UK logistics and supply chain management company ByBox is providing services for Air LinkSystems, a supplier and installer of pneumatic tube systems for safe transfer of cash and
documents.By delivering spare parts and equipment to one of its 18,000 dropboxes all over the UK, ByBoxenables Air Link to offer quick repair services to its customers. To ensure that its systems runsmoothly, Air Link’s engineers need to have fast access to spare parts.
As previous delivery contracts turned out unsatisfactory results for the company, it has chosento rely on ByBox’s innight delivery combined with its dense dropbox network. The network comprisesenough lockers to ensure that, on average, one can be found 2.5 miles from an engineer’s homeaddress, where he can pick up the parts before the start of his working day. This allows for quickresponse times to repair queries.
As a means to monitor customer satisfaction and to allow customers to voice their demands, ByBoxuses a Weekly Healthcheck. Every customer is asked for a scoring of ByBoxes services and forfeedback on the weekly performance. This evaluation is then stored in the company’s web system andforwarded to the executive team, which can take measures to counteract any unresolved issues.
Marlene Mousley, Service Manager of Air Link Systems, comments: “The delivery rate for ByBox isexcellent, we have not been let down and are very confident in the service. The phone call we geton a Friday asking for feedback on ByBox’s performance that week is great because if we did haveissues they would be sorted out very quickly. We have also been invited to the warehouse to see thesetup and it was interesting to see how it all works. ”
Apart from its UK operations, ByBox also has networks in France, the Republic of Ireland and theBenelux, counting Coca Cola Enterprises, Ricoh and Computacenter among its list of customers.
