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In the telecommunications operator business, from when a product is ordered to when the client gets it there is a whole process of storage, handling and shipping that calls for extensive knowledge, not only of the process itself but also of how to use technology to manage it as efficiently as possible. In this respect, logistics operators are the ones who deal with managing the whole process of shipping mobile handsets, routers, SIM cards and other related products so that telephony operators can concentrate on what they really know how to do as profitably as possible.

When a person wants to change their mobile phone all they have to do is go to a shop, either physical or online, choose the right one for them, pay the price, switch it on and use it. An operation that takes a few minutes, but nevertheless requires a whole complex, costly logistical process from taking the order and storing the handset to handling, packing and shipping it, personalised installation, delivery and returns, with all the necessary documentation to register the service.

Dominion has managed to create a flexible, efficient, technological external logistics operator, perfect for telecommunications and other companies wanting to work in e-commerce without wasting time, money and resources on logistics when they can devote them to what they know best in each case: providing telephony and internet services, designing or manufacturing products. Like this it has worked for some of the top mobile telephony operators and technology firms in Spain, delivering mobiles, routers, televisions and computers, among other devices. The traceability of the whole process, the accessibility of the team and the cost savings involved have been the keys to its success.

Fully digitalised tracking

Our logistics operator can deal with the whole process involved, from when notice of purchase arrives to final delivery to the user with all the necessary documentation digitalised and completed to register the service required for the product. Thanks to the level of traceability achieved by DOMINION, the client is kept informed of every stage the product passes through before being delivered to the end user, whether this is an individual, a shop or the technical staff who will then install the product.

Because of new consumer habits, the demand for logistics operators has grown in Spain by over 5%, with turnover reaching over 4,500 million euros last year according to the Informa DBK sectorial observatory. Growth of 4% is expected for 2019 due to the dynamism of online shopping.

"We must always be ready to cope with the volume each client needs and do it as efficiently, profitably and quickly as possible," explains Salvador Arranz, the head of Eurologística, the DOMINION organisation responsible for this service. "And this tension means constantly searching for new technologies to help automate the process, deliveries and arrival of orders," declares Arranz.

Stages in the process

New orders arrive at the headquarters of the logistics operator. 100 handsets are ordered for a major telephone operator, to be distributed to its chain of shops. Staff go to the warehouse to put together the order. A status is allocated using a "Put to Light" system, passing through different-coloured indicators as the order is processed. All the displays are green; the 100 handsets have been placed correctly in the boxes and they are assigned a labelling code. Then they go onto the conveyor belt, and if their weight matches what it should be the boxes are taken to the assigned carrier. Those that weigh the wrong amount are separated out onto an error belt to check the reason for the difference.

Digital labelling on all of them will help the carrier to know what documentation they should ask for on delivery. All they need to do is scan it and return all the information required digitally. During this process, the information will be available in real time both at the coordination centre and at the establishment of the client being supported. "If it needs to be handed to a particular person and their ID scanned, it does this," they point out.

Where the client has asked something to be done to the handsets, the logistics operator also provides for this automatically so that the technical support staff can do the work before the purchase order arrives and the handsets will be in the warehouse ready for delivery. This might involve fitting a card or a screen protector, or updating software.

If final delivery also requires work to be done, all the information will be available in digital form on the label so that the installer can proceed with delivery, setup and installation correctly; this may be the case when delivering televisions.

However, delivery may be directly to the client, or else to installers or physical shops for them to hand them over to their clients or take care of installation. Nevertheless, the logistics operator will in any case deal with the internal logistics process, coordinating the reconditioning or destruction of old handsets that are handed over or thrown away by end users.

All the documentation generated during the process will be automatically attached to the initial request originally received by the logistics operator.

With capacity for 30,000 deliveries a day

Daily turnover can reach up to 30,000 orders, with the flexibility of adapting to meet each client's needs and charging only for orders dealt with. Thanks to the solution offered by the logistics operator service it is possible to outsource the complex process of delivering products and services, including when work by technical support, home installation or shipment throughout the mainland and islands are required.

In this respect, the distinctive added value offered by Dominion lies in its ability to run all the phases of the logistics process itself, from installation to actual management of the shops, meaning it can provide a comprehensive service.

It is now possible to stop worrying about logistics, enabling technology firms to concentrate on what is most important: developing new products and services.