Case Studies

DSV Israel Transforms Operations with Windward Ocean Freight Visibility

In this case study, discover how DSV Israel, a leading logistics and supply chain management company, was able to:

  • Use an Exception Management approach with their supply chain
  • Streamline shipment monitoring across import and export teams
  • Enhance customer satisfaction
  • Save time and resources with automated processes
  • Focus on strategic improvements

“During COVID, Windward Ocean Freight Visibility allowed us to improve our ETA accuracy from around 30% to 80%. That has had a massive impact on our efficiency and, of course, on our customer satisfaction.” – Sigal Mannheim-Katzovich, CEO, DSV Israel

The challenge

DSV Israel faced challenges in obtaining accurate and timely information about container shipments, often encountering delays of 1-2 weeks without prior notice. Their supply chain team was spending a significant amount of time checking multiple carrier websites and tracking services for updates, which was not only time-consuming but also led to inconsistencies and inefficiencies in their operations.

The need

DSV Israel sought to improve their export and import operations, as well as customer satisfaction, by streamlining their shipment tracking process. They wanted a solution that would:

  • Boost efficiency by enabling supply chain management by exception
  • Consolidate all shipment tracking insights into a single, daily report
  • Provide accurate ETAs for all managed containers

The decision

After evaluating several visibility solutions, DSV Israel decided to partner with Windward for its superior ETA predictions accuracy and its ease of use. Every morning by 8:00 am, their 10-person operations team receives a management report summarizing the status of all shipments, as well as highlighting those that need attention. Trade lane managers filter the full report to get accurate ETA insights for only the shipments that they manage, enabling them to promptly update internal stakeholders via their TMS, as well as their customers. They can check and filter by vessel and container, as well as by delay severity – significant delays (1-5 days), critical delays (more than 5 days delay), or on time.

Furthermore, leveraging Windward’s Maritime AI-generate Reasons for Delays, whenever a delay is flagged as a rollover or a delay at the transhipment port, DSV Israel immediately contacts the shipping line to ensure they prioritize the affected container. This proactive approach enhances customer satisfaction and improves overall operational efficiency.

The impact

Windward Ocean Freight Visibility enhanced DSV Israel’s supply chain operations by:

  • Enhancing shipment planning: The daily reports allowed the service team to quickly identify and manage delayed containers, improving internal and customer communications.
  • Improved customer satisfaction: By proactively addressing delays and updating customers in real-time, DSV Israel was able to build trust and enhance customer relationships, minimizing service tickets related to detention and demurrage to near-zero.
  • Time and resource savings: The automated daily reports saved the team countless hours that were previously spent on manual checks, enabling them to focus on customer service and strategic improvements.
  • Streamlined operations: The platform’s ease of use and adoption allowed the entire team to access accurate, real-time information, making their daily tasks more efficient.

What’s next?

Building on the success of their inbound operations, DSV Israel plans to expand their use of Windward Ocean Freight Visibility to cover their entire maritime supply chain. They will leverage the platform’s accurate ETAs and real-time visibility to further optimize their operations, reduce costs, and continue to enhance customer satisfaction.

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