Supply Chain Management

Our long and wide working experience in IT and Telecom Services space and working with leading Global Brands gave us in-depth functional exposure and domain knowledge. This has enabled us to develop and deploy robust online CRM (Customer Relationship Management) and SCM (Supply Chain Management) tools for many Global Brands; successfully. HCL Care offers end to end logistics solutions in handling in-country logistics requirements. HCL Care offers various services as listed below:

  • Importation of components, Buffers/Replacement units
  • International shipping and pickup facility through its Authorized shipping/courier agents
  • Buffers, Replacement units and Customer Defective unit handling across country
  • Stocking and Warehousing at various locations in India to give the best logistics advantage and speedy replacement to customers
  • Export of Defective goods and components
  • RMA (Return Material Authorization)
  • Tie-up with best Clearing and handling agents for faster clearance and thereby saving cost on demurrage due to delayed clearance
  • International shipping and pickup facility through its Authorized shipping/courier agents
  • HCL Care ties up with the best shipping/forwarding agents for speedy pickup of goods from various global destinations and thereby reduces TAT and increase customer satisfaction

Spare Parts Warehousing

Salient features …

  • Central Warehouse located at Noida – It is well connected to all Repair Centres and our Regional warehouses at Delhi, Mumbai and Kolkata
  • Separate storage space for pallets, small components (bins), high value parts and climate sensitive parts
  • Robust online systems and processes
  • Periodic cycle counts, daily cycle count for high value parts and surprise audits
  • Standard, safe and customized packing material
  • 24x7 security and surveillance
  • Insurance for stocking and transit inventories
  • Employee safety and security trainings

Forward and Reverse Logistics

Spare parts logistics is vital component in service delivery and fulfilment, since it directly influences the resolution time. While the forward logistics is critical for customer satisfaction, reverse logistics is critical from cost and inventory perspective for vendor and service provider. India poses real challenge in terms of geographical spread, number of locations, regional and local state entry barriers. Non availability of dependable national courier service provider, compounds the problem. HCL has developed network of connecting warehouses, national and regional courier service providers to reach parts anywhere in India, to meet the agreed SLAs. Our central team monitors and manages the Road Permits, Forms, Octroi payments and other transit requirements. Every month we reach good parts and collect defectives from more than 200+ locations. Our unifying SCM system, Spare Parts Management System (SPMS), enables us to seamlessly manage more than 100,000 parts transactions, per month. PMS is integrated with online service delivery CRM system to provide online updates of part transactions – stock availability, demand fulfilment, courier details, stock in transit status, part delivery confirmation, etc. To meet critical customer SLAs, we provide 24 x7 special delivery services, through Hand Carry, Next Scheduled Flight connection, etc.

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