Customer Service WINNING WITH CUSTOMERS Doesn't Have to Cost the Earth Over the last decade companies have looked to increase their competitiveness through, among other things, outsourcing. Despite this, there's a distribution team at HEIN EKEN that's proving that doing things 'in-house' can be cheaper, greener, faster and more flexible. But, most importantly, over 98% of customers are receiving their orders accurately and on time. T he distribution team in question is part of HEINEKEN's Export Global Duty Free OpCo. As well as handling HEINEKEN exports to other markets, with full accounts, marketing and operational support, they are also responsible for delivering to duty-free stores, airlines, cruise liners and armed forces around the world. These deliveries are handled separately as they require complex customs paperwork, special bonded warehouses, and often smaller volumes of mixed products with a short lead time. Bringing Logistics In-House It was precisely this distribution expertise that led Ton Oostrum, Customer Service Logistic Manager for Export Global Duty Free to challenge the benefits of outsourcing the logistics for technical equipment and installations such as the David Green draught systems and Heineken® Extra Cold tap. "Bringing logistics in- house really goes against all of the business lessons of the last decades," says Ton. "But with our proven export logistics operations already in place, it was easy to take this model and apply it to technical equipment and installations with just a few minor alterations." Ton's team has been successfully running logistics in-house since 2011. Spotting Errors The advantages of running logistics in-house are clear to Ton: "Firstly, nobody knows our products better than we do. By outsourcing to a third party, you have limited control over the knowledge of the people who are Edition 1 2013 World of HEINEKEN

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World of Heineken | 2013 | | pagina 17