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New WMS solution growing up fast

Posted on by David Priestman

Leading natural and organic baby product retailer, The Green Sheep Group, has reported immediate stock accuracy and productivity improvements since implementing the flexible cloud based SnapFulfil WMS.

The Stratford-upon-Avon based company, which was established in 2007 and recently won a Queen’s Award for Enterprise, is additionally enjoying consistent control of inventory and outbound processes, which help deliver a first-class customer experience.

SnapFulfil also integrates seamlessly with Green Sheep’s existing Retail Operating System (ROS), Brightpearl, but has advanced functionality that will optimise their rapid expansion across an increasingly global retail support network, plus expanding D2C and B2B channels.
Green Sheep’s head of operations, Rob Galbraith, says: “We already have much better visibility and a vast improvement with shipping accuracy. Being able to separately track our Little Green Sheep and Snüz brand orders through the whole warehouse process is huge for us going forward.”

SnapFulfil’s ability to remotely implement their software – but while still delivering industry leading deployment speed – has also saved Green Sheep valuable time, money and resource.

Their agile approach means giving clients select parts of the system (e.g. goods in first) bit by bit, so they can practice and familiarise themselves in advance, undertake user acceptance testing, and not go into their digital training cold. Microsoft Teams demos can also be recorded and referred back to, in close up, for extra reassurance and guidance.

Rob Galbraith adds: “SnapFulfil met all our needs, they listened and improvised, while all the online training delivered was spot on, so that go-live was just what we expected. The remote agile medium definitely makes it more manageable for staff and is a lot more practical and cost effective for us as a business than the traditional on-site approach.

“The SnapFulfil system is also very user friendly and even someone with no warehousing experience can be up and running and picking with the RF guns within 30 minutes, which is really useful during peak periods with temporary staff.”

Green Sheep Group has also purchased a SnapData Creator license for real time data analysis and this live data interrogation facility will help maximise performance and cost savings, plus have a tangible impact on strategic direction. SnapFulfil’s multi-site capabilities is also playing a big part in Green Sheep’s expansion plans as the retailer is looking for additional DCs in Europe and the US to meet increasing demand and maximise growth.

WCS for Special Brew

Posted on by David Priestman

Cimcorp’s Warehouse Control System (WCS) optimises inventory flows and improves warehouse efficiency. The 150-year-old Finnish beverage and brewing company Olvi relies on Cimcorp’s WCS to handle all intralogistics within its distribution centre.

Throughout Olvi’s logistics centre in Lisalmi, Finland, goods are mainly produced at the brewery and then automatically transferred to the high-bay warehouse for storage, picking, and dispatching.
It can be busy. “During the high season, a product produced in the morning might be in the retail outlet in the afternoon,” says Olvi’s Logistics Foreman, Ilkka Heikkilä.

However, a typical week with 5500 customer deliveries is not quite as hectic. Standard delivery time from production to the customer’s premises is 48 hours. This is fixed in the everyday routine of the logistics department. “The 24-hour cycle means that we must pick and deliver one day’s goods within 24 hours,” says Ilkka Heikkilä. “The next period is dedicated to new orders.”

High quality with warehouse control software

In 2014, Olvi implemented Cimcorp’s intralogistics system. It encompasses all the different areas for storage and order-picking and manages the flow of inventory from the reception to the dispatch of goods. Integrating seamlessly with the sales system M3, the WCS receives all the pertinent data from its host system.

As a first step, product information, orders and their deadlines are transferred from M3 to WCS. The needed data for product registration is automatically retrieved from the conveyor system.
In the logistics centre, operators move pallets to the order picking areas according to a predetermined schedule. A voice-directed picking system can be used, if required. With this system, pickers receive instructions regarding order lines as well as their locations in the dispatch areas.

Automatic picking

“Via their headsets, warehouse workers receive exact information on what and where to pick,” explains Heikkilä. A combination of automated tray picking and manual picking is used to pick most orders, with any products that cannot be picked automatically being added to the pallets.

With the high-bay warehouse, conveyors and order picking robots, Olvi can pick 97 percent of its orders automatically. In the next step, the goods are shrink-wrapped and moved to the shipping area. Whenever a delivery is ready, it is loaded and delivered to the next link in the chain. At that point, WCS sends the order accomplishment information to the sales system for reporting and invoicing.

