Hako, the UK manufacturer of floor cleaning machines and street sweepers, takes pride in its after-sales service and aims to fix any breakdown on an engineer's first visit. The company supplies equipment to a wide range of customers; from local councils and hospitals to factories and some of the busiest shopping centres in the UK, including Meadowhall in Sheffield and the Trafford Centre in Manchester, visited by 25 million and 30 million people a year, respectively.
When Hako encountered service problems with its 'in-van' supplier of spare parts, it turned to parts distribution company ByBox, the company which has revolutionised the distribution of parts to the UK's field engineers.
The result was that Hako's team of 30 field engineers who serve the whole of the UK became more productive and Hako were better able to track the exact location of their stock thanks to ByBox' Thinventory system.
ByBox's successful formula is a network of more than 18,000 drop boxes at 1,350 locations across the UK, to which parts are delivered pre-8am ready for Hako's engineers to pick up before the start of their day's work.
After the switch to ByBox, engineers were able to fit in more jobs per day because they were not spending so much time waiting for parts to arrive. On average engineers travel three miles from home to pick up deliveries.
They are also able to re-route unused, damaged or faulty parts back to Hako through the drop boxes, with the Thinventory stock management system, developed by ByBox, tracking the parts at all times.
"Our first fix level is of paramount importance to us and it is imperative we get parts overnight to our engineers without fail," said Ros Morris, Operation Support Manager at Hako.
"We have been very pleased with the ByBox service and especially the fact that ByBox keep us informed."
The ByBox philosophy is to put the customer first and each week Hako receives reports from ByBox on key performance indicators which show all the statistics relating to their successful and failed deliveries, their returns and their customer support calls.