Case Studies How Henkel Uses FourKites Supply Chain Visibility to Improve the Customer Experience and Company Operations

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	How Henkel Uses FourKites Supply Chain Visibility to Improve the Customer Experience and Company Operations

How Henkel Uses FourKites Supply Chain Visibility to Improve the Customer Experience and Company Operations

Technology Category	Analytics & Modeling - Predictive Analytics Functional Applications - Fleet Management Systems (FMS) Sensors - GPS
Applicable Industries	Automotive Consumer Goods Healthcare & Hospitals
Applicable Functions	Logistics & Transportation Warehouse & Inventory Management
Use Cases	Fleet Management Supply Chain Visibility Track & Trace of Assets
Services	Software Design & Engineering Services System Integration
Challenge	Henkel faced challenges with visibility into the location of its in-transit shipments, which affected efficiency and customer satisfaction. The company needed to improve supply chain visibility to better monitor and benchmark logistics service providers (LSPs), track and troubleshoot late shipments, and minimize associated fees and penalties. Henkel also aimed to eliminate manual processes for tracking shipments, which placed a significant burden on customer service teams. Read More
About Customer	Henkel AG & Co. KGaA is a multinational industrial and consumer goods company headquartered in Düsseldorf, Germany. The company operates in various sectors, including aerospace, automotive, technology, healthcare, food and beverage, and consumer goods. Henkel's Adhesive Technologies business unit is a global leader in adhesives, sealants, and functional coatings. With a diverse team of over 50,000 employees worldwide, Henkel is committed to sustainability and innovation. The company reported sales of more than 22 billion euros in fiscal 2022 and is listed in the German stock index DAX. Read More
Solution	Henkel partnered with FourKites to enhance supply chain visibility and improve customer experience. The FourKites platform provided real-time visibility into shipments, enabling Henkel to monitor and benchmark LSP performance, track and troubleshoot late shipments, and reduce manual tracking processes. The implementation was staged, with dedicated project managers demonstrating the benefits to LSPs and securing buy-in from internal stakeholders. The platform allowed customer service representatives to access real-time visibility and up-to-date ETAs, improving their ability to track shipments and proactively share updates with customers. Sales reps and finance teams also benefited from the accurate delivery data provided by FourKites. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Functional Applications - Fleet Management Systems (FMS)

Sensors - GPS

Applicable Industries

Automotive

Consumer Goods

Healthcare & Hospitals

Applicable Functions

Logistics & Transportation

Warehouse & Inventory Management

Use Cases

Fleet Management

Supply Chain Visibility

Track & Trace of Assets

Services

Software Design & Engineering Services

System Integration

Challenge

Henkel faced challenges with visibility into the location of its in-transit shipments, which affected efficiency and customer satisfaction. The company needed to improve supply chain visibility to better monitor and benchmark logistics service providers (LSPs), track and troubleshoot late shipments, and minimize associated fees and penalties. Henkel also aimed to eliminate manual processes for tracking shipments, which placed a significant burden on customer service teams.

About Customer

Henkel AG & Co. KGaA is a multinational industrial and consumer goods company headquartered in Düsseldorf, Germany. The company operates in various sectors, including aerospace, automotive, technology, healthcare, food and beverage, and consumer goods. Henkel's Adhesive Technologies business unit is a global leader in adhesives, sealants, and functional coatings. With a diverse team of over 50,000 employees worldwide, Henkel is committed to sustainability and innovation. The company reported sales of more than 22 billion euros in fiscal 2022 and is listed in the German stock index DAX.

Solution

Henkel partnered with FourKites to enhance supply chain visibility and improve customer experience. The FourKites platform provided real-time visibility into shipments, enabling Henkel to monitor and benchmark LSP performance, track and troubleshoot late shipments, and reduce manual tracking processes. The implementation was staged, with dedicated project managers demonstrating the benefits to LSPs and securing buy-in from internal stakeholders. The platform allowed customer service representatives to access real-time visibility and up-to-date ETAs, improving their ability to track shipments and proactively share updates with customers. Sales reps and finance teams also benefited from the accurate delivery data provided by FourKites.

Impact #1	Henkel eliminated the burden on customer service teams to manually track shipments, resulting in significant time and cost savings.
Impact #2	Improved visibility led to increased transparency and accountability of LSPs, allowing Henkel to proactively address service issues and reward high-performing providers.
Impact #3	Accurate delivery data enabled Henkel to quickly verify or dispute customer claims of late shipments, reducing late fees and penalties.

Impact #1

Henkel eliminated the burden on customer service teams to manually track shipments, resulting in significant time and cost savings.

Impact #2

Improved visibility led to increased transparency and accountability of LSPs, allowing Henkel to proactively address service issues and reward high-performing providers.

Impact #3

Accurate delivery data enabled Henkel to quickly verify or dispute customer claims of late shipments, reducing late fees and penalties.

Benefit #1	Nearly 1 million LTL and FTL shipments projected to be tracked in 2023.
Benefit #2	Actual time of arrival (ATA) data available in minutes vs. hours.
Benefit #3	Measurable efficiency improvements in dispute resolution, crisis management, time savings, and cost savings.

Benefit #1

Nearly 1 million LTL and FTL shipments projected to be tracked in 2023.

Benefit #2

Actual time of arrival (ATA) data available in minutes vs. hours.

Benefit #3

Measurable efficiency improvements in dispute resolution, crisis management, time savings, and cost savings.

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Overview

How Henkel Uses FourKites Supply Chain Visibility to Improve the Customer Experience and Company Operations

Operational Impact

Quantitative Benefit