SNS boosts Ali Bin Ali customer service level

SNS, a leading provider of supply chain solutions in the Gulf and Middle-East, has implemented Infor Event Management at ABA, one of the largest retail and distribution companies in Qatar and the Middle-East. 

ABA is the exclusive distributor for P&G, Masterfoods and other products in Qatar as well as the 3PL provider for Nestle. ABA uses multiple systems to handle their varied and complex operations among which the Infor Warehouse Management and the eMIS ERP solutions.

To maintain control over their business procedures and their high performance standards, ABA needed an event management solution that closely monitors their operations at every step and sends immediate notifications on the occurrences of certain exceptions requiring urgent actions or interventions. SNS strong relation with ABA and their large portfolio of services and supply chain solutions ensured that the latters requirements were fulfilled.

The solution provided to ABA was the Infor SCM Event Management. Infor EM is not just an alerting tool but also provides escalation and management functionalities to defined business and operational rules. Infor EM offers an easy way to design exception rules by reading data from any systems database. Its web interface provides administrators with means to configure the system to send emails or SMS and notifications to specific personnel based on their job responsibilities and escalate these notifications to their managers when no action is taken.

Multiple rules were setup at ABA to generate different notifications such as alerts on stock that is near to its expiry date, shipment orders that are in risk of being delayed beyond their delivery dates, products in the warehouse that have critical pending replenishments and customers that have reached their credit limit.  The web portal of Infor Event management is enabling ABA users to login, track the exceptions generated, and collaborate to close them.

Monitoring our processes and performance became essential for us at this stage to maximize the benefits gained from our already implemented solutions commented Youssef C. Moussa, General Manager IT at ABA. We were able to highly boost our customer service level by immediate notifications on problems affecting our order fulfillment cycle. With an easy way to filter and direct notifications, users were able to respond to issues as they surfaced without being burdened with an excess of data.

Four years ago, we worked closely with ABA to implement a best-of-breed Warehouse Management system and since then we maintained a strong partnership assisting them in every step of their logistics growth said Mario Ghosn, General Manager of SNS. We are very pleased today to offer them a tool like Infor EM that provides them with a constant feedback on their performance, monitors the sanity of their operation and truly assists in optimizing their supply chain.


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