How Schneider Electric uses StarTrack’s technology to enhance its customer experience

Schneider Electric (SE) was born during the first Industrial Revolution. Over the past 180 years, the business has grown, pivoted and innovated to become a global leader in software, critical power and smart grid applications.

But SE hasn’t just used technology to establish a strong reputation in energy and sustainability. It has also used it to provide excellent customer service. In 2015, the company partnered with StarTrack to further enhance its customer experience.

Arslan Ahmad, SE’s Transformation Program Manager - Global Supply Chain, says the company’s delay management system is a key part of providing excellent customer service. StarTrack, he adds, was instrumental in setting up SE’s Track Your Post process, which enables SE to update its customers on any delays across the network.

“Our customers expect full tracking and end-to-end visibility at pace, and StarTrack has supplied these services to us over the years,” Arslan says.

“StarTrack also has a key focus on customer service and is consistently improving its own service levels. We've seen evidence of this through a reduction in customer complaints over the years.”

“We also share the same values on sustainability. These two areas of focus have built trust and enabled us to remain long-term partners.”

Driving efficiencies through innovation

SE’s Home and Distribution segment, which consists of electrical consumer products, makes up the largest part of its business. Arslan says this product range undergoes regular improvements and innovation to bring the best products in market to customers.

This range has expanded over the years which meant that SE’s deliveries with StarTrack have also had a boost. This is where StarTrack’s technology played a crucial role in increasing speed to market.

Arslan says the scanning and automated sortation and processing in StarTrack’s depots has been a game-changer, especially when coupled with the SE’s own technology.

“The combined innovation in our warehouses helped with processing orders, segregating them by mode of transport and making sure our freight is picked up on time. Our net speed to market is now best in class.”

“StarTrack’s automation has also boosted efficiency. Less manual handling means less errors and a turnaround time that’s faster than it was 10 years ago.”

Delivering for the future

SE’s partnership with StarTrack started with StarTrack Road Express. In 2018, it added StarTrack Courier for same-day delivery to improve the transit times it offered customers.

“To this day, we've yet to come across a delivery that StarTrack cannot deliver, “Arslan says. “We’ve had significant growth over the years and our deliveries with StarTrack have grown accordingly.

“At this stage, we’re in a position for growth and we're hoping that StarTrack will come along that journey with us.”