CUSTOMER OBJECTIVES n Better visibility of potentially disruptive

events in a time-critical service network

spanning 19 countries

n Faster, clearer communication with

internal teams and with customers

n A more robust, proactive approach to

supply chain risks

DHL SOLUTION n 24/7 Resilience360 Incident Monitoring

from the Cisco Logistics Support Center

in Singapore

n Instant alerts to relevant personnel across

the region

n A comprehensive overview of risks and

incidents through a single portal

CUSTOMER BENEFITS n Earlier notification allows a proactive

approach to minimize the impact of

minor disruptions, and a more effective

response to major events

n Enhanced customer satisfaction through

clear, timely communication

n Better information to support network

planning and risk mitigation activities

CUSTOMER OBJECTIVES

As part of their ongoing efforts to improve the performance of

service operations – and the level of support provided to

Cisco customers – DHL Service Logistics and Cisco were looking for

ways to improve the ability of the network to cope with unexpected

events, from minor transport delays, which might affect delivery to a

single customer site, to major natural disasters that can dramatically

increase demand for replacement equipment, or severely disrupt

logistics operations.

DHL’s Service Logistics division is using Resilience360, the advanced supply chain risk management and incident monitoring platform, to provide more agile and proactive support to Cisco and its end-customers across Asia-Pacific, Japan and Greater China.Businesses around the world rely on hardware – like switches,

routers and servers – software and services from Cisco to run their

critical infrastructure. Their trust in the global IT leader is built on its

reputation for reliable, high-performing equipment and world-class

customer service. That’s why the company’s service and support

capabilities are a core part of its value proposition.

Across 19 countries in the Asia-Pacific region, DHL Service Logistics

manages a comprehensive service and support logistics operation on

behalf of Cisco. Hardware and spare parts are held in more than 80

rapid DHL fulfillment sites that operate around the clock, 365 days a

year, shipping replacement equipment to customers in as little as two

hours and coordinating closely with Cisco’s own sales, customer

support and technical teams.

CASE STUDY

RESILIENCE360 HELPS DHL SERVICE LOGISTICS KEEP CISCO CUSTOMERS RUNNING

USER VIEWS

“Resilience360 has helped us become more systematic in the way potentially disruptive events are identified, categorized and communicated to mitigate risk.”

Daniel Stewart, Senior Manager, Service Ops, Cisco Asia-Pacific region.

“In recent years, we’ve experienced several events that

had a big impact on operations,” says Christopher Stewart,

Director of DHL’s Cisco-dedicated Asia Pacific Logistics

Support Center in Singapore. “In 2015, for example, severe

flooding in Chennai in Southern India caused a lot of

equipment failures, and severely disrupted transport links

in the city. We had to act fast to find alternative operating

sites and ship in replacement parts. We realized we

needed a more proactive approach, with better planning,

better preparation and the ability to react in real time to

those kinds of events.”

DHL SOLUTION

DHL’s solution to the challenge was Resilience360, its

innovative cloud-based supply chain risk management

platform. Resilience360 provides access to a suite of

advanced solutions, including location-level risk analysis

based on historical incident data and real-time monitoring

of potentially disruptive events, all through a single,

integrated portal.

Resilience360 is now in operation in the Cisco Logistics

Support Center in Singapore. The platform includes a

comprehensive model of all the operating locations and

major freight lanes in the network. Those locations are

geo-coded down to the street address level, and

Resilience360 provides a detailed overview of the nature

and severity of supply chain risks at each node in the

network, helping Cisco and DHL to tailor their risk

management, mitigation and contingency planning.

Through Resilience360’s incident monitoring capabilities,

Support Center staff receive immediate notification of

relevant events as they are detected. From the Center,

alerts are relayed directly to relevant logistics operations

personnel, couriers, customer service teams and

technicians on the ground. That information allows them

to take the necessary action to prevent disruption,

coordinate their response to major incidents and keep

customers informed of any unavoidable changes to

shipment timing or availability. Plans are underway to

extend the model to cover other important places, like

key customer sites, and to link it directly to current orders

scheduled for delivery.

CUSTOMER BENEFITS

“Resilience360 has helped us become more systematic in

the way potentially disruptive events are identified,

categorized and communicated to mitigate risk,”

says Daniel Stewart, Senior Manager, Service Ops in Cisco’s

Asia Pacific region. “And when we show customers the

Logistics Support Center in Singapore with live incident

monitoring up on the screen, that really helps give them

the confidence that we take service and support

very seriously.”

In October 2016, for example, a typhoon threatened

several key transportation nodes in the Cisco network.

With the aid of Resilience360, DHL and its customer could

identify specific shipments at risk of damage or delay

because they were en-route to severely affected areas.

Those shipments were held at a safe location until the

weather had cleared, and affected customers could be

informed in advance of the delay. The system has similarly

helped the network manage the impact of numerous

smaller scale incidents, from rainstorms in Thailand to road

closures in New Zealand caused by forest fires.

The platform is also helping DHL and Cisco improve their

network and operations planning activities. Resilience360

can also support the risk assessment process when new

warehouse sites or transport routes are being considered,

for example, allowing the companies to pick secure

locations for facilities and target their investment in risk

mitigation activities.

“Resilience360 has provided another layer of proactivity to our Service Logistics offering. The solution enables us to anticipate and react to incidents in a more structured way, to understand the impact on our customer’s orders, and to ensure high service levels by mitigating unforeseen risks.”

John Farrell, President, Service Logistics, DHL Supply Chain