Apogee Case Study

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With over twenty five years’ experience, Apogee is Europe’s largest multi-brand provider of managed services, combining years of expertise and innovation to
transform the way organisations operate.

This unique approach provides businesses with the perfect combination of secure print, document and IT hardware and software, supported by a market-leading service operation to create a flexible workplace.

As an independent subsidiary of HP Inc, Apogee have the advantage of being part of one of the world’s leading technology companies. Their solutions are tailored to any organisation delivering super-efficient processes and automated workflows, helping businesses achieve their digital transformation goals.

ByBox worked with Apogee to identify ways of increasing engineer productivity to allow them more time to focus on customer satisfaction.

Apogee is able to hold stock in a number of Forward Stock Locations (FSL) and ensure that vital next day SLAs are met. This also includes parts sent out from their National Distribution Centre in Lincoln, to their engineers in Ireland the following morning.

We also introduced our Supplier Direct offering, providing a direct link between Apogee’s suppliers and, ByBox’s FSL and locker network, therefore eliminating unnecessary handling, transport and stock holding costs.

Challenges

Challenging returns process

  • Returned items were often damaged or unused
  • Slow returns process with reduced ability to track items

Unproductive engineer time

  • Engineers were unable to start their day earlier
  • Long drive time for engineers to pick up parts
  • Lost engineer time impacted the number of jobs
    completed per day

Difficulties achieving demanding SLAs

  • Unable to react quickly to customer requests

Benefits

Fully tracked returns

  • Increased visibility of returns
  • Returns can be sent directly to stock or repair, speeding up the return/ repair loop

Increased engineer productivity

  • Engineers can start work early and be prepared for their first job with parts in hand
  • Reduced travel time as parts are held closer to the engineer

Improved SLAs

  • Quicker turnaround as parts are securely held at the field service edge close to the engineer and customer
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