case-study

BACKGROUND

AGS has been a long-time partner with one of the top global companies that produce printing and imaging products, including Laser and InkJet printers, various multi-functional support products, printing supplies and services for business, military, hospitals, and individual customers. AGS provides white glove, multi-faceted service to this customer daily.

From the client’s state-of-the-art distribution center in Memphis, TN, which has the tag “Distribution Capital of the U.S.,” AGS handles multiple rollouts to this client’s customers on a daily basis. Customers include major retailers and financial institutions throughout the country. They handle multiple projects at the same time with various pickup and delivery requirements specific to each customer. Also, AGS manages the pickup, return, or re-deployment of equipment from customer sites.

AGS’ DEDICATED SERVICES:

NEW PRODUCT

AGS has many employees dedicated to servicing the client with coordination of multiple daily truckload (TL) pickups from the Memphis DC, of new product (“Refresh”) which ship throughout the U.S (including HI, AK, and PR) and Canada

STEADY STATE CUSTOMERS

The client’s customers that order product regularly and do not require project work are referred to as “steady state” customers. AGS has a pre-call process prior to delivery to these customers.

PROJECT SHIPMENTS

In addition, many “project” shipments require communication of predetermined dates and time of delivery, which also includes specific needs at the customer site, certificate of insurance, points of contact for the receiving facility, truck height restrictions, site surveys, elevator access, and any other customer requirements. AGS assigns dedicated project teams on an as-needed basis.

WHITE GLOVE SERVICES

100% of shipments for this client receive AGS’  “White Glove” service, which is one of the many specialties of AGS and includes multiple-person delivery teams, inside delivery to selected rooms in the facility, unpacking and removal of all packing debris as instructed, as well as any other requirements that the customer may request.

CUSTOMER RETURNS

In addition to the daily truckloads of outbound shipments, AGS handles customer returns, as well as the site-to-site deployment of printers. AGS contacts customer sites to schedule an appointment for retrieval times, and then dispatches multi-person teams to pack the return equipment on-site, record RMA numbers, label all equipment, and ship the product to the client’s return centers or customer sites around the country. The AGS Memphis Call Center makes over 200 calls daily to the client’s customers to coordinate asset recovery pick up dates and times for return moves and for the deployment of the product, i.e., shipping from one customer to another, and to coordinate deliveries of “refresh” products from the Memphis DC to the various customers.

DEDICATED ACCOUNT TEAMS

Although the client does not utilize myAGS.com for tracking, there is daily communication between the AGS dedicated customer account team, management team, and project coordinators via email, text, telephone and detailed spreadsheets that update each day’s activities and events for current project business, re-routes, returns, site-to-site moves and special requests such as crating services, exclusive and full truck moves, air freight moves and even barge service. The AGS dedicated customer account and management teams have their finger on the client’s pulse at all times, responding to requests, both regular and special, and coordinating all of the various activities mentioned above. This is an example of AGS’ willingness and ability to do whatever it takes to handle a client’s logistic, warehousing, and transportation needs and requirements.