case-study

TRANSPORTATION AND WHITE GLOVE DELIVERY

AGS provides transportation and white glove delivery of computer towers (7 feet high) to customers nationally. In 2009, AGS delivered over 7,000 towers with 99% on-time delivery.

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Each shipment (valued over $ 250,000) required special handling, double strapping for transport, 2-man inside delivery and a pre-call delivery appointment from the AGS National Call Center to meet on site technicians.

NATIONAL DISTRIBUTION

From their Distribution Center, AGS handles the national distribution of PC’s on pallets to Social Security offices nationally.

• The AGS National Call Center receives daily spreadsheet emails from their Enterprise Bus Ops with delivery time requirements and contact names; AGS performs a pre-call to the customer verifying delivery requests.
• AGS updates the email with appointment confirmation and again with POD.
• Shipments require multiple man delivery to perform inside delivery.
• AGS provides, on request, a trash removal service of empty boxes and packing material, appointments are made to pick-up several days after delivery of the new product.

MIDWEST DISTRIBUTION

From their Distribution Center in the Midwest:

• AGS performs the nationwide distribution of palletized PC’s, notebooks, monitors and various printers and cartridges that deliver to every United States Post Offices in the U.S. Deliveries are time-specific and coordinated to meet the customer’s field installers on site.
• The larger Prime printers require 2-man delivery, room of choice, removing trash and assisting the installer as needed. Many of these deliveries have a one-hour delivery window between 8:30 am and 9:30 am.
• Daily conference calls and spreadsheet communication plus hands-on supply chain management are all included in the services provided for this program.

COMPUTER AND TECHNOLOGY DELIVERY AND REPLACEMENT

AGS recently completed a 2-year refresh program delivering new computer equipment on a pallet to every 7-11 convenience store in the U.S.

• Deliveries were made on the day and time specified by the customer from the Master Schedule provided to AGS when the program began and updated daily by email and confirmed by phone call to the store. Deliveries were made through the back door; if the skid could not fit through the door, the cartons were taken off the skid, taken inside and then re-palletized. The program also included pickup of the old computer equipment after it was de-installed; packing if necessary and return transportation to recycled providers in Tennessee and California.

AGS handles the retrieval and replacement of their laptops to Starbucks stores nationally.

• When a laptop is determined to be defective, AGS is notified to coordinate a pickup with the store manager either same day or next day. AGS is required to confirm serial numbers and asset tags as provided by the customer and pack each laptop for return to their Repair and Redeployment facility in Carrollton, TX. All information is then transmitted by email to them daily before 3:00 pm allowing them to process a replacement that is delivered the next day.

AGS handles deployment of new computer equipment from their configuration center in Dallas, TX to Morgan Stanley Smith Barney offices across the country.

• Deliveries are day and time-specific and require inside delivery to a specific room of choice. The program also includes the returns of old equipment. AGS contacts MSSB sites and set convenient day and times to recover, pack and serial number capture of each device. AGS handles coordination of all requirements between MSSB offices, building management and leasing offices. Serial numbers and equipment lists that are recovered are provided to customers via our website within 48 hours.

PARTS LOGISTICS

AGS provides its Parts Logistics service to support customer’s technicians installing new upgraded computer systems in the pharmacy department.

• AGS stores spare parts and devices at the local AGS facility and agent locations nationally and performs rapid delivery within 2 hours of a technician’s phone call received at the AGS National Call Center. Since all upgrades are performed after store hours and AGS often receives requests for delivery between midnight and 5:00 am. AGS shifts inventories and schedules part deliveries in conjunction with customer’s upgrade schedules.

WHITE GLOVE DELIVERY

During the first six months of 2012, AGS handled the transportation and white glove delivery of 700 computer towers to the Facebook technology center in Ashburn, VA.

• This was a high visibility program with the customer’s senior management requiring nothing less than flawless execution, exceptional communication and extreme care. AGS prepared a twelve page Standard Operating Procedure with specific instructions on how to handle this 96 inch high, 1,700 pound tower, including procedures for origin pickup at their campus in Houston, use of tip-n-tell indicators, in-transit strapping in trailers, final mile delivery by an AGS handling team and communications back to the their ESS group in Houston with 4-hour updates and play-by-play progress reports.
• During the summer of 2011 AGS performed a national distribution and White Glove delivery of a photo kiosk to a national Drug and Film processing retail center.