Western Pallet Magazine May 2023 | Page 32

32 WESTERN PALLET

CHEP’s Algorithm Boosts Annual Pallet Retrievals by 500,000 Units

London, May 2023 – CHEP is pushing forward with the digital modernization of its operations, including pallet recovery management and the functioning of its Lisbon-based European call center. Besides Europe, CHEP is implementing similar pilot initiatives in the USA and Brazil. This news was shared in an  announcement from CHEP.

“We initiated the ‘Predict project’ a year ago to adopt a data-driven method for asset recovery,” said Alfonso Martín, Director of Asset Productivity Solutions at CHEP Europe. “Leveraging Machine Learning technology, alongside data obtained from manufacturers, transporters, and retail customers, we created a series of algorithms that generate weekly tasks for our call center staff.

“This tool supervises collections at over 100,000 sites and has boosted pallet recoveries by 500,000 units in the past year. This has not only enhanced supply chain efficiencies but also championed sustainability.”

Further thoughts were shared by Christian Carrasco. “We’re carrying out thorough process mapping for all activities overseen by the call center.” added Carrasco, Global Director of Asset Productivity Process Transformation. “This will allow us to pinpoint areas of improvement that will form the foundation for transformation.

This tool supervises collections at over 100,000 sites and has boosted pallet recoveries by 500,000 units in the past year.

“The transformation of the call center rests on three pillars. Firstly, improved customer experience, as all our customers—both internal and external - anticipate the same level of service. Secondly, global digitalization, which should be in sync with the company’s other transformation schemes. Lastly, efficiency gains achieved through process streamlining and a reduction in time spent resolving issues.”

The call center manages inbound and outbound communications regarding asset recovery customer service. Over 100 committed agents, proficient in 25 languages, service 28 European countries. Furthermore, the website collect.chep.com provides a convenient and speedy method for requesting pallet retrieval online.