Lead story 02/18

Well integrated

All-round solution promote customer loyalty

A sales service provider for brands based in Bad Pyrmont was expanding and required additional storage space. It was planning to construct a new logistics centre. When Johannes Rohde, a member of the management team at Rhenus Warehousing Solutions, heard about this in the autumn of 2016, he and his colleagues started to develop an alternative concept: an integrated solution, which provides the DMV Diedrichs Markenvertrieb company with tangible benefits. The preparation work, intensive research and discussions lasted for months until everything had been completed but the dedicated work paid off.

„We create forward-looking customer loyalty programmes with our individual and integrated solutions. This is only possible if the two sides have shared ideas first.”

  (Oliver Loch)

Rhenus Warehousing Solutions has now been working to handle DMV’s incoming goods and orders since June 2018. “In the light of our high level of growth momentum, Rhenus offers us the greatest possible level of flexibility,” says Lars Diedrichs, the Managing Partner of DMV Diedrichs Markenvertrieb, with a smile on his face. Rhenus prepared the cooperation arrangement in a determined manner for twelve months and operated the logistics site for the full-service distributor, initially at its multi-user warehouse in Hille. The customer was also granted the option of purchasing the property in this special constellation.

Rhenus Warehouse Solutions thought and acted with a company-wide approach from the outset. The Service Center Real Estate became involved for the necessary restructuring work on the warehouse that measures 12,000 square metres, Rhenus CL Services organised the warehouse infrastructure, while Rhenus Media Services provided support with concepts for technically connecting online market places with their call centre unit. Pooling all these skills, combined with experience in the fields of making deliveries to retailers, handling hazardous items and storing them,finally enabled all those involved to reach their goal together.

Pooled expertise
But where exactly do you start if you want to understand a customer as a whole? “The customer’s requirements are our focal point of interest. It’s necessary to scrutinise them critically with a view to providing solutions, listen carefully to the customer during communications, analyse which potential solutions are paramount and beneficial and not stop questioning your own approach. Clearly defined and target-oriented team work and enthusiasm for the project are absolutely crucial to its success,” says Oliver Loch, International Key Account Manager at Rhenus Air & Ocean Europe, revealing the secrets. “Good account managers will look beyond the immediate task and visualise the complete supply chain. They need to know where the goods, products and raw materials are coming from and where they are going to. Then they can understand the customer’s needs, but also ask questions and develop new solutions,” says his colleague, Axel Mallon, Sales Manager at Rhenus Home Delivery, describing the company’s approach.

An integrated solution often involves several business areas. This is also the case with the logistics concept for the home shopping company, HSE24. The Air & Ocean business unit has been handling the global transport logistics for HSE24 since June last year. This involves, for example, sea freight imports from Asian countries and rail traffic from China, air freight shipments from the USA – and also managing suppliers, providing customs clearance and monitoring the supply chain. It was possible to start working with the Road business unit five months later – and it has been responsible for storing, picking and supplying the markets in Russia and Italy since then.

The customer decides when and how it would like to make its purchases
Launched on TV initially in 1995, HSE24 has developed into an omni-channel retailer during the last 20 years and is present along all the relevant channels – on TV, online, mobile and on social media. HSE24 has around 20,000 product lines in the fashion, jewellery, cosmetics, wellness, household as well as home & living sectors, across the German-speaking world. The Group has business operations in Germany, Austria, Switzerland, Italy and Russia.

One central contact partner for the customer Rhenus has been able to gradually take over more and more activities for HSE24 and believes that there is greater potential for the future – for example, through a comprehensive European sourcing concept. The integrated support for the customer already goes a long way. At peak periods, Rhenus provides assistance to ensure that the delivery of goods at HSE24’s distribution centre in Greven takes place on time.

“For us, integrated customer solutions mean that services from different corporate units at Rhenus are incorporated in an overall concept. This enables us to offer a complete solution from one source,” says Oliver Loch, explaining the situation. Axel Mallon adds, “If we provide integrated solutions, Rhenus customers benefit from only having one contact partner. It simplifies the customers’ logistics operations, because they no longer have to coordinate matters between different service providers and that consumes a lot of time.” There is another factor too. “Customers can expect consistently high quality and operational performance from us, which we can measure appropriately and improve,” Loch promises.

The third generation managing a long-standing company
The DMV Diedrichs Markenvertrieb family business was founded by the grandfather of the current shareholder in 1946. Since 2013, the company has not only operated as a distributor of health and beauty brand products and washing, cleaning and household products in Germany, but in Austria and Switzerland too.

“Only an integrated service provider is capable  of looking beyond its part of the supply chain.” 

(Johannes Rohde)

Integrated solutions create trust
Integrated support also creates very close relations with customers. “We’re able to recognise their needs much faster and draw up individual solutions and innovations, for example,” Mallon reports. His colleagues are well aware that customers really value this. “Customers appreciate things very much if we not only provide the services that have been agreed in the contract, but have our eyes open and are looking out for improvement potential too,” says Johannes Rohde. This is why many customers already involve Rhenus in their supply chain planning work nowadays.

“Rhenus is an excellent partner for integrated logistics concepts, because it has global operations with a large number of specialist networks,” says Axel Mallon with conviction. “We have enormous potential, because Rhenus offers an unbelievably high number of logistics solutions in many business units. This enables us to offer a complete supply chain for the most varied product groups.”