Real-time monitoring

Olvi implemented Cimcorp’s WCS to eliminate bottlenecks and improve efficiency. Within the logistics department, the system has about 20 users. For them, monitoring in real time is one of the biggest benefits. “The most valuable feature is the ability to monitor the current picking situation,” says Heikkilä. “We can track our progress in relation to the daily target.”

With Cimcorp’s Warehouse Control System, better forecasting and evaluation are also possible. For example, Olvi plans and forecasts picking activities based on order data.
A high degree of automation and innovation is a hallmark of Olvi’s distribution centre in contrast to many of its European competitors. Olvi knows that as a beverage company expands and offers more complex products, it is essential that the goods flow seamlessly.

“We have more than 400 products in our distribution,” Timo Miettinen, Logistics Manager at Olvi, “and Cimcorp’s intralogistics system has the capability to handle products from our subsidiaries and partners in addition to our own.” The number of products has grown rapidly over the past decade, and there is no indication that this trend will reverse. “In fact,” says Miettinen, “there are still new and attractive product categories with room for growth.” For Olvi, smooth processes and intelligent automation are necessary to meet customer demands.

Small-Items Sweet Spot

Posted on by David Priestman

Storage of small items in ecommerce distribution centres often makes usage of cube ASRS. AutoStore integrator Element Logic launched to the UK at IMHX 2019. At this year’s show, we found out how it is helping businesses of all sizes optimise their ecommerce picking operations.

Starting at Element Logic as UK sales manager in September 2019, Gavin Harrison came to IMHX 2019 with the clear aim of building the Norwegian AutoStore system integrator’s UK market. Now boasting a staff of 20, the company has come a long way. Three years ago it had no UK AutoStore reference sites; today Harrison says it has more than any other AutoStore distributor in the UK.
Initially dominant in AutoStore’s homeland of Norway, a 2021 buy-out by a private equity firm has seen Element Logic’s ambition lead to it picking up household-name customers. For example, its Manchester project for the THG’s online cosmetics business was the biggest single AutoStore grid in the UK, featuring 300,000 bins, 380 robots and 69 ports.

THG sits in the sweet spot where AutoStore’s strength lies – single-unit picking of small items. The pandemic helped to feed Element Logic’s growth opportunities thanks to the boom in online shopping. Furthermore, pickers using AutoStore are physically unable to be closer than two metres apart, meaning staffing levels were unaffected by social distancing constraints.

“It’s been a whirlwind journey, because prior to 2019 there were only a couple of AutoStores in the UK,” says Harrison. “Today in the UK, there are maybe 15 to 20, so it’s still considered a new technology even though it’s been around for 15+ years. Ten of those are ours, with customers varying from businesses such as the husband and wife family-owned football kit business Direct Soccer. They’re an SME up in Dundee, and invested in a system back in 2020, and have now grown and extended it.”

The difference in size between Direct Soccer and THG is considerable, yet AutoStore makes a positive difference to both businesses. Harrison says Element Logic can make a case for automating a warehouse with as few as 10 to 15 pickers: “We can condense that down to two or three, and therefore show good ROI. We design the system based on where you are at the moment, not where you’ll be in the future. Businesses can then just expand the system. As it can be leased, businesses don’t take a CapEx hit.”

A USP of AutoStore is that it can be installed in brownfield sites as well as new-build, as it fits around irregularities such as columns and low roof heights. This allow a business to stay in its existing facility, rather than move to a new one. It only requires a flat floor, has a low point load, and runs off standard household single-phase power.

Small items density

Element Logic can condense AutoStore it into a small area, making it suitable for urban micro-fulfilment centres. “For us, there’s actually no difference between a big site and a small site apart from the amount of aluminium and robots that are there. Because we already work with SMEs, a micro-fulfilment centre for a big company is going to be exactly the same as small grid for a small business. This has been a really easy shift for us to make, whilst still using all the experience and knowledge we have previously acquired.”

AutoStore’s strengths play right into the hands of eCommerce businesses selling in sectors characterised by rapidly-changing trends, as it intelligently reconfigures stock positions to deliver fast-movers to pickers at high speeds. It also deals very capably with returns , previously a huge challenge in fashion where rates of up to 40% are common. “We have some very ambitious growth targets,” Harrison concludes. “I would hope that by the time the next IMHX rolls around [in 2025], we should be double where we are now and maybe more. Let’s see how the market responds.”

