Eliminating Bottlenecks in Cargo Management with a Structured AMC Approach
A global marine cargo logistics platform faced delays, poor stakeholder coordination, and slow feature deployment due to an inefficient AMC process. These issues caused operational bottlenecks and impacted service delivery. INTECH streamlined the Annual Maintenance Contract (AMC) by defining clear SLAs, improving communication, and providing end-to-end support. This reduced response times by 50%, improved efficiency, and boosted user satisfaction.
The client is a global leader in supply chain logistics. They specialize in end-to-end solutions that facilitate the smooth flow of trade worldwide.
With a dedicated team of over 97,600 professionals from 158 nationalities, they deliver reliable logistics services around the world.
Their services span across every link of the integrated supply chain, including maritime and inland terminals, marine services, and industrial parks. They also offer technology-driven customer solutions to improve efficiency.
The client operates through a network of 295 business units in 78 countries across six continents. They have a strong presence in both high-growth and mature markets.
Despite their vast global presence and range of services, the client faced challenges in handling maintenance contracts and service requests. These issues prompted them to seek a solution that could optimize their internal processes and enhance communication across their teams.
The client faced significant delays in obtaining essential services due to longer-than-expected response times from their service providers. Additionally, scheduling preventive maintenance became a challenge, resulting in disruptions to their operations.
Key challenges included:
Service Delays
Slow response times from service providers resulted in prolonged downtime, causing disruptions to operations.
Preventive Maintenance Scheduling
Ineffective scheduling of preventive maintenance caused unplanned service interruptions and costly equipment failures.
Feature Development and Support Demands
Growing demands for new features and support for existing ones placed significant pressure on the team.
Inefficient Stakeholder Coordination
Poor communication between key stakeholders led to misalignment, delays in project timelines, and missed deadlines. This hindered progress and caused frustration both internally and with clients.
These challenges not only impacted day-to-day operations but also jeopardized their ability to scale and meet the evolving needs of their global customer base.
That’s how INTECH stepped in.
INTECH implemented a holistic solution designed to accelerate service delivery, ensure timely resolution of maintenance issues, and streamline communication.
Key features of the solution include:
Defined SLAs for Timely Resolutions
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INTECH worked with the client to establish clear and actionable Service Level Agreements (SLAs), specifying response and resolution times for different maintenance issues.
Incentive-Driven Service Providers
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INTECH introduced an incentive-based approach, motivating service providers to meet or exceed agreed-upon timelines. This helped reduce service delays and ensured that commitments were met on time.
Proactive Client Communication
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INTECH prioritized proactive communication with the client’s teams, offering timely updates on issue resolutions and project enhancements.
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This solution aligned internal processes with customer demands, fostering long-term success.
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Now, it was time for its implementation.
The implementation of INTECH’s solution followed a structured approach, ensuring all aspects of the Annual Maintenance Contract (AMC) were addressed.
Here is how we implemented:
Defining AMC SLAs
The first step in the process was to work closely with the client to define clear SLAs within the AMC. These SLAs specified the response and resolution times for various types of maintenance issues. Priority was given to urgent problems, and incentivization mechanisms were put in place for service providers to meet or exceed the agreed-upon timelines.
Integrating Service Providers
INTECH facilitated the integration of service providers into the system, ensuring they adhered to the newly defined AMC SLAs. This involved setting up clear communication protocols for updates, feedback, and tracking.
Automation of AMC Tracking
INTECH introduced an automated system to track and notify the AMC performance in real-time. This system monitored the status of service requests and tracked whether service providers met the agreed timelines.
Cross-Team Coordination
INTECH worked with the client's internal teams to establish a streamlined process for handling the AMC requests. Clear workflows were put in place, promoting efficient collaboration between different stakeholders.
INTECH’s approach helped reduce service disruptions, improve response times, and free up the client’s internal teams to focus on more strategic work.
INTECH’s AMC optimization led to measurable improvements across the client’s maintenance operations:
These improvements helped the client minimize disruptions, maintain uptime, and deliver consistent service at scale.
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Python: Powered the backend, handling complex business logic, secure API integrations, and efficient data processing.
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Angular: Drove the frontend, delivering a responsive, intuitive interface that enhances user experience on the web.
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Native iOS development: Delivered a fast and stable mobile experience for Apple users, enabling real-time service access and updates.
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Native Android development: Ensured full functionality across Android devices, supporting seamless, on-the-go AMC operations.
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