Index
Remaining articles of the same issue
Editorial 02/18

by Dr. Stephan Peters

Creating value added for customers means discovering what they need before they recognise it themselves. We therefore provide value added through our communications too by distributing information beyond the normal channels. This includes social networks. Our QR codes give you some idea of this.
Rhenus in brief 02/18

Rhenus Short News

Our Rhenus branch in Milan extended its cooperation arrangement with German logistics companies, Bursped and Köster & Hapke in January 2018. Since then, the new services have operated twice weekly,
Interview 02/18

Wood is a complex business

We are surrounded by wood on a daily basis, whether this comes in the form of furniture, floors or houses. The many products, which are made of sawmill residue, are less obvious wood chips that are processed into laminate or paper, sawdust to make wood pellets for generating energy or waste wood that is used to manufacture chipboard panels. Rhenus Forest Logistics specialises in providing the logistics and commercial operations for precisely these by-products from the timber processing industry. Astrid Unverricht spoke to its Managing Director, Heiner Höfkes.
Trends & Markets 02/18

EU and CHN draw closer together

China’s mega project, the New Silk Road including the sea route and land bridge, is designed to enhance international trade between Asia and Europe in the long term by providing more efficient infrastructure. Using its closely linked network along the Silk Road, Rhenus Air & Ocean has also specialised in these markets; this has taken place as a result of decades of experience and the development of its services in conjunction with its colleagues at Rhenus Intermodal Systems and Rhenus Road. Rhenus has particularly developed the relevant products for the new transport corridors along the land bridge and they combine the skills available at the different Rhenus business units, as Peter Cramm, Product Manager Landbridge Europe at Rhenus Air & Ocean N.V., and Carol Kong, Product Manager Landbridge Greater China at Rhenus Logistics China Ltd, explain.
Report 02/18

Transportation with a “Divine Mission"

The Hamburg office of Rhenus Air & Ocean successfully completed a very unusual project recently: the four-metre tall statute of Krishna reached its destination at the site of the Hindu temple in Hamm undamaged and on time after its long journey from southern India – thanks to the tireless efforts of all those involved in the project.
Sector 02/18

Let's get digital

The approach that the Rhenus Group is pursuing in many of its business units is to have one provider for all services. Digitalisation is one of the most efficient levers for this in document management. A team has been specially established in this field to pave the way for the digital future at Rhenus Office Systems.
New@Rhenus 02/18

Obtaining the correct shade

Anthracite grey, fire red, moss green: the selection of paints, varnishes and glazes, which Rhenus Warehousing Solutions mixes and shades on behalf of its customer Ewald Dörken AG, varies every day. No wonder, for there are more than 16 million different shades of colour in the world. The Dörken Group has already developed 1,600 paint formulations. The logistics is complex, sensitive and requires flexible adjustments to the manufacturer’s production procedures.
City 02/18

Melbourne down under

Melbourne started life as a small colony and developed as a result of the gold rush boom to become the second-largest city in Oceania. It is now one of the “most liveable cities” in the world, as many rankings confirm. And that is not all: Melbourne has been regarded as a pioneer in the transport sector for a long time too. The southern port city is also famous for its literary and artistic history.
Index
More articles of the same category
Lead story 01/20

Guided by your customers

There is nothing more valuable for a services provider that its customers. Their satisfaction determines whether the business is a success or failure. While many companies focus on short-term profits, stable and long-term partnerships are the key foundation for the Rhenus Group. To ensure that they prove successful, the logistics specialist is continually gearing its processes, services and products to its customers in a new way, checking them and adjusting them. Customer centricity is not an empty buzz-word for Rhenus, but its practical corporate culture.
Lead story 02/19

Combining Traditions And The Future

Continuity is one of the five central corporate values for the Rhenus Group. Logistics flows are changing continually and at an even faster pace. Technical innovations create new underlying conditions and options for solutions. The supreme standard for Rhenus not only involves just keeping pace with change, but pressing ahead and helping shape the process. In doing so, the logistics specialist with global operations maintains an important balance between tradition and future viability.
Lead story 01/19

Entrepreneurial Spirit

Successful companies are often characterised by their “spirit”. This is demonstrated in many different ways, such as a high degree of innovative capacity and the ability to make rapid decisions, a readiness to take responsibility for its own actions or even taking calculable risks – and, not least, by being able to accept mistakes so that it can learn from them for the future.
Lead story 01/18

The Five Rhenus Values

Rhenus focuses on intrinsic economic value The Rhenus Group’s annual management meeting in January 2017 proved to be particularly valuable, because it marked the starting point for developing the Rhenus values. The five essential values of the Rhenus Group were worked out and written down at a workshop that involved a large number of employees from very different units, countries or hierarchy and age structures. The values are: customer-focused solutions, employee orientation, entrepreneurship, integrity and continuity.
Lead story 02/17

individual, fast, autonomous

Tokyo at 7 a.m. in the year 2030: Ken Yamada takes the back seat in the driverless taxi that he has just ordered and answers his emails. The electric vehicle suddenly glides into the right lane, because it knows that there is a traffic jam at the next crossing. Yamada changes to a driverless underground train at a railway station and completes the last few metres to his office on a rented e-bike. Once he has arrived, he has already completed many tasks.
Lead story 01/17

Let's go

Rhenus offers varied opportunities for careers in the international field. Thailand, Russia or France: if people want to discover something completely new and unknown, huge opportunities are opening up for a varied professional career within the strongly growing Rhenus Group – and at many other places in the world.
Issues
More Logistics People