The challenge

ADPO is a fairly complex organisation due to its diverse set of services and its multimodal setup. What is more, services were organised in reasonably independent departments with paper-based processes and little systemic integrations. Therefore, providing customers a top-notch smooth service came with its challenges.

Sub-optimal workflows

• Exchange of unstructured, outdated information (phone calls, emails, paper... )

• Decentralised information, despite common and shared resources

• Department-specific Excels

• Missing system integrations

• Manual tasks and validation

Effects

• Cumbersome, manual work to transfer data across systems

• Errors

• A challenging learning process for Juniors/Mediors

• Frustration

A roadmap to digitize and integrate siloed departments

For their digital transformation, ADPO found a capable partner in Made. Both partners agreed to start with an Opportunity Scan, to first identify and evaluate various areas for improvement.

Opportunity scan

The Opportunity Scan began with an Innovation Day, a full-day event to align the entire management team on the digital terminal vision. Subsequently, a series of workshops with staff and clients were conducted to gain insights into ADPO's operations, system usage, and customer interactions. Leveraging these insights, Made compiled a list of opportunities and created a digitization roadmap with clear, practical milestones.

Solution design and Delivery

After the Opportunity scan, Solution Design tracks were established to finalize the identified opportunities and translate them into development-ready designs. Following a user-centered design approach, prototypes were continuously refined and validated by end users until satisfactory blueprints emerged. The most promising designs were promptly moved into development.

The results

Roadmap

Although the first opportunities have been addressed, the original roadmap still serves as a guide to improve operations with both technical and organisational ideas.
For example, notable initiatives ADPO implemented meanwhile are the integration of its entire front-office, the centralisation of planning, the establishment of a master data team and the update of its MES system… to name but a few.

Streamlined processes

Instead of an isolated administration based on local Excel sheets, ADPO's cleaning department now works with one intuitive application for a divers set of users: customer services, planners, operators and customers. With the implementation of the central platform, data no longer needs to be manually copied but instead, flows seamlessly through the system.

Central platform

A pivotal component to unlock all kinds of integrated services is the central platform that connects with ADPO’s previously isolated systems and interprets their data. This platform includes an integration with SAP, MES, badging and the weighbridge.

Self check-in

Highly intuitive kiosks guide +400 truck drivers per day through ADPO's registration process. The received information is transferred to the relevant systems via the central platform.