Locus picks 230m units during holiday peak

Posted on by David Priestman

Locus Robotics, a leader in autonomous mobile robots (AMR) for fulfilment and distribution warehouses, announced that its LocusBots picked more than 230 million units during the peak holiday shopping period on behalf of its global retail and third-party logistics customers – more than doubling the total number of items picked in the same period in 2021.

“Despite early predictions of lowered volumes, Locus customers once again picked a record number of items using LocusBots during this critical holiday shopping period,” said Rick Faulk, CEO of Locus Robotics. “It is now clear that scalable, cost-efficient robotics automation is an operational must-have as volumes continue to increase and the labour shortages persist. Locus is proud to help our customers again meet the seasonal challenge with robust, enterprise-scale automation solutions that position them for success today and in the future.”

During this same period, LocusBots averaged 3.3 million units picked per day, representing a 2x increase over 2021.

A record $281bn online global sales took place from Thanksgiving Day (24th November) through Cyber Monday this year according to Salesforce.com and Adobe Analytics Data, with total US online sales over $68bn, representing a 9% increase over 2021.

Cyber Week 2022 continued several notable industry trends that first appeared in 2021:

  • Retailers again started peak season earlier in an effort to mitigate supply chain concerns and ensure product availability
  • Online shopping is now a central aspect of the retailers’ omnichannel shopping strategy as online spending increased 8.6%
  • Mobile shopping continues to be a favourite, growing more than 15% over 2021

Locus reaches industry first

Locus recently reached an industry-first, its 1 billion pick milestone, reflecting the exponential growth of order fulfilment volume. By way of comparison, it took Locus 1,542 days to pick its first 100 million units and just 40 days for the most recent 100 million picks. Locus robots now average more than three million picks per day around the world. LocusBots have travelled more than 20 million miles in customers’ warehouses, the equivalent of more than 670 times around the Earth or 35 round trips to the Moon.

The Locus warehouse execution platform disrupts large-scale warehouse fulfilment and distribution with an industry-leading, intelligent, and dynamically scalable robotics-driven solution. Locus delivers 2X-3X productivity by seamlessly coordinating both human labour and AMRs to dramatically improve order fulfilment efficiency and workplace ergonomics, while lowering operational costs.

With more than 230 sites under contract around the world – some having as many as 500 LocusBots per site – the Locus solution efficiently and seamlessly orchestrates the operation and management of multiple robot form factors, and provides forward-looking, real-time business intelligence, critical for optimizing productivity, proactively managing labour, and managing costs.

 

 

Panduro increases picking capacity by 20%

Posted on by David Priestman

Panduro, a market leader in hobby materials in Europe, has successfully implemented ZetesMedea Warehouse Execution System to help improve market responsiveness and agility, whilst ensuring that sales are maximised, and delays minimised. The new system was fully operational in less than three months, and speed was a critical requirement as growing surge in demand was putting a mounting pressure on the retailer to fulfil more orders efficiently.

Panduro has 96 stores distributed throughout six European countries. With a total assortment of 10,000 items, distributed through a hybrid retail model, the rapidly expanding organisation was seeking to replace existing outdated voice picking system with a next generation solution to meet rapidly growing market demands.

Ensuring capacity matches demand

Panduro has faced a significant growth in demand in recent years, which the pandemic accelerated. To stretch and align capacity to meet customer demand, it needed to ensure maximum utilisation of its  warehouse operations, without expanding warehouse space. But operating on a legacy system, based on outdated technology, it was not possible to increase efficiency levels.

Panduro was therefore looking for a new solution that needed to meet certain specific requirements; it had to be a next-generation cloud-based solution, capable of being properly integrated into modern structures, and able to reduce operators’ workload whilst increasing productivity. It was also crucial that productivity would not decrease during the implementation stage. Panduro found all this in ZetesMedea’s voice picking solution.

Implementation in less than three months

The new cutting-edge technology from Zetes has allowed Panduro to increase the number of orders executed every day, reaching up to 18,000 order lines per day. A critical factor to meet increasing order volumes and support the company’s continued growth.

User acceptance and uninterrupted productivity was a key reason in implementing the ZetesMedea voice system. Smooth, efficient onboarding of both permanent and seasonal associates is critical to consistently fulfilling order demand throughout the year. This is enabled through the intuitive ‘untrained’ features of the new voice picking technology, ensuring rapid system familiarity and productivity. In addition, less management attention is required to manage onboarding, releasing time for more added value operational focus.

