DHL is one of the largest express logistics companies in the world, providing solutions in over 220 countries. In the United States, DHL has four business units; Supply Chain, DHL Express, DHL Global Forwarding and E-Commerce. Within the Supply Chain business unit, the company operates a fleet of more than 7,000 forklifts across multiple locations, recording the fleet's operating expenses in more than 500 cost centers.
With such a large fleet, DHL schedules thousands of service calls annually for both routine and unplanned maintenance across over 400 locations. The company attempted to use a system to track and maintain invoices for repairs on all of their forklifts but experienced problems with late invoices, lots of time invested in manually researching and processing charges and little to no visibility into service history. Management devoted about four hours of each week to resolving billing issues and ultimately had to rely on educated guesses regarding budget impact due to the lack of meaningful data. Making informed repair or purchase decisions was completely out of the question. All of the costs and problems associated with the system had DHL questioning their process.