Industry: Logistics | Product: Adobe LiveCycle ES
As one of Australia’s leading express freight and logistics companies, Star Track Express enjoys a reputation for being a business that delivers on all the important things. As such, with an ever increasing number of forms and processes within the company but an error rate of approximately 5 per cent with manual forms Star Track Express were focussed on removing this error rate and delivering nothing less than outstanding customer service.
Whether it is providing customers with the ability to track and trace deliveries, monitor delivery performance or obtain a proof of delivery, Star Track Express is an organization that relies heavily on forms and processes. The front office systems of the organization has positioned Star Track Express as the leader in the express logistics market.
To ensure their goals were reached, Star Track Express wanted to carefully consider how they would automate the back office manual processes to create a streamlined and automated system that aligned with front office delivery.
Therefore Star Track Express decided to transition from manual systems to a suite of electronic forms for the back office.
Adobe LiveCycle solutions can be used to develop SmartForms and workflow processes – which enabled Star Track Express to deliver on their goal to create electronic forms and integrate them with back end systems and processes. After carrying out a cost benefit analysis of integrating electronic forms with a workflow system, and despite the consideration of other solutions, Adobe LiveCycle was decided to be the most comprehensive and user friendly business tool, and Avoka were the right company to deliver.
Avoka was chosen by the freights and logistics company based on the unique offering of unrivalled expertise in the field. As well as having an inimitable depth of experience and expertise in Adobe LiveCycle, Avoka lead the market with more qualified LiveCycle resources (including certified trainers) than any other company in Australia.
A recommendation to standardise Star Track Express’ form templates, commencing with an initial 30 forms was made by Avoka. Standardization was considered particularly important as the company had undergone three corporate name changes in just six years, and this had also resulted in several logo changes and stationery reprints.
The electronic forms were then integrated with the workflow solution, which not only reduced turnaround times but also made the process completely transparent. With the previous paper forms, if where there was more than one approval stage, it was not possible to know at which step a particular job was located. In workflow, each step can be tracked which prevents it ever getting lost in process.
Furthermore, the workflow delegates responsibility for each step of the process. If a team member is on holidays, it is easy to transfer the workflow step and delegate it to someone else, thereby always maintaining a streamlined and transparent process.
Overall, not only is the implemented solution easy to use and integrates with pre-existing core systems, but it also enables the pre-population and validation of data, instant submissions, electronic filing and the tracking of jobs. The entire process is automatic, resulting in a reduction in the error rate and improved customer service.
The introduction of 30 SmartForms is seen as just the beginning of the automation process of Star Track Express’ back office forms and procedures. It is envisaged the number of SmartForms will grow to hundreds as the solution is rolled out across the company.
In addition, the Star Track Express team is looking forward to the implementation of the Business Activity Monitoring (BAM) dashboard which will provide a real-time snapshot of the business processes.
