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Customer Overview
The customer is one of India’s leading two‑wheeler manufacturers with a vast operational network comprising multiple plants, regional distribution centers, transporters, 1000+ dealers and 23000+ associates. Their logistics ecosystem involves complex processes such as truck planning, load allocation, compliance checks, gate and dock movements, inspections, proof‑of‑delivery management, and MIS reporting.
Business Challenges
The organization relied heavily on manual, error‑prone processes for its logistics operations, leading to delays, inaccuracies, and lack of transparency. Real‑time visibility into truck movement, transporter performance, and plan‑versus‑actual data was missing due to the absence of unified dashboards. Manual compliance checks for vehicle and driver documents increased the risk of expired or incorrect documentation. Exception handling for non‑conforming trucks, inspection failures, or damage/shortage cases lacked defined workflows. Integration with external platforms such as Parivahan, SAP, SSO, SIMBA, and dealer systems was limited, causing operational bottlenecks. Additionally, IT service management processes suffered from weak SLA adherence, inefficient incident management, and very little automation.
The Solution
Birlasoft implemented an end‑to‑end digital Truck Management System (TMS) on ServiceNow platform (AppEngine) covering all key logistics operations across the customer’s pan‑India network. The solution included automated truck allocation, digital load management, integrated Parivahan validations, and comprehensive gate‑in/gate‑out workflows. Role‑based access enabled transporters, logistics teams, quality teams, security, and dealers to operate on a unified platform. A mobile‑first experience enhanced adoption among transporters and dealers. Real‑time dashboards offered visibility into truck movement, inspections, KPIs, and plan‑versus‑actual performance. Additionally, Birlasoft strengthened ITSM maturity by deploying standardized, SLA‑driven processes with clear escalation paths and improved incident lifecycle management.
Value Delivered
- Achieved 90% automation across truck management and logistics operations.
- 95% digitization achieved across gate in/out and inspections, eliminating manual controls
- Improved ITSM maturity through standardized processes, SLA compliance, and streamlined incident management.
- Significant reduction in logistics and operational costs through end‑to‑end process digitization.