Case Studies

Motorola

General Background

Xonos has partnered with Cellective Case, the premier maker of cases and related accessories for the wireless industry. Cellective Case supports OEM’s, such as Motorola, as the licensee for carry-on solutions, (cases and lanyards,) in North America and Latin America. The company also supports other designer brands world-wide such as Sharagano, Reaction/Kenneth Cole, Cross and Hummer.

Together, Xonos and Cellective Case are able to offer cell phone manufacturers, operators and retailers the following:

• Online customization of goods, including engraving of phone backs, cases and charms
• Just-In-Time (JIT) production of embellished goods
• Private-label E-Commerce sites fully integrated into production and fulfillment processes
• First class customer service
• Real-time inventory, order and shipping tracking
• Support for in-store kiosk sales of customized goods

This partnership allows Xonos and Cellective Case to provide turn key solutions to clients with unparalleled operational efficiency, cost effectiveness and reliability.
The Program

Motorola has targeted customization as a key business initiative. Motorola’s first customization program allows customers to laser engrave RAZR cell phone backs with text in a variety of fonts. Orders are received from both Motorola’s and Cingular’s web sites.

The Challenge

• Integrate with multiple external E-Commerce sites to receive orders.
• Improve fulfillment times and reduce order cancellations.
• Validate customer order information to ensure that the customizations performed are possible.
• Maintain audit trail and alert appropriate staff via email of problems with orders or imported data.
• Support customer service with an easy-to-use interface allowing for input of data on customer interaction, monitoring of order status and shipping information and processing of returns and cancellations.
• Support production and fulfillment operation by routing orders to production facility for fulfillment.

The Solution

• Implement a customized order fulfillment system capable of receiving and processing orders from multiple sources.
• Provide customer service and order fulfillment personnel access to data in a useful manner.
• Integrate with 3rd party E-Commerce provider to automatically receive and enter orders into the system and provide order status electronically.
• Validate order information received from 3rd party E-Commerce providers against an integrated product catalog.
• Log all activity in the system and provide management reporting on important metrics such as order volume, fulfillment time, popularity of SKUs and other information.

The Results

• An integrated process and system for fulfilling customized cell phone back orders.
• Outstanding customer service, which provides customers with a single point of contact although multiple parties are involved in the process.
• Reduction in time to fulfillment from over a week to under 3 days.
• Elimination of order cancellations due to fulfillment delays and incorrect order information.
• 100% uptime of fulfillment system since inception in February