Finally, the speed of implementation was also of significant importance. From first discussion to implementation, the solution was fully operational in less than three months.

Cutting-edge technology

Many companies face the need to upgrade outdated equipment in order to keep up with logistics advancements and avoid risks. In conjunction with ZetesMedea software, Panduro opted to equip its warehouse pickers with cutting-edge Android technology from Panasonic Toughbook. Operating on the FZ-N1 handheld device and headset, the system simply instructs warehouse operators in their tasks and picked items are registered immediately. Panduro can easily access real-time order status updates, performance intelligence reports and track critical operational KPI’s to gain full visibility into operations.

“Thanks to ZetesMedea, we have increased our picking productivity by nearly 20%, reaching up to 18,000 order lines per day. In less than three months from start to finish, we are now processing more order per picker and day than ever before,” said Fia Collin, Warehouse and Production Manager at Panduro.

Automated packaging eases picking constraints

Posted on by David Priestman

ECS Tuning, a leading US automotive parts business, has reduced manual packing constraints by adopting right-size packaging automation, helping the business meet increasing order volumes and supporting current customer demands and future growth.

ECS Tuning has a long and celebrated history supporting the European car community in the USA. From their beginnings as a family-operated service shop in 1962, ECS has become the leading distributor of genuine, after-market, and performance parts for Audi, BMW, Mercedes Benz, MINI, Porsche, and Volkswagen.

In 2006, ECS decided to no longer accept or schedule service appointments, but concentrate its energies on increasing part and accessories sales, with ongoing improvements to customer service. A fast-growing inventory forced ECS to relocate to a new facility in 2009 with 3X more space to accommodate its rapidly expanding business. Since, its staff has grown fivefold and the extra floor space is long gone, filled with parts, products, and equipment.

Today, with over 1.3 million part numbers in its catalogue and all operations handled in-house, ECS recognised that it did not have enough capacity in its manual packing process to consistently meet customer needs or expectations.

Fast fit-to-size packaging

ECS turned to Sparck Technologies’ CVP Impack Automated Packaging Solution to support its current demands and future growth. With this inline auto-boxing technology, each unique single- and multi-item order is 3D scanned on demand to determine the minimum box size required. Then, corrugated cardboard is custom cut to eliminate unnecessary volume and reduce or eliminate the need for void fill materials. Finally, the order is auto-boxed in a fit-to-size parcel, taped, weighed, and labelled for shipping.

By creating a right-sized box every seven seconds, ECS can count on higher throughput and better use of labour resources. The CVP Impack can perform the work of roughly 20 human packers in an eight-hour period. This allows ECS to remove the manual packing choke points while improving the efficiency of its existing staff for higher-value tasks.

Better customer experience

From the customer-facing side, the CVP Impack will auto-box up to 70% of its catalogue with little to no void filler or packing material. This allows ECS to improve its customer experience with sustainable packaging that is easy to recycle or reuse.

“With more associates picking orders, and a machine that can handle the volume, we anticipate a substantial increase in the number of orders moved out the door daily. That efficiency improvement translates to promises kept on shipping times with in-stock orders that are ready to ship on the same day,” says Max Everhard, GM of Special Operations at ECS Tuning.

Smart Fashion Picker: Cobot picks items of various sizes

Posted on by David Priestman

As of today, Smart Robotics, a global leader in picking automation as a service for warehouses and logistics processes, is announcing the official launch of their latest cobot – the Smart Fashion Picker. The reliability of the cobot, and its ability to run continuously, ensures quicker return on investment – whilst answering the labour crisis in logistics and bettering the physical and mental health of warehouse employees.

The Smart Fashion Picker addresses the pain point of transformation within warehouse automation. The need arises from the notion that the warehouse sector is quite late to automation, compared to other industries, and is now looking at a rapid transition to modern processes. Transformation is greatly needed since the efficiency of piece picking in warehouses plays a key role in creating a frictionless course of the logistics to follow.

The Smart Fashion Picker’s name is derived from its function – the cobot can pick a large variety of fashion items, which are placed in protective wrapping, straight from a cart or bin. The vision sensors, motion and task planning algorithms help the cobot to calculate what to pick next, as well as how to pick and place the item accurately into the next bin, plus it can easily detect when the bin is empty or filled.

