Case Studies

Situational Challenge

Heineken USA, the premier beer importer in the United States, required a full service fulfillment provider to support IT / e-Commerce integration, financial reporting, accounts payable processing, customer invoicing, procurement services, customer service support and transportation management.

Solution Description

• Integrated The Jay Group’s full-service fulfillment and order management capabilities with the client’s existing web development provider and creative agencies
• Assumed customer invoicing responsibility, including custom reporting, points banking management and accounts receivable recording
• Initiated accounts payable processing with a three-way validation between purchase orders, receipt records and vendor invoices
• Launched front-line support for customer service calls and e-mail inquiries
• Established partnership with Heineken's creative agencies by providing front end management of procurement services
• Management of inbound and outbound transportation services
• Assumed responsibilities for management of Heineken's internal corporate affairs department

Critical Success Factors

• Establishment of long-term business relationship between all working partners
• Utilization of client-specific personnel at The Jay Group
• Holistic approach to integration through the understanding our client’s business model and management of all aspects from start to finish
• Tailoring of  processes to best fit client requirements
• Implementation of services in phases to create a seamless transition
• Use of efficient customer service tracking software and reporting tools
• Adaptability to meet tight deadlines and support last-minute requests

Key Benefits

• Streamlined process flow through the centralization of services into a single provider
• Reduced inbound transportation costs by $40,000 annually through pricing comparisons and negotiations
• Recommended alternative vendors for product sourcing, saving $100,000 annually
• Successful in project management and distribution of product for world-renowned events
• Increase in years of service of client’s program management team