BT for Global Logistics Connecting logistics for better delivery Insert name Date Event / client
Major trends affecting global trade... An unbalanced economy Uneven global growth European recession US growth not robust AMEA growth and inflation Instant globalisation Trade exchanges at a faster pace Increased complexity in supply chains Increased risks and costs The power of the individual Internet, social media, ubiquitous connectivity Brand reputation more exposed Bypassing traditional distribution channels The end of limitless resources The take-make-waste model does not scale to 7 billion people Challenging access to cash, people and natural resources 2
Challenges for key segments of global logistics Logistics Providers Airlines Ports An unbalanced economy Pressure on margin Cost effectiveness and innovation key Operational costs reductions passenger self service and ancillary services Cautious infrastructure investment M&A trends Instant globalisation Speed of information, scalability and business continuity Greater collaboration between airports and airlines Intermodal logistics hinterland connectivity and wider SC integration The power of the individual End to end visibility across the supply chain Improving customer experience is number 1 priority Faster turnaround required due to consumer instant gratification trends The end of limitless resources Reduce CO 2 emissions better loading and distribution efficiencies Carbon-neutral growth by 2020 Commitment to cut emissions Optimize asset utilisation to limit unload Kms 3
But they also present great opportunities Aim Means Result Deliver faster and cheaper Competitive differentiation Closer, faster, more accurate collaboration Fast, reliable and mobile communications platforms 38% saving network cost Provide superior customer service Maximise the efficiencies of customer self-service Be resilient to ash clouds, flu or unplanned peaks Provide first-call-resolution customer contact Call time reduced by 30 seconds Optimise asset utilisation Automation and integration processes Reduce ship turnaround and discharge times Minimise unproductive yard movements Container port throughput up 25% 4
Networked IT drives competitiveness across logistics Logistics Providers Win and retain more outsourced contracts by improving Airlines accuracy, timeliness and service: Attract Improve more inventory freight accuracy (and and passengers) SKU fill rate by with differentiating networked on Ports superior warehouse customer management service: systems Maximise delivery in full on time (DIFOT) through online ordering and Secure Maximise delivery and scheduling profitability efficient online through booking optimum and customer asset self-service utilisation: BT provides networked IT services to: Global Single footprint view of to the support customer, client with expansion real-time plans booking and trading End-to-end information, Speed supply accessible vessel chain turnaround visibility from all to customer maximise and maximise service efficiency, terminal points accuracy productivity and Monitor avoid by using waste shipments All the networked major across global operational the airfreight 3PLs management community systems by putting carriers Minimise and forwards unladen on plant a common movements platform by using systems that Global communicate network 15 out to of dynamically support 20 of the sustainable world s with RTG, route top crane airlines expansion and truck drivers Integrate with hinterland rail, road and barge operators Prompt, World s accurate busiest and consolidated transhipment billing container through port integration and many of disparate systems international shipping lines 5
BT for Global Logistics Connecting Logistics for a Better Future Logistics Providers Deliver faster and cheaper Airlines Superior customer service Ports Optimise asset utilisation Logistics-specific Solutions Supply Chain Solutions Mobility Solutions Cargo Solutions Port Solutions BT Global Trace BT Warehouse Trace BT Inventory Trace BT Asset Trace Workforce Management Mobile Messaging Field Force Automation BT Air Logistics BT Smart Customs Container Terminal Resources Optimisation System Terminal Engineering Maintenance and Management System Powerful, efficient networks everywhere you need them Communications that unify your people, suppliers and customers Scalable contact centres to grow relationships with your customers Military-grade security services that protect your information Cost-effective and flexible computing services that adapt to demand Specialist expertise and advice to strengthen your business Applied Innovation Programme for your future competitiveness Global Service Operations 24/7 to ITIL standards with in-country engineers British Telecommunications plc 6
BT Connect Case study: DHL Network Transformation Scope 1000+ site network across 15 countries Security, IP Telephony People transfer Mobility Before and after From 100s to 5 vendors From diverse to standard SLAs From fragmented network management to a 24/7/365 telecom service desk From many MIS tools to a single service desk We transformed More than 700 locations upgraded 130 devices refreshed 380 routers deployed 500 new access circuits IPT platform with >5000 users Benefits Cost reduction Consumption based billing Vendor consolidation Technical innovation Visibility Online Portal Real time network management Application level visibility Predictability Pre-set SLAs Governance structure Ability to roll out new applications Service ITIL standard service organisation Improved security and compliance Emergencies down 65% By partnering with BT, DHL are enjoying significant cost savings, improved service and reduced risk, enabling them to focus on their core business 7
