Logistics specialist Schneider faced challenges coping with support requests for its mission-critical Oracle landscape. How could it establish smarter processes to keep core systems in peak condition?
Schneider engaged IBM Services to provide support for its Oracle systems, including trend analysis and documentation of best practices, helping to cut its support ticket count.
HelpsSchneider provide safe, secure deliveries, strengthening customer relationships
70% reductionin support tickets thanks to boosted performance of core systems
Over USD 1 millionper year saved on IT support, enabling investment in innovation
Business challenge story
Keeping cargo moving on land and sea
For over 80 years, businesses have relied on Schneider to provide safe, reliable delivery of goods to customers across the United States and beyond. What began as a family business with a single vehicle has grown into one of the nation’s largest trucking companies, operating at the cutting edge of logistics and transporting goods over distances equivalent to 360 times round the globe each day.
Shaleen Devgun, Executive Vice President and CIO at Schneider, begins: “Ever since our founder Al Schneider sold the family car to buy his first truck, we have focused on continuous innovation to ensure we deliver a differentiated customer experience. This has never been more important than today, as the transportation market undergoes rapid change.
“With the rise of e-commerce, for example, retailers are shipping more and more goods to buyers. At the same time, consumers are demanding faster delivery times, and the ability to track their shipment every step from the basket to their doorstep. This places extra pressure on us, but also offers us a great opportunity to use superior service quality as a competitive differentiator. To be able to react rapidly to emerging demands, we need to support our business with flexible technology.”
To help it stay agile, Schneider embarked on a major transformation project, replacing its legacy business systems with a suite of Oracle applications. In total, the Oracle environment encompasses 140 separate applications, including Oracle Transportation Management, Oracle E-Business Suite, Oracle Hyperion Financial Management, Oracle Data Integrator and Oracle Fusion Middleware, and supports diverse functions such as HR, finance and customer-facing activities.
However, the company soon realized it needed to reduce the number of support requests coming from users of the new environment. Shaleen Devgun explains: “Our existing support vendor was unable to offer a solution to drive the number of support tickets down. To ensure the highest level of service, we began to search for a new support provider. As part of our commitment to operational excellence, our goal was to cut the ticket numbers by half.”
Steering towards improvement
To keep its core business systems running smoothly, Schneider engaged IBM Services to provide support for its Oracle environment and its remaining Java-based legacy applications.
Shaleen Devgun elaborates on the selection process: “We assessed several vendors before deciding to join forces with IBM Services. As long-term users of IBM hardware, we had seen on many occasions the skills and experience of their teams. Also, IBM offered exceptional knowledge of the transportation and logistics category, and real expertise in Oracle systems. We felt they thoroughly understood the technical issues and offered solutions to improve.”
The IBM consultants delivered a comprehensive analysis of Schneider’s systems, identifying trends in the support tickets, and working with the Oracle product teams to address fundamental issues. The IBM team also created documentation and actionable guidance for the company’s technicians to boost the resiliency of its core business systems.
"Working with IBM continues to be an excellent experience,” comments Shaleen Devgun. “We were impressed by how they addressed both the immediate ticket count and put in place the repeatable processes we need to prevent the problems from returning in the future."
Delivering first-class services every time
With stellar support from IBM Services, Schneider is keeping its mission-critical Oracle applications in peak condition, helping to ensure goods always reach their destination on-time, however far they travel.
Shaleen Devgun explains: “The IBM team has significantly improved the performance of our Oracle solutions. I am happy to report that we have experienced a 70 percent reduction in support tickets.
“We were especially impressed by how quickly IBM managed to reduce ticket volumes. Having promised at the outset to cut the number of support tickets by half within two years, the IBM Services team achieved this within the first six months.
“With IBM’s support, our core systems are running much more smoothly, helping us provide safe, on-time deliveries for the companies that rely on our shipping services, and strengthening our customer relationships.”
Schneider has also secured massive cost savings as a result of working with IBM, as Shaleen Devgun explains: “With effective processes in place to prevent issues recurring, we have slashed our spend on IT support. Thanks to IBM, we are saving well over a million dollars per year – money we can now invest in developing valuable new services, such as industry-leading cargo security solutions.”
The company is also planning innovative digital transformation schemes, with IBM set to provide vital assistance. “We have new analytics, cognitive, and mobile projects in the pipeline. We will continue to work with IBM on those important issues,” says Shaleen Devgun.
He concludes: “IBM’s expertise in Oracle solutions is ensuring our core systems provide the rock-solid foundation we need to drive sustainable business growth and continuous improvement. We’re already excited about the next chapter of our journey, and with IBM at our side, we’re confident about succeeding in tomorrow’s transportation market.”
Schneider is an award-winning transportation and logistics company based in Green Bay, Wisconsin. Founded in 1935, Schneider offers services to include regional, long-haul and final-mile trucking, warehousing and supply chain management solutions, high-value and time-sensitive transportation, brokerage and intermodal shipping. The company operates around 10,500 trucks, 56,000 trailers and containers, and millions of square feet of warehouse space. Schneider (SNDR) was listed on the NYSE in 2017, and generates annual revenues of around USD 4.05 billion.
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