requirements. Standard contact center reporting is available for all of our clients. Custom reports may also be defined and developed based on client needs. CRM The Customer Relationship Management system is a proprietary system, designed specifically to interface with all the other Marlin systems and provide tracking of sales activities with prospects and customers. EDGE Order Management The Order Management system, called EDGE ties to the CRM system, so contact center agents can enter orders. It also provides an independent input of orders directly from customers and consumers from the web. It has a wide range of functionality including: inventory catalog management, credit card verification, order entry, shipment tracking, and extensive browser-based reporting. It is possible to see order status immediately from any browser anywhere. This system integrates with the CRM to receive orders directly from contact center agents, with the warehouse management system to ship orders, with the credit card processing system to verify credit card information, and with the accounting system to account for the transactions. Red Prairie Warehouse Management System Marlin uses a Warehouse Management System (WMS) from Red Prairie (formerly called McHugh), which is one of the very best WMS systems in the industry. It tracks orders and inventory by RF terminals, which are tied directly (wireless) to the system itself. The WMS system interfaces with EDGE and with the Great Plains accounting system. It also interfaces to the Tandata Shipping system for order manifesting by UPS, USPS or other transportation method. TanData Order Manifesting system Integrated to the Warehouse Management System we have a parcel manifesting system from TanData. This provides extremely efficient and accurate shipping of orders, with accurate rates. Great Plains Accounting System Marlin has the Great Plains eEnterprise Accounting System from Microsoft. This system is integrated with the EDGE order management system and with the Warehouse Management System. This assures accurate and timely financial reporting and controls. These systems are all housed in a state of the art computer center with 7x24 monitoring, redundancy and a scalable architecture. The attached drawing shows the relationship between the various systems. (See next page for drawing) Marlin Logistics & ContactNet 19
  • 20. Marlin Logistics & ContactNet 20
  • 21. Integration with Outside and Customer Systems Marlin Logistics & ContactNet provides a variety of services. In order to carry out these services, we have put together an assortment of computer systems to effectively and accurately fulfill the customer’s needs. Marlin Logistics & ContactNet has adopted flexible and scalable plug and play systems architecture. This architecture is interface driven so that every system that makes up of the business model of the client can be interchanged, thereby allowing our clients to deicide what technology best suits their needs. Some of the many services that the Marlin Logistics & ContactNet provides include fulfillment, e- tailing, financials, and contact center support infrastructure. Although these services have systems that function quite differently internally, they must also have systems that can communicate to each other in order for the entire business function properly. Marlin Logistics & ContactNet has accomplished this with its systems and some external systems by creating, maintaining, and adhering to sets of carefully defined interfaces. The integration between Marlin’s e-tailing and fulfillment software is done via an XML or CSV interface. Item, customer, and order information is generated via the e-tailing software, formatted to an XML/CSV schema relevant to the type of data the transaction reflects, and is then transmitted via FTP to the fulfillment software. Shipment notification generated via the fulfillment software is sent back to the e-tailing system in a similar fashion. XML/CSV formatted files as well as the FTP methods of transmitting files are both standards in today’s computer industry. Marlin’s implementation of these two standards to create an interface between fulfillment and e-tailing allows clients to quickly integrate their outside systems to better suit their own business needs. The integration between Marlin’s contact center solution and the e-tailing software is done via table to table. This implementation was a custom effort in order to provide the contact center with detailed information collected from the e-tailing portion of the Marlin solution. An interface point with an XML/ CSV request done via HTTP post exists within the contact center solution to retrieve information from the Cisco phone system. Another integration point existing within the contact center solution is a flat file importer that loads client information lists, such a leads list or an outbound call campaign list. By utilizing multiple methods of interfacing, the contact center solution can quickly integrated to other outside systems. Marlin Logistics & ContactNet can also process orders via EDI as another e-tailing and fulfillment solution. There are endless ways in which to get systems to talk, but by committing to a set of interfaces, the amount of time and work involved in getting them to talk is greatly reduced. Technical Infrastructure Marlin Logistics & ContactNet has an absolute commitment to maintaining a totally professional, redundant Computer Center. Marlin’s monitoring operations can oversee and prevent any business interruptions. Marlin uses the latest monitoring and management tools in the industry to minimize business revenue impact in case of equipment failures. All operations are monitored from Marlin’s Network Operations Center (NOC), 24 hours a day, 7 days a week, including holidays. Marlin Logistics & ContactNet 21
