ERP Optimization & Document Standardisation
Stabilizing Systems and Automating Core Workflows
The Client
A global leader in independent tank storage that operates a network of terminals in over 20 countries, The company also provides a range of logistics services, including customs formalities and documentation at its global network of specialized terminals.
Challenge
The rollout of a heavily customised ERP system was 50% underway when major issues arose, resulting in financial losses and customer complaints.
The system sanity & data quality review by the ERP vendor resulted in a roadmap to reverse-engineer and fix the discovered issues on 3 levels - system, data and ERP user experience.
The ClO ordered that a global dedicated ERP support function be created.
The Solution
This was a 3-year engagement as a full-time member of the global IT department's leadership team, reporting to the CIO. I set up and led the in-house ERP service center. To support the 24x7 operation at terminals, and business enabling functions, service centers operated across 3 geographical regions — 70 FTE comprising business analysts, system experts and ERP developers managing ERP repairs and data clean-up.
How we tackled the challenges
We identified and streamlined the end-to-end workflow bottlenecks, reconfigured the ERP where needed, and retrained system users.
After 1 year the system was stabilised, and the global 24x7 ERP support organisation was able to resolve over 50% of isssues in-house.
We identified opportunities to reduce overhead and eliminate errors in manual document mgmt.. The most labour-intensive and business - critical documents were standardised and if possible, automated.
After a successful pilot at 3 terminals, and the regulatory compliance, supply chain & storage mgmt business functions, we implemented 3 more rounds of document standardisation and automation.
Business value
Terminal Operations: ERP system stabilisation and user support |
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Improved cargo handling cycle times (terminal entry-to-storage), resulting in a 50% reduction of Port penalty fees for congestion at the 2 busiest terminals |
Customer Logistics Support: Document digitisation and workflow streamlining |
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Increased control over supply chain paperwork → faster and more accurate distribution planning at Oil & Chemical Storage Terminals, resulting in 6-figure operational cost savings yearly. |
Cargo documentation non-compliance issues caused by human error reduced by 90% |
Corporate Functions: In-house 24x7 ERP system mgmt. and user training |
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Becoming less reliant on ERP vendor, Corporate IT operating costs decreased by 15% |
More effective ERP usage, by upskilling users, increasing system usability and aligning workflows |
Automation of tax processes and safety certification processes enabled financial and legal audit trails, eliminating 90% of non-compliance issues within 2 years. |
“We bring skills — not chaos.”
Tina Solos