BT One Case study: Managed unified communications for a major 3PL Challenge Decentralized IT set up Fragmented governance Multitude of different channels Limited integration with partners Solution A single BT communications platform Based on Microsoft Sharepoint Global and fully integrated 15,000 users employees and partners Strong SLAs Value Total cost of ownership saving of 30% Benefits Cost reduction Integrated platforms and economies of scale Unified processes Increased Collaboration New ways of working beyond geographic boundaries Shorter lead times Simpler Management Transparency and harmonization BT unlocks synergy savings by leveraging the power of unified communications, enabling employees, customers and suppliers of this major 3PL to collaborate securely and cost efficiently 8
BT Contact Case study: Managed call centres for leading global airline Challenge Call centres could not keep up with the airline s rapid growth Dispersed call centers of different sizes Inconsistent service levels Customer experience and brand promise at risk Solution BT consolidated 70 contact centre sites into a single virtual environment 6 physical locations with over 1,500 seats Inbound, call centre software, call recording, wall boards Value Superior customer experience Improved first contact resolution and shorter queuing times Considerable cost savings as Average call handling time reduced by 15-30 seconds Improved flexibility and scalability Real-time access to customer data is a critical requirement for us as we expand globally, and BT was able to quickly identify our business demands. This deal will significantly enhance our ability to deal with customer interactions, leading to increased satisfaction for our customers and better cost control for us. Senior vice president, worldwide commercial operations, leading global airline Managed call centers delivering superior customer experience for leading global airline 9
BT Trace Case study: BT Trace and Applied Innovation Programme Challenge TNT wanted to improve the operational efficiency of its contract with Ericsson and enhance visibility across all elements of the supply chain: Accelerate delivery of spare parts to the field Optimise reverse logistics Enable performance reporting across multiple systems Solution Developed in a joint BT/TNT Innovation Hot House Collects and combines data from all supply chain partners, systems, sources and formats Delivers actionable intelligence via a portal Eliminates manual data entry From our early participation in an innovation Hot House, TNT was closely involved with the development of BT Global Trace. It is a great example of BT and a customer innovating together to help solve a major industry problem. Daniel Comerford TNT Contract Manager Value 16 % faster delivery to Ericsson customers End to end supply chain visibility Reduced inventory costs BT Trace enables TNT to provide 16% faster delivery and optimise reverse logistics 10
BT Enterprise Mobility Case study: Managed messaging for global express courier The opportunity Global 3PL wanted to improve customer service and avoid the cost of failed deliveries Solution A unique managed messaging solution A combination of off-the-shelf products and bespoke development Integration with back end systems Benefits Global solution, granular reporting and billing Choice of delivery dates Comply with client requirements Your Ipad will be delivered 09:00-12:00 on 19.10.2012. To change click here for 18.09.2012 here for 20.09.2012 or here for 22.09.2012 Value Scheduling and rescheduling of deliveries directly by customer over multiple channels Interactive SMS and email, iphone or Android apps Keep customers informed, enhance brand image Reduced cost of failed deliveries Improved customer experience Reduce incidence of failed deliveries Reducing the cost of failed deliveries and enhancing customer satisfaction 11
BT Port Solutions Case study: Process optimisation for Major East-Mediterranean Port Challenge Disconnect between planning and operations Information exchange was paper based Could not react fast enough to unplanned events Rescheduling and re-prioritising was difficult Asset utilisation was not optimised Solution BT Container Terminal Resource Optimisation System (CTROMS) Faster reaction to operational changes resending updated instructions to RTG, crane and truck drivers Value Container throughput increased by 25%+ No additional yard CapEx requirements Decreased penalties and billing issues Competitive advantage Benefits Cost reduction Capex savings due to better existing asset utilisation Decreased delay penalties Increased collaboration New ways of working between planning and operations Real time reaction to changes Competitive advantage Faster vessels turnaround More attractive to shipping agents Billing accuracy Container throughput up 25%, penalties reduced and capex avoided 12
BT a global leader in networked IT services BT Global Services is a global leader in managed networked IT services, operating globally and delivering locally, to help our customers thrive in a changing world What makes us different? Part of BT Group, with 20,000* people in more than 170 countries Core strengths in global networking, managed call centres, secure data handling, infrastructure and system integration Investment in supply chain innovation with customers Proven expertise in delivering global supply chain solutions Co-chairing the TATLO workstream, a WEF initiative to transform Travel, Transportation and Supply Chains Recognised as market leading for customer service and innovation World class partners BT adds value by responding rapidly to changing market conditions. We are very satisfied with the service. Davey Chen IT Director Air China * Equivalent full-time employees including both full and part time employees 13
14 Customer Showcases in Beijing, Hong Kong, London, New Delhi, New York, Shanghai, Singapore, Sydney, Tokyo bt.com/logistics