  • 22. Marlin Logistics & ContactNet utilizes Dell Servers to support our applications infrastructure. Our systems consists of fully redundant application servers for our Warehouse Management System (WMS), fully redundant servers for our shipping application servers, fully redundant application servers for our shopping cart engine, and a SUN database cluster where the database for the various applications reside. Marlin operates a data center where all of its servers reside. In addition to housing Marlin’s servers, the data center provides a robust, secure, and scalable environment for the operation of mission critical systems. Marlin’s facilities exceed the requirements of the most demanding eBusiness applications through a combination of system redundancy, security, and around-the-clock monitoring. Marlin’s Data Center infrastructure was designed to support a variety of operation requirements, from standard rack units in a cabinet to fully managed collocation and hosting solutions. The M The MarMarlin Data Center in Kissimmee, Florida All critical systems are housed in Marlin’s data center facility. Our data center includes all the amenities of a modern, data center facility. Power redundancy is supported by dual power grid feeds from the local power company, dual uninterrupted power supply (UPS) systems, and dual diesel fuel generators. Dual Heating, Ventilation and Air Conditioning (HVAC) units within our data center guarantee the integrity of computer and communications equipment and their valuable e-Business applications. Marlin Logistics & ContactNet's fire suppression system uses Inergen gas to extinguish any fire without damaging electronic equipment, protecting valuable information and physical assets. Security of our data center is achieved through a combination of biometric security and video surveillance. Marlin Logistics & ContactNet has an OC-48 with Broadwing Telecom and an OC-3 fully redundant fiber ring with Bell South, which runs through the Orlando Metropolitan area. Marlin Logistics & ContactNet operates several T1 connections with Broadwing for long distance and toll-free access, and Bell South for local access. Because most long distance carriers have point of presence (POPS) at the Bell South COs, and because of the amount of bandwidth available at Marlin's locations, there are no last-mile local loop delays when implementing new circuits. For Internet connectivity Marlin Logistics & ContactNet has a full OC48 with Broadwing and Metro Ethernet Connection with Time Warner Telecom. Marlin utilizes Border Gateway Protocol (BGP) to maintain alternate routing capabilities between its multiple backbone connections. In addition, we utilize dual processor core routers and switches to ensure that Internet access is always uninterrupted. Marlin Logistics & ContactNet 22
  • 23. Marlin Logistics & ContactNet has successfully marketed the use of the Computer Center for outside customers, in a co-Location outsourcing agreement. This is testimony to the quality of Marlin’s data center infrastructure. Disaster Recovery is more than making a single site redundant and “bullet-proof”. It includes planning for the ultimate disaster of the loss of the site. Today, Marlin has taken many steps to ensure quick recovery from loss of site. Our plan is to reconstruct the essential elements of the current infrastructure in an offsite location. Key elements of the plan are: • Offsite storage of backup materials. All software systems and data are backed up daily for storage off site. These materials are easily recovered for restoration on other equipment. • Infrastructure standardization: All Marlin infrastructure components, including Sun Oracle Clusters, Dell Windows 2000 Servers, switches, routers, and other servers, are all standard equipment, readily available from suppliers on short notice. • Redundant sites: Marlin has 2 buildings on campus in Kissimmee, Florida and access to many other sites through the ownership of the company. New systems could be set up quickly after receipt. The Marlin 7x24 Network Operations Center in Kissimmee, Florida Marlin Logistics & ContactNet 23