“We’re super excited to introduce this product to the wider market after successful implementation with our initial customers. It has proven to deliver steady, reliable performance with the throughput necessary to be relevant in a warehouse whilst it is able to cope with the often-changing large product ranges that are typical for the industry. This product is an important step in our master plan to reduce repetitive and harmful work in warehouses around the globe.” – Johan Jardenvall, CEO of Smart Robotics.

Picking items in warehouses is a repetitive process that’s hard-wearing on the people who manually pick and place items. Automating thus enables warehouse employees to tend to the robotised systems, rather than wearing themselves out by picking and sorting items.

The cobot is capable of handling items at a pace that matches human pickers, requiring very little oversight. The system ensures reliable and uninterrupted operation and doesn’t require any special training from its operators. Not to mention, it can safely be managed by people of all skill levels.

In addition, the Smart Fashion Picker is smarter in its ability to adapt with changing circumstances around it, such as changes in assortment, how the cobot interacts with people moving around it, etc. As such, the Smart Fashion Picker is capable of working in the real world of warehouses, instead of a predefined, coded, environment.

Smart Robotics has been developing picking applications based on cobots, since 2017, and is confident that the Smart Fashion Picker will help ensure more reliable capacity in highly demanding logistics. This launch is a great achievement in Smart Robotics’ continuity of improving their cobot designs. The Smart Fashion Picker is but one of the many improvements Smart Robotics has in the pipeline to make warehouse automation more versatile and dynamic in a highly performant logistics industry.

World of possibilities in advanced automation at IMHX

Posted on by David Priestman

Invar Group, a leading independent software developer and integrator of advanced warehouse automation, will be showcasing its intelligent WMS software, world-class robotic order picking solutions, and the latest technology in warehouse automation at the UK’s IMHX 2022 show – 6th to 8th September 2022, NEC Birmingham (Stand: 5AM26).

Visitors looking to transform operational performance in the warehouse will be able to explore the full range of technologies and options available to them – without fear of being limited to choices from a single manufacturer. As an independent integrator of warehouse technologies Invar Group is able to offer an unbiased approach to finding the optimum solution. And as Invar has the in-house expertise to provide clients with the software, integration and controls elements of a project, the business can efficiently bring together best-of-breed technologies in a seamless solution.

Craig Whitehouse, Managing Director of Invar Group, says: “We are witnessing a technological revolution in the warehouse – AI and robotics is transforming operational performance, particularly around dense storage, order assembly and packing. High CapEx automation, where conveyors and shuttles are bolted to the floor is no longer seen as flexible enough for the fast-changing world of ecommerce and logistics. Agile systems such as AMRs combined with intelligent software and pick-to-light technology can boost order picking performance from under 100 units per hour using traditional methods, to up to 600 picks per hour. As independent integrators we are free to specify and supply the most appropriate and cost-effective technology for the task – and attending IMHX 2022 presents us with a fantastic opportunity to engage with businesses, to explore what’s possible.”

Invar Group, headquartered in Cranfield UK, is focused on delivering complete turnkey warehouse automation solutions using advanced technologies such as industrial robotics, AMR goods-to-person solutions, pick-to-light technology, sortation systems, as well as conventional warehouse automation. The Group comprises: Invar Systems, a developer of warehouse control and management systems; Invar Integration, a front runner in solutions design, hardware integration and project management; and Invar Controls, specialists in the design, implementation and maintenance of PLC software and hardware.

The company has recently launched a new website (www.invargroup.com) to help guide businesses through the complexities associated with warehouse upgrades and digitalization projects, highlighting potential areas where advanced technologies can transform operational performance within the fulfillment or distribution centre. The new format brings together valuable independent insights and technical information on the latest innovative technologies available to the market. Invar Group has supplied systems to many of the world’s leading brands, such as: SuperDry, Games Workshop, Bentley, Coca Cola, and Nike. Discover what’s possible by visiting Invar Group on Stand 5AM26.

Caja Robotics and Fives Partner to Tackle Europe

Posted on by David Priestman

Caja Robotics, a leading provider of robotic and flexible goods-to-person solutions in fulfilment, engages in a close cooperation with Fives, one of the world’s leading provider and integrator of advanced material handling and smart automation solutions. Through the mutual exchange of know-how and technical expertise as well as a deep understanding of customer needs and market demands, both companies will strengthen their position as key players in warehouse automation.

