OwensTrak - Owens Operating System

The Owens business is about technology, as much as transport.  Which is why all Owens branches throughout the country are on-line with each other 24 hours a day, seven days a week.

The group has designed a technology package unrivalled in New Zealand called OwensTrak.  This combines operational facilities with continually developing customer service facilities.

OwensTrak is a web-based host system that has been developed specially to meet the needs of ourselves and our customers.  It can instantly track any consignment from initial pick-up right through to delivery.

FreMan

Owens Freight Management System

This is a PC based stand-alone software application with can:

• Produce all freighting documentation (consignment notes and DG Declarations) and product labels.
• Electronically transmit distribution data to the Owens OwensTrak mainframe.
• Electronically receive data on consignment status giving up-to-the-minute detail on product location and delivery time and date.
• Produce statistical data for analysis on product by destination.
• FreMan can also receive file downloads to eliminate the need to select customer and product details from the FreMan database.  It can also be used to manage hire pallets and returnable equipment.

Live Freight Tracking

Owens technology enables our customers to track consignments via many methods.  These include:

• Internet - Web tracking system
• FreMan - our freight management software
• Customer Services - our customer service teams at every branch

Freight is tracked by using barcode technology at six points along a consignment's 'life-cycle'.

Drivers carry hand held barcode scanners that accurately record the date and time of delivery, the driver's details and customer name.

This data is sent over radio through the Fleetlink system that links all Owens group vehicles nationally.  This information is available live, with confirmed delivery data available within seconds of the delivery having been made.

Mainchain

Mainchain is a customer portal, which allows customers to track their goods as they move through the supply chain.  Tracking data can be provided on the following:

• Import and export containers
• On-line booking of international shipments
• FTL line haul consignments
• LCL consignments
• Warehousing and logistics, on-line stock visibility in multiple locations and the ability to process orders via the Web

0800 Move It

0800 MOVE IT is an initiative developed by the Mainfreight Group to co-ordinate and control product return movements and Reverse Logistics.

A centralised call centre receives incoming phone calls, faxes, email and Help Desk requests and transfers this information into the required documentation.  The paperwork is electronically transferred to the appropriate branch for collection of the goods.  All requests are monitored to ensure quick return of the goods.  Stock reconciliation is simple, as goods have all documentation attached to the freight when received back at the customer's store.

Efficient

• Time saving features with an immediate response to pick up request.
• Effective stock reconciliation.

Simple

• User friendly with free flowing information.

Controlled

• All consignments are monitored daily.
• Constant communication between branch contacts, 0800 MOVE IT operator and our customer.

Tailored

• To suit the specific needs or requirements of our customer.

Structured

• All processes are formalised and documented.

0800 MOVE IT can also be used as a vendor management system for controlling inwards goods movements.

Help Desk

Owens Help Desk enables clients to enter queries and request services on-line and receive pro-active notification of non-conformance.

• Help Desk queries are logged and prioritised, with a response time determined, based on the category of request and the urgency of response our clients specify.
• Help Desk requests can then be allocated to our customer service teams nationally, with actions taken logged at every stage of the process.  Once the request has been actioned, our clients are notified by email to close the Help Desk request once they are happy with the action taken.

Details of Help Desk calls are used to generate KPI's that may identify trends or opportunities for service improvements.

Performance Reporting

Owens remain constantly accountable to their customers through regular performance reporting.

The data captured through our Freight Tracking and Help Desk systems are used to produce reports that show our performance as a key part of our client's own customer service strategy.