Masterful Moves: Overcoming Deadlines, Pressures, and Distance with Extraordinary Service
Holman Logistics provided its client with seamless execution for a warehouse move done in record time.
Seeking to optimize Northwest supply chain operations and having outgrown its existing 204,000-square-foot distribution center, one Holman Logistics client needed a new facility.
The major consumer lawn and garden products supplier needed a space that could accommodate growing omnichannel operations and updated picking processes—and it needed the new space fast.
While the typical timeline to find a building, negotiate/execute a lease, and move product is 12 to 18 months, this move would be much shorter: In spring, the client decided not to renew its lease, which would terminate in early fall.
That gave Holman just five months to locate a new facility and execute the move, including relocating 200 truckloads of product.
Adding to the complexity, the process was orchestrated during the COVID-19 pandemic, so leadership from the client company were not able to evaluate the site in person.
Instead, they would be relying entirely upon Holman Logistics to deliver truly extraordinary service, acting as their eyes and ears and hands by executing the process on the company’s behalf.
One final wrinkle—the client wanted a location that would be more cost-effective than its existing one, which was in an area where lease rates and taxes had increased greatly.
Holman Logistics was up to the task.
Holman used ESP, its proprietary process to provide Extraordinary Service. Using Holman operational expertise and Extraordinary Service Process, the client’s operations team was able to work seamlessly with Holman to accomplish the move.
To ensure flawless execution, a Holman Division Manager and the Director of Continuous Improvement worked together throughout the process. The Holman Director of CI acted as team lead, tasked with overseeing everything from facility design/set up to installation of technology and hardware; management of vendors, permits, and service installations; meetings with landlord/contractors; and product transfer to the new DC, done in strategic phases over six weeks.
The Holman Extraordinary Service Process included:
- Maintaining communication via weekly phone/video/photo updates,
- Suggesting process changes like setting up pick lanes based on velocity rather than volume to boost productivity,
- Creating a detailed project plan to ensure air-tight deadlines,
- Tapping into existing vendor relationships,
- Using Holman ground transportation team to maximize flexibility,
- Expediting purchases of materials, equipment, and permits.
Ultimately, the move was completed on-time and under-budget, earning Holman the prestigious Partnership Award, given to the client’s most valuable partner each year. For Holman, however, the move was simply part of its nearly 160 years of living up to its Brand Promise to provide Extraordinary Service.
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