  • 24. Client Management Management At Marlin Logistics & ContactNet, Account Management is a critical part of growing both our business and the businesses of each of our clients. We believe that devotion to this area separates Marlin Logistics & ContactNet from other providers. We pride ourselves in developing the spirit and values of our client’s business within our environment. The Account Management Team Marlin Logistics & ContactNet Account Managers act as your advocate and serve as an extension of our client’s workforce. Our Account Managers are responsible for maintaining overall customer satisfaction, driving issue resolutions on a daily basis, proactively identifying business improvement opportunities, facilitating communication with key functional areas, and communicating daily with our clients. Our Account Management Team works with the managers of the other departments within Marlin Logistics & ContactNet to make sure the business operates smoothly and well according to the client’s expectations. Staff Marlin Logistics & ContactNet will service the Distribution and Contact Center Infrastructure customer by training and assigning Representatives and Distribution Center Associates as needed to support the performance and quality expectations. Our initial analysis shows that we will be required to staff: Number of Individuals Staff Position Function (Direct Labor) Off- Peak Peak Customer Service Calls, Fax, e-Mail, Mail, Quality Mgmt Credit / Claims Check Processing, Returns, Refunds, Claims, Disputes Distribution / Receipts, Inventory Control, Pick/Pack/Ship, Logistics Assembly, Traffic and Quality Mgmt. Marlin Logistics & ContactNet 24
  • 25. Executive Experience Comprised of industry experts from top-tier consulting firms and industry market leaders, the Marlin Logistics & ContactNet management team is well versed in developing solutions for a wide range of industries. Our management team has led Marlin Logistics & ContactNet from initial concept to present day - to create a well-established company. They are known for the quality of their work and their ability to analyze business trends and effectively design solutions to meet the needs of the ever-changing marketplace. They are dedicated to developing and delivering leading edge client solutions. Marlin Logistics & ContactNet 25
  • 26. Appendix 1: Edge Order Management Functionality EDGE FEATURES AND FUNCTIONALITY EDGE EDGE is a powerful, database-driven technology that empowers a company to utilize the internet to more effectively conduct business and interact with its customers, vendors, suppliers, employees, and other members. EDGE is an entirely internet-based, end-to-end transaction processing and information management system that enables your company to achieve complete automation and total integration of all its e- business processes. EDGE breaks the confines of traditional supply chain models by incorporating functions such as dynamic e-catalog and content management and real-time transaction processing, thus eliminating the barrier between client server and web technologies. EDGE technology enables your company to successfully deploy B2B and B2C process initiatives through an operating environment of interlinked modules that work seamlessly in real time, culminating in a simple web-based interface from which your entire enterprise may selectively view and control every aspect of its e-business. EDGE provides you with a comprehensive packaged suite of e-business tools that facilitate real-time online order processing, order fulfillment, interactive catalog and inventory management, shipping and tracking, e-banking, credit card authorization and processing. EDGE Technology EDGE technology is built in accordance with prevailing technology best practices, incorporated the most desirable attributes of the industry’s most successful, proven methodologies. Principles like these give your e-business unprecedented reach, fluid fulfillment capabilities and unlimited growth potential. EDGE is based on non-proprietary, universally standardized relational databases. EDGE’s JAVA/JSP middleware cleanly integrates user interface data with HTML, CSV and XML for data exchange and provides a fast, smooth transition between front-end pages and databases. EDGE’s non-proprietary server architecture offers a runtime environment for delivering high-volume e- business activity and supports load balancing. EDGE interfaces seamlessly with all Web portal technologies. Marlin Logistics & ContactNet 26
  • 27. EDGE provides a hierarchical security system that allows you to manage user navigation based on preset business rules and logic. This provides a multidimensional system-level control to regulate data and module access. Business Enterprise Management • EDGE application is internet based with architecture that was developed in accordance with industry standard best practices. • Globally accessible end-to-end e-business information and management tool that bridges the gap between client server applications and web based technologies. • EDGE technology seamlessly integrates the processes of a successful supply chain and migrates each one into a single module expanding your management capabilities. • EDGE consolidates all of your e-business process components into a single application with single point comprehensive functionality. • EDGE flexible system architecture allows it to be customized to fit multiple vertical application industry specific business processes and unique customer functional requirements. • EDGE is an intuitive browser based interface with a Web site appearance. It has a self- explanatory user-friendly toolbar navigation system allowing for easy access and training. Order Management • Real time visibility from order entry to final destination • Robust order sort and filter options • Sort criteria by defined or customized order and ship status • Global management capabilities • EDGE technology provides for multiple order entry methods Figure 1: Order Management Marlin Logistics & ContactNet 27
