Shippeo Case Studies Enhancing Customer Satisfaction and Reducing Costs with IoT: A Case Study on Rubix
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Enhancing Customer Satisfaction and Reducing Costs with IoT: A Case Study on Rubix

Shippeo
Analytics & Modeling - Predictive Analytics
Analytics & Modeling - Real Time Analytics
Electrical Grids
Transportation
Logistics & Transportation
Maintenance
Last Mile Delivery
Supply Chain Visibility
Rubix, Europe's largest supplier of industrial maintenance, repair and overhaul (MRO) products and services, faced a significant challenge in improving customer satisfaction and reducing operational costs. The company, with 650 locations across 23 European countries, employs over 8,500 employees and serves more than 220,000 customers. However, the company's annual customer net promoter score (CNPS) survey revealed that customers desired better visibility of their order statuses, including access to shipping URLs, event information, and delivery confirmation. This lack of visibility impacted a significant portion of Rubix's 3,000 customer service staff across Europe, who had to handle delivery inquiries over the phone, requiring further inquiries with carriers and drivers. Furthermore, many of Rubix's customers operate large-scale assembly lines, relying on on-time delivery of critical components daily to ensure efficient operations and high standards of quality.
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Rubix is Europe's largest supplier of industrial maintenance, repair and overhaul (MRO) products and services. The company prides itself on making customers’ lives easier and creating value for their businesses with their technical and industry-specific expertise. Rubix is the leading distributor in bearings, transmission and automation, fluid power, machining, assembly, tools and protective equipment. With a presence in 23 European countries through 650 locations, the company employs over 8,500 employees and serves more than 220,000 customers. Some of their top key brands include Brammer, Buck & Hickman, Giner, Julsa, Minetti, Montalpina, Novotech, Orexad, Robod, Schäfer Technik, Syresa, and Zitec.
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To address this challenge, Rubix implemented Shippeo's real-time transportation visibility solution. This solution allowed Rubix's supply chain team to ensure predictable, stable, and consistent service levels by leveraging improved transparency. Shippeo's solution facilitated a more granular level of visibility, offering customers a premium service where they were sent links providing live delivery status and location information. This not only improved the customer experience but also reduced the pressure on customer service teams, improving their productivity. The increased visibility also helped build resilience and agility by offering a greater amount of data and predictive insights, speeding up strategic and tactical decision-making ability. Furthermore, by using Shippeo as a data aggregator, Rubix aimed to centralize and standardize business systems and processes throughout several of their European operations.
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The implementation of Shippeo's real-time transportation visibility solution had a significant impact on Rubix's operations. It not only improved the customer experience by providing them with real-time tracking of their orders but also reduced the workload on the customer service teams. This resulted in improved productivity and efficiency, leading to significant cost savings. The increased visibility and predictive insights also enhanced the company's strategic and tactical decision-making ability, making the difference between success and failure. Furthermore, the use of Shippeo as a data aggregator helped Rubix centralize and standardize its business systems and processes across its European operations, further enhancing operational efficiency.
Up to 2 hours saved daily by customer service staff
Increased Net Promoter Score (NPS)
Over €900k savings per year
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