Zonal Case Study

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Zonal is a UK-based, family-owned connected technology provider, offering a comprehensive, integrated suite of technology solutions to more than 16,000 hospitality and leisure businesses across the country.

ByBox helped Zonal meet demand by utilising our warehouse facility and increasing the speed of repair. This has allowed them to improve efficiency, reduce costs and hit demanding SLAs.

Solution

Access to payment devices are crucial in the hospitality industry and ByBox worked with Zonal so that they could be quick to respond and limit any costly customer downtime.

By using ByBox’s warehousing facility over the weekend to store, pick, pack and distribute stock, engineers can place urgent orders during a Saturday and Sunday with the confidence that their parts will be ready to be picked up by 8am the next day.

All of Zonals parts are now delivered to ByBox lockers allowing their engineers to get on the road faster and start their first job earlier. Finally, ByBox’s Auto Reroute automatically redirects return stock, either back out into the field for good stock or back to repairer / warranty.

Challenges

Helping customers over the weekend

Zonal was struggling to support customers who required support over the weekends

Missed warranty claims on parts not returned in time

Caused by a long return repair loop

Wasted engineer time

Engineers had to wait a long time for parts

Benefits

Increased customer satisfaction

Dramatically improved customer experience through 7 day a week pre 8am delivery of parts to engineers

Tough SLAs are met

Urgent stock can be drawn off throughout the entire week

Improved warranty claims

Enabled by rapid handling of returns Increased productivity

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