  • 28. Order Details • Order detail proving direct links to customer e-mail addresses, inventory, and shipment tracking information • Order depository with multi-tiered project access • Order note tracking for the life of the order • RMA (Return Merchandise Authorization) process completely integrated between EDGE and McHugh Warehouse Management System Figure 2: Order Details EDGE Visibility and Reporting Capabilities • EDGE provides reporting capabilities on numerous criteria via an excel spreadsheet or plain text file o Geographical sales activity (See Figure 3) o Sales activity by calendar month (See Figure 4) o Order detail which can be converted to a customized management report (See Figure 5) o Orders by shipping method (See Figure 6) o Report by specific inventory item (See Figure 7) o Report by specific member id (See Figure 8) Marlin Logistics & ContactNet 28
  • 29. EDGE Reports Figure 3: Geographical Sales Activity Figure 4: Sales by Calendar Month Marlin Logistics & ContactNet 29
  • 30. EDGE Reports Figure 5: Order Detail in Excel Format Figure 6: Shipping Method EDGE Reports Marlin Logistics & ContactNet 30
  • 31. Figure 7: Inventory Item Figure 8: Member ID Marlin Logistics & ContactNet 31
  • 32. Catalog Management • EDGE provides a dynamic catalog management tool • EDGE utilizes a multi-enterprise catalog system with product attribute access to various categories and projects • Changes within the EDGE catalog content are dynamically real-time reflected in your on-line shopping stores • Easily edit a catalog item within your sales inventory and immediately update your website • Add pictures, video, or text files to your catalog • Create and manage customized pricing schemes • Auto ship functionality at the item level Figure 9: Catalog Management Marlin Logistics & ContactNet 32
  • 33. Inventory Management • Oversee and manage all inventory functions dynamically • Real-time inventory visibility and reporting via an excel spreadsheet • Low-stock event notifications based on inventory levels and lead time • Integrates with state of the art Red Prairie (McHugh) warehouse management system • Backhaul functionality available at the inventory item level • Track item activity transactions by date range • Attach inventory to a specific warehouse or geographically Figure 10: Lowstock Event Notification Figure 11: EDGE Inventory Report Marlin Logistics & ContactNet 33
  • 34. Pricing Capabilities • Multi-level pricing schemes available at the catalog and inventory levels • EDGE offers the ability to set up pricing at the item level and to establish a default pricing scheme or a pricing scheme driven by login and password. • Variable pricing functionality providing dynamic real time edit capabilities Figure 12: Pricing Schemes Promotions • EDGE offers multiple promotional discount programs • Add or delete specific marketing and sales promotions in an instant • Promotion pricing capabilities at the order, item, or login and password levels Figure 13: Promotions Marlin Logistics & ContactNet 34
  • 35. Payment Plans • EDGE offers variable payment plan functionality • Payment plans are designed on a per client basis • Clients may offers multiple payment plan options Figure 14: Payment Plans Event Notification • E-mail event notification acknowledgement when an order is placed or shipped • Customized scripts of event-driven messages • Multiple recipient capabilities Figure 15: Event Notification Marlin Logistics & ContactNet 35
  • 36. DynaText • Our exclusive “Dynamic Message Board” management module lets you place content strategically throughout your web site and update in real time Figure 16: DynaText Banking • EDGE connects to your credit card authorization provider • Ability to view all pending monetary transactions Figure 17: Banking Marlin Logistics & ContactNet 36
  • 37. Security Administration • Dynamic multi-level secured access levels • Module access by client • Read, write, change, and delete access by user • Assign or restrict access rights of members and users Figure 18: Security Administration Memberships • EDGE stores multi-level detail or members (web users) • Offers various pricing schemes or promotions based on member login. Classify members into groups to administer access Figure 19: Memberships Marlin Logistics & ContactNet 37
  • 38. Logistics and Warehouse Management • Define warehouse shipping logistics locations • Allocate warehouses to geographic locations • EDGE allows automatic allocation based on zip or postal code • EDGE integrates with the Red Prairie (McHugh) warehouse management system • McHugh is a robust highly configurable solution that provides end-to-end inventory tracking and control • McHugh optimizes all warehouse functions and features a unique combination of task management and productivity • EDGE/McHugh offers an enterprise-wise supply chain management solution • EDGE offers various levels of shipping and handling pricing schemes such as weight, per item, or order total • Edit capabilities allows instant management of logistics costs • Real-time inventory viewing and reporting is offers within EDGE or through LENS, McHugh web-based inventory visibility tool • EDGE and LENS offers order detail at the shipment and inventory levels Figure 20: Strategic Warehouse Capabilities Marlin Logistics & ContactNet 38
