Panalpina Group case study

VodafonePower to you

Vodafone Global EnterprisePanalpina streamlines its global communications

Vodafone Global Enterprise

2

A global solution for a global leaderPanalpina, a global leader in logistics and supply chain transportation solutions, chose Vodafone Global Enterprise as its strategic mobile communications partner. A Master Service Agreement (MSA), implemented in 28 countries and managed by a single point of contact, is delivering standard terms and conditions, cost reductions, spend visibility and control.

The need

The Panalpina Group is one of the world's leading providers of supply chain solutions. It combines intercontinental air and ocean freight with comprehensive value-added logistics and supply chain services. With in-depth industry know-how and sophisticated IT systems, Panalpina provides globally integrated end-to-end solutions tailored precisely to its customers' requirements.

Headquartered in Switzerland, Panalpina operates a worldwide network of 15,000 employees across 500 sites in more than 80 countries. In addition, they have partners covering a further 80 countries. In all, Panalpina employs approximately 15,000 people worldwide.

With the business-critical nature of the services it provides, Panalpina’s staff develop close working relationships with customers and suppliers. Their ability to maintain regular contact while on the move is vital to their success.

However, Panalpina’s mobile communications were managed on a local basis with multiple contracts and multiple suppliers. Hugues Brokhes, Head of Telephony and Telecommunications at Panalpina, identified this as an opportunity to streamline the global communications infrastructure and generate efficiencies.

“We had no control over our mobile communications. We needed to understand our requirements in all our territories: who was using them, what were they using them for and how much was it costing. We couldn’t consolidate data on usage or spend. It was a situation that simply could not continue.

“We knew there was a big opportunity for us to improve the quality of our mobile communications and to make major savings too.”

Panalpina Group

3

“ Vodafone was clearly the best solution, looking at both quality and price. Like us they operate in many countries and there is a good fit between our two organisations.”

Hugues Brokhes,

Head of Telephony and Telecommunications,

Panalpina Group

The solution

As an organisation with a global reach, Panalpina needed a communications partner that could support it globally. Following a competitive tender process, Panalpina selected Vodafone Global Enterprise as its global partner for mobile communications. An MSA was signed, which provided standard terms and conditions for global voice and data communications but with the flexibility to support additional T&Cs at a local level.

Initially, the MSA covered four countries but it has since been extended to 28, with the potential for further expansion. More than 3,700 connections, including smartphones, are now covered by the agreement and the relationship is supported by a dedicated 24/7 call centre team.

“Vodafone was clearly the best solution, looking at both quality and price. Like us they operate in many countries and there is a good fit between our two organisations. The MSA provides a secure and flexible framework that allows us to adopt a consistent approach across our territories and take into account the specific needs of individual countries,” confirms Brokhes.

Vodafone Global Enterprise

4

Taking care of business

Moving to a single relationship with a trusted supplier was an important objective for Panalpina. Vodafone Global Enterprise’s model of appointing a dedicated Global Account Manager (GAM) fitted perfectly.

Panalpina’s GAM acts as a single point of contact, developing a thorough understanding of the business and acting as a trusted advisor. The GAM is responsible for overall customer satisfaction and account strategy as well as delivery against global targets.

Vodafone Global Enterprise also provides a network of National Account Managers (NAMs) to provide country specific expertise and support. Based in each country, the NAMs speak the same language, have a detailed understanding of local challenges and are responsible for delivery against local targets.

Close support also comes in the form of a Global Service Manager (GSM) who ensures that all technical aspects of the solution are managed efficiently.

“Working with Vodafone Global Enterprise is very straightforward and consistent, with our GAM taking care of all of the commercial aspects and our GSM looking after the technical aspects,” adds Hugues Brokhes.

“The roll out has been very smooth. We have regular meetings and they are always available to us when we need them. They get on with it and we trust them to take care of business for us.

“We regard Vodafone Global Enterprise as our partners, absolutely. They are always listening to us and providing solutions.”

Panalpina Group

5

Streamlined and transparent

Projected savings in call costs have also been delivered thanks to economies of scale, with the prospect of further savings as call volumes covered by the contract continue to grow. This discount for volume provides an incentive for growth.

In addition, roaming costs between countries under the MSA are transparent and consistent and global data plans help to reduce costs. Global benchmarking, inherent within the MSA, also ensures Panalpina receives the best possible tariffs.

Operational efficiencies are also generated. With the need to negotiate individual contracts and manage relationships with multiple suppliers removed, Panalpina staff can focus on supporting growth and innovation.

The use of a standard portfolio of devices has also simplified procurement processes and billing is now also streamlined and transparent, with administration reduced.

“We know that, overall, our spend has been reduced by 20 to 30%, depending on the territory, which represents a significant saving,” says Hugues Brokhes.

The savings are great but critically for Hugues, Panalpina now has greater control of its mobile communications and visibility of costs. Assisted by the use of Vodafone Spend Manager, Panalpina can now identify which countries are spending more month on month, the highest users and which mobile connections are not being used. This level of management and budgetary control was not possible under its previous arrangements.

With a further roll out to 10 more countries in the pipeline, Panalpina’s relationship with Vodafone is now well-established and the partners are looking to the future.

“We have great confidence in Vodafone, they have delivered and we expect to have a long partnership with them,” concludes Hugues Brokhes.

Vodafone Global Enterprise

6

Panalpina Group

7

Business Need:

Previously, Panalpina’s mobile communications were managed on a country by country basis with multiple contracts and multiple suppliers. With a presence in more than 80 countries worldwide, this represented an opportunity to streamline its global communications infrastructure, generate efficiencies and improve cost visibility and control.

Solution:

Panalpina signed a Master Services Agreement (MSA) with Vodafone Global Enterprise, which initially covered four countries but has since been extended to 28, with the potential for further expansion. More than 3,700 connections are now covered by the agreement and supported by a dedicated 24/7 call centre team. A Global Account Manager provides a single point of contact for Panalpina, supported by native-speaking National Account Managers.

Business benefits:

• Delivered savings on mobile communication spend of 20 to 30% with further savings predicted as the solution is implemented in more countries

• Roaming costs between countries under the MSA are transparent and consistent with global data plans also helping to reduce costs

• Global benchmarking, inherent within the MSA, also ensures Panalpina gets the best possible tariffs

• Assisted by the use of Vodafone Spend Manager, Panalpina now has greater control of its mobile communications and visibility of costs

• The use of a standard portfolio of devices has simplified procurement processes, while billing is now streamlined and transparent, with administration reduced

• A dedicated Global Account Manager provides a single point of contact responsible for overall customer satisfaction and account strategy as well as delivery against global targets

Executive summary

“ We know that overall, our spend has been reduced by 20 to 30%, depending on the territory, which represents a significant saving.”

Hugues Brokhes,

Head of Telephony and Telecommunications,

Panalpina Group

enterprise.vodafone.com

Vodafone Group 2013. This document is issued by Vodafone in confidence and is not to be reproduced in whole or in part without the prior written permission of Vodafone. Vodafone and the Vodafone logos are trademarks of the Vodafone Group. Other product and company names mentioned herein may be the trademarks of their respective owners. The information contained in this publication is correct at time of going to print. Such information may be subject to change, and services may be modified supplemented or withdrawn by Vodafone without prior notice. All services are subject to terms and conditions, copies of which may be obtained on request.

0287/10.13_8/ISM