Caja Robotics’ solution is complementary to Fives’ technology portfolio and will allow Fives to expand its offering in piece picking and to address the apparel and footwear sector to help its customers meet the challenges of omnichannel automation, while giving Caja Robotics the extra boost needed to tackle the Southern European markets where Fives demonstrates leading positions.

Caja Robotics has developed a solution for the flexible and scalable automation of warehouse logistics operations, which combines powerful robots, intelligently planned picking stations and powerful, AI-supported software. Controlled by Caja’s cloud-based advanced fleet management, the robots move cartons and bins between the picking stations and the shelves and thus constantly optimise goods management and the entire warehouse operation. Caja’s state-of-the-art warehouse technology can be easily adapted to the existing warehouse structure, could readapt later with the changing needs, and is flexible enough to handle peaks in orders.

The solution is particularly fitted for the specific requirements of industries with fluctuating throughput figures, such as e-commerce and retail logistics. The cooperation with Fives brings great potential for synergy effects for both companies.

“Automated warehouses are a competitive advantage for mastering the challenges of the future. Our customers also see it that way, which is why we want to proactively develop solutions for their requirements together with Caja Robotics,” explains Massimiliano Fochetti, Global EVP Sales and Marketing for Fives’ Smart Automation Solutions Division.

“We are glad to have found a partner in Fives who attaches great importance to further developing our solution together with us. At the same time, we benefit from Fives’ sales strength. This is essential for our expansion on the European market”, emphasizes Ilan Cohen, Chairman and CEO of Caja Robotics. A particular advantage of the cooperation is Fives’ extensive in-house experience and resources, which enable Caja Robotics to tailor its solution to the requirements of a wide range of customers and target industries.

Niglon achieves 20% uplift in productivity

Posted on by Keith McKinley

Productivity, accuracy and revenue are all up by 20% at a thriving UK electrical business thanks to LYDIA voice-picking technology supplied by Ehrhardt Partner Group (EPG). The eye-catching figures make for exciting reading at electrical component supplier Niglon. As an added plus, this investment in technology did not require the customer to implement a new Warehouse Management System (WMS).

LYDIA is a cutting-edge warehouse technology supplied by EPG. This voice-picking revolution offers hope to all logistics organisations, including smaller businesses looking to adapt to the rigorous demands of the e-commerce age without substantial capital expenditure.

Gavin Clark, EPG Head of UK and Ireland, explains: “Because no new WMS is needed with LYDIA, picking consistency can be upgraded to the next level at an affordable outlay – what’s more, LYDIA Voice requires no training for new users, making the handover as swift and flexible as possible.”

No paper, no pressure

To maintain Niglon’s hard-won reputation for outstanding service, managers recognised that they needed to adopt state-of-the-art picking technology that offers efficiency, accuracy and reliability. Speed and full concentration are vital to the company’s fulfilment operations – for instance, a 9V switch looks very similar to an 8.6V switch, and probably has an almost identical product code and the same packaging.

The company’s existing paper-based picking system required training time for new staff, adding to time pressures at seasonal peaks. Ideally, Niglon also wanted state-of-the-art picking proficiency without having to absorb or invest in a new WMS. The Germany-based supply chain software specialist EPG was able to come up with the answers. Dispensing with paper and, crucially, not requiring a company to upscale to full WMS, the LYDIA Voice picking system uses a very simple, adaptable range of short voice commands.

Workflows can be adapted to suit the process, but they are always short and easy to follow. The LYDIA system is also able to comfortably understand accents and dialects where required. Niglon pickers typically wear headsets, but users may also opt for a unique wearable vest in which all the electronics are fully integrated.

Niglon set EPG the challenge of increasing order picking accuracy to 99.9% from its existing overall figure of 96%, which was weighed down by occasionally low first-time accuracy due to missed or wrong product picks.

Productivity and accuracy gains

“Yes, accuracy is 99.9%,” reveals Oliver Hinley, Operations Director at Niglon. Faster and easier inventory management is another gain among many. “Productivity has risen by 10-20% across all of our operators, with first-time accuracy rates up by 20%,” he confirms.

“We’ve increased revenue by double-digit figures but without any need to increase permanent staff, with just a few agency staff required to cover peaks. The good news is that when we do need those extra staff they can be upskilled into a complex environment very quickly, because LYDIA Voice requires no staff training and is very user-friendly.”

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