  • 39. EDGE Logistics Management Figure 21: Multi-level Shipping & Handling Charges Figure 22: LENS (McHugh) Inventory Visibility Tool Marlin Logistics & ContactNet 39
  • 40. Appendix 2: Red Prairie Warehouse Management Functionality (LENS) LENS RedPrairie Visibility Tool Features Functionality Reporting Lens Visibility System LENS is the component of Red Prairie (McHugh’s) DigitaLogistix suite of products that is designed to maximize your logistics execution effectiveness by providing end-to-end visibility of inventory, orders and shipments across the supply chain. Essentially, LENS acts as a central repository of real-time logistics information captured from multiple DigitaLogistix suites and legacy host systems providing visibility to logistics information across the supply chain. LENS is configured to display up-to-date, summarized views of inventory, order and shipment information. These summaries, which are easily configurable to meet your unique information requirements, include unlimited levels of detail allowing users to drill down for more specific information. LENS captures and maintains on-hand, ordered, expected and in-transit inventory information, along with shipment information, from multiple DigitaLogistix sites and or legacy host systems. LENS is fully Web-enabled, which means that qualified users with an Internet connection can access logistics information at their convenience. Marlin Logistics & ContactNet 40
  • 41. LENS Overview In addition to serving as a central repository of information, LENS provides these features: • Easy Integration Process – To integrate with LENS, DigitaLogistic sites and external systems simply complete a subscribe procedure. Subscribing to LENS is accomplished with Logistix Integrator and consist of: o Notifying LENS that a site exists o Providing LENS with the information required to contact the site for real time information o Sending LENS a snapshot of existing on-hand, expected, ordered, and in-transit inventory quantities • Configurability – LENS can easily be configured to meet your specific information requirements. Individual database queries can be designed to present information based on a user’s role in the logistics execution process. LENS also supports a custom active server page (ASP) to be called directly from the menu option. This allows the user to perform more complex actions based on their own data needs. • Drill Down Capability – The LENS interface is designed to provide unlimited levels of information. Users can drill down until the desired level of information is reached. For example, users can drill down from summarized corporate information, to detailed facility information, and then to detailed inventory information. Marlin Logistics & ContactNet 41
  • 42. • Scalability – Multi-threaded remote calls allow LENS to directly query multi sites effectively. • Web Service Action Support – LENS allows you to perform action on site data. The Web action service can be any Logistix Controller component or structured query language (SQL) statement that allows for a change or action to be made to the data. Actions are also available from the menu options, allowing actions to be performed without first querying data. An example of a Web service action would be the ability to place inventory on hold. • Security – The information within LENS is password protected, ensuring that users can only access the information that is appropriate form them. • 3PL-Enabled – With LENS< third-party logistics (3PL) providers can provide their customers with convenient access to real time order status information. LENS Advantage By providing the benefit of a detailed supply chain visibility, LENS offers many logistics advantages. LENS is the solution that is designed to capture and present the events, resulting inn complete supply chain visibility. LENS offers the following advantages: • Respond dynamically to events that occur during the execution processes • Reduce network-wise inventory levels • Provide customers with remote access to order and shipment status • Maximize customer satisfaction • Inventory management visibility and control • Optimized warehouse operations across multiple sites • Reduced labor costs • Comprehensive reporting capabilities • Reduced annual freight costs Lens Summary View • Offers summary listing of all inventory by client • Ordered quantity reflects current pending orders Marlin Logistics & ContactNet 42
  • 43. Part by Site • Displays a summary of parts for a specified region • Includes information such as part number, current quantity, ordered quantity, and expected quantity • Sorted by region and part quantities represent regional totals Part by Region Summary • Display a summary of part quantities across multiple sites • Sorted by region and part quantities represent regional totals Marlin Logistics & ContactNet 43
  • 44. Part by Site Summary • Displays a summary of part quantities across multiple sites • Includes information such as part number, current quantity, ordered quantity, and expected quantity Available Sites • Displays a summary of subscribed LENS sites Marlin Logistics & ContactNet 44
