A new challenge every day

mfl: How is Hellmann facing up to the challenges of the segment in terms of content and organization? Bommers: As is already firmly anchored in our corporate DNA, the focus at Hellmann Worldwide Logistics is on serving our customers' requirements in the best possible way. One of our company's guiding principles is: "All about the customer, always". In terms of content, this is our highest maxim. If you ask about the organizational challenges, one of the most important aspects is probably to pay greater attention to flexible production processes. In addition, however, it is of course also a matter of constantly developing IT skills in order not to lose touch in the age of digitalization, but on the contrary to play a pioneering role here as far as possible. In this context, in addition to technical equipment driven by innovative, smart technical solutions, the skills of our employees naturally also play an important role. In order to position ourselves optimally in this area, we offer targeted training courses, particularly for operational managers, to teach them how we can take advantage of developments in the field of e-commerce.

Two questions for Thomas Krüger, Managing Director of BLG Handelslogistik

materialfluss: Everyone is talking about logistics for e-commerce - does the topic deserve the attention?

Thomas Krüger: E-commerce services are now a standard requirement for our customers. As a multi-channel service provider with various clients and different sales channels, we have to master services such as the daily inspection of goods, receipt of goods, reconditioning, return to the available goods cycle, customer account relief and complaints processing and resolve them quickly and competently in the interests of the client. Logistical skills that are particularly important here are the ability to be ready for dispatch at short notice and to adapt flexibly to strong fluctuations in volume. Despite standard requirements, every day can be a challenge in the e-commerce sector.

mfl: How does BLG meet the challenges of the segment in terms of content and organization?

Krüger: BLG Logistics has gained experience and know-how in the field of e-commerce over the years and has extended this knowledge to an increasing number of customers and locations. At our logistics center in Frankfurt, we have been using a mobile, scalable and efficient storage and picking solution for our customer in the workware sector for four years. As fast returns processing increases customer satisfaction and improves the availability of goods, we were the first company in Europe to implement a robot-supported logistics concept in which the shelves with the goods come to the people. This logistics solution is one of the most modern solutions currently available. The decisive criterion for the installation was scalability. We assume, for example, that the option of time slot delivery and delivery within an hour will be a decisive part of the shopping experience in the medium term. As we also expect a shift towards regional structures as a result, we are currently designing and implementing regional solutions in many projects.

Two questions for Marc Clausing, Vice President E-Commerce Cluster GER/CH Schenker Germany

Photo: Schenker Deutschland AG

materialfluss: Logistics for e-commerce is on everyone's lips - does the topic deserve the attention or are the requirements for a logistics service provider more "business as usual"? If not, what makes e-commerce a special field?

Marc Clausing:The demands on a logistics service provider are constantly changing. Therefore, change is actually "business as usual" in logistics. Nevertheless, e-commerce and digitalization provide new stimuli in terms of implementation speed, growth, flexibility and strong volume fluctuations, which influence the actions and solutions of logistics service providers. High-performance partnerships to round off the portfolio are therefore also important in order to be able to serve online retail holistically. This is because procurement, logistics and distribution require a new form of synchronization between producer and end customer. In addition to logistics, DB Schenker creates great added value for its customers through IT solutions that cannot be classically assigned to the portfolio of a logistics service provider. DB Schenker pursues a holistic approach here. Advising and supporting companies in e-commerce is playing an increasingly central role.

mfl: How is DB Schenker facing up to the challenges of the segment in terms of content and organization? Clausing: DB Schenker is taking advantage of the opportunity and potential offered by the fast-growing online trade and start-up companies. To this end, a separate key account division was created some time ago, which is responsible for supporting and advising young start-up companies on issues and the implementation of transport and logistics concepts. DB Schenker is also systematizing its services for e-commerce in a separate organizational structure. The portfolio offers solutions for different types of companies: from compact solutions for small and medium-sized companies to integrated solutions for customers with omnichannel distribution and pure e-fulfillment. Thanks to the standard solutions we have already developed for numerous well-known e-commerce customers, we are now ready to establish this business model in the form of our own organization. We have set up a team in the Contract Logistics department for this purpose and are planning further development across Germany and Europe with selected locations. A customer service team with system expertise is available to support end customers. Part of the organization includes a one-stop store solution that covers all the needs of modern online trade and comes from a single source, namely DB Schenker. These services are also available in the form of the compact netlivery product for small and medium-sized companies that want to get started with online sales quickly and easily. Thanks to its modular structure, the solution can be individually adapted to customer requirements, with costs only being incurred for the module components used ("pay-by-use"): From functionalities for webshop management, online marketing, payment services and ERP through to warehousing, pick & pack, distribution, complaints and customer service.