Streamlining logistics with wireless

Bernard Williams of Zebra Technologies looks at how wireless technology is streamlining the delivery process

Over the past couple of years, there has been considerable discussion on the impact of wireless networking technology on businesses. Much of this has revolved around the concept of ‘mobile working,’ that is, of executives being given the option of working from home, the train, or even the beach by means of wirelessly connected computers. But in reality, wireless is not just about laptops and mobile phones, when used as a part of the right application, the technology can streamline logistics operations and enhance customer service in any number of industries.

For instance, courier companies can gain a spurt in their efficiency levels by the use of wireless enabled handheld printers and computers. Admittedly, this sounds less glamorous than the idea of working from the beach. But, it is these types of mobile applications that are likely to make a real and tangible difference to a company’s processes. Here, we look at some of the wireless applications adopted by postal and courier companies to build efficient and cost-effective delivery operations.

Automating the field force

Among couriers, mobile technology is gaining ground in the last mile of the delivery process where delivery personnel are given PDAs and printers to make quick entries of despatches. These PDAs let them collect signatures electronically, while the printer is used to issue receipts to recipients in case of recorded deliveries. In this process, delivery personnel are not required to carry bulky documents and the PDA eliminates the need for manual processing of information at the end of the day. To download any information the device can simply be ‘docked’ at a terminal in the depot. As more and more mobile devices become wireless enabled, they can be integrated into the operator’s network and details can be recorded and updated in real-time. In case of failed deliveries, instead of having to issue handwritten delivery notifications, delivery personnel can print out a receipt to be left at the address, while the PDA can be used to record these details to be updated at the main depot. Further, when delivery information is updated on a real-time basis, it helps to track the delivery status at any given point of time.

Taking a call

Before it takes a decision regarding the adoption of mobile technology, a company needs to have a clear idea of how this technology can be best used to optimise the delivery process. Secondly, the company should also look into the details of ergonomic design of the various devices. For any device to be truly ‘mobile’ it needs to be compact and lightweight, enough for the delivery personnel to carry along with packages and letters. At the same time, it still needs to be rugged enough to withstand the wear and tear of being carried around all day, with the possibility of being dropped on the ground and other such hazards.

The wireless depot

For companies adopting wireless, trimming costs is not the only item on the agenda. As the courier industry is getting more competitive, companies are looking to differentiate themselves by expanding services and creating new revenue streams. Wireless technology is said be a major catalyst, for companies to gain an edge over their competitors.

While wireless technology, provides obvious benefits in the delivery process, it can be of advantage in depots and sorting offices as well. The vast majority of parcels and mail require labels for identification as they arrive at the depot and much time is spent by workers trudging back and forth collecting labels to be matched against packages. Cutting down on this activity will inevitably free up time and make the operation more cost efficient. To give an example, take a depot with 25 shifts per week. Even if only 10 items need to be labelled every hour, with a fixed printer, a worker may take one minute to print and collect each label. The time spent collecting labels over the whole year adds up to 1,625 hours. In comparison, using a mobile printer, it takes a quarter of a minute to generate each label, so the label collection time is only 406 hours – a reduction of 75 per cent, which also leads to significant cost savings.

Additionally, by using barcodes or identification codes on the labels, information about the parcels that have been received can be entered or scanned directly into a PDA. A wireless LAN (local area network) in the depot allows for this information to be automatically fed into the central resource planning system. With best of breed mobile devices, basic printing and scanning functions can be combined with advanced control and management tools to enhance productivity and uptime. For instance, some mobile units can be equipped with a built-in smartcard reader to take credit card payments. From a service point of view, an application like this will also provide customers with the added security of not having to give their credit card details online or over the telephone.

Post-offices stand to gain

Wireless technology can provide similar benefits within a post office. Workers sitting at counters or even outside the post office can use hand-held computers and mobile printers to service customers waiting in long queues and prevent congestion during peak hours. On busy days, these devices can also be used to create postmarks and issue receipts. Additionally, Mobile POS (Point of sale) terminals can also be used to sell stamps, accept mail that requires special handling and for many other transactions. Moreover, the systems are less expensive than the cost of putting up new counters.

Wireless technology is all set to become a pervasive part of the IT strategy of postal and courier companies. However, for companies to reap optimum benefits from this technology, a broader view of its applications is a must.

Bernard Williams is the Sales Manager-Business Development Group EMEA at Zebra Technologies Europe Ltd. He develops new solutions with End Users across the European, Middle East, African and Indian continent. bwilliam@zebra.com