  • 45. Global Order Information • Displays a list of global order information across all monitored sites • Includes information such as customer purchase order number, client ID, order number and ship to customer Shipment Line Information • Displays a list of shipment lines across all monitored sites for a specific site • Includes information such as shipment line ID, over-allocated amount, backorder, line status, processing priority, sales order number and pick quantity Marlin Logistics & ContactNet 45
  • 46. Shipment Information • Displays a list of shipments across all monitored sites or for a specified site • Includes information such as the shipment status, carrier group, carrier code, and tracking number Reporting • Reporting is accomplished by exporting to Microsoft Excel and using Excel’s reporting capabilities • All data captured by LENS can be filtered and exported to an Excel spreadsheet Client ID Order Number Order Type Ship-To Customer Customer PO Number Date Entered 2 11573 Customer Orders 12014 8/5/2002 15:47 2 11654 Customer Orders 108 5/8/2002 12:16 2 11694 Customer Orders 11668 5/14/2002 5:49 2 11695 Customer Orders 11668 5/29/2002 21:16 2 11721 Customer Orders 108 5/14/2002 14:46 2 11735 Customer Orders 11717 5/15/2002 8:46 2 11736 Customer Orders 11717 5/15/2002 15:55 2 11737 Customer Orders 11717 5/15/2002 16:41 2 11769 Customer Orders 36 6/6/2002 11:31 2 11789 Customer Orders 11776 5/24/2002 11:01 2 11794 Customer Orders 11780 5/29/2002 12:31 2 11800 Customer Orders 11792 5/31/2002 17:01 Marlin Logistics & ContactNet 46
  • 47. Appendix 3: Cisco Call Center Technology Call Center Reports Marlin Logistics & ContactNet customers are given access to reports on its customer service performance through the use of Monitor ICM, the reporting tool of the CRM functions of EDGE, Cisco Intelligent Contact Management (ICM), and Web View, the web-based monitoring tool of ICM. Reports are generated through the use of real-time tables, five-minute average tables and half-hour average tables. They can also be event-based. These tables allow the ICM software to provide the normalized collection of real-time and historical data necessary for mission-critical customer service reporting. The real-time tables hold a snapshot of the ICM object. The Call Router updates it frequently on a periodic basis. Because the Call Router updates the real time record, rather than creating a new record, the number of real time records does not grow appreciably over time. The Call Router creates five-minute records at the end of every five-minute interval starting on the hour. Each five-minute record has a Date/Time element that identifies the starting date and time of the five- minute interval. Each five-minute record is a new record. Therefore, the number of five-minute records grows over time. The Call Router creates the half hour records on every hour and half hour. Each half hour record has a Date/Time element that identifies the starting date and time of the half hour interval. Each half hour record is a new record. Therefore, the number of half hour records grows over time. Event-based records do not have a consistent naming pattern. The Call Router creates a new event- based record of a given type each time the event occurs. The number of event-based records therefore grows over time. Real-time reports provide current information about specific skill groups, services, trunk groups, peripherals, agents, routes, and scripts. The records are constantly overwritten by new data. Real-time records are updated every ten seconds. Historical reports provide the same information, for non-real- time data. Historical reports are generated from either five or thirty-minute intervals. On a per-customer basis, Marlin Logistics & ContactNet can customize the reports generated by ICM. Standard reports include agent reports, skill group reports, and call type reports. Agent reports display data returned per agent or agents. Agent reports can be generated on all or specific agents, and/or by agents in a skill group. Skill group reports display data returned per a specific group of agents who have a common skill. The agent reports and the skill group reports provide information on agent states, agent time allocations, and call counts. Agent state provides information on agent logon state, agent availability, and agent talk state. Agent time allocations provide information on agent available time, agent busy time, talk time, hold time, and agent not ready time. Call counts provide information on calls handled by the agents, agent out calls, transferred calls, and agent abandoned calls. Marlin Logistics & ContactNet 47
  • 48. Call-type reports can provide information on the dialed number or DNIS that ICM receives, customer- entered digits (CED), and calling line ID. Call type reports provide information on calls routed, queue activity, and calls sent to the skill group. Because multiple dialed numbers can point to the same routing script, call-type reports are useful in determining the number of calls received from different campaigns. Real-Time Skill Group Report Marlin Logistics & ContactNet 48
  • 49. Skill Group Call Summary Report Marlin Logistics & ContactNet 49