Voice Picking Success at HarperCollins
Massive reduction in error rates with Voxware 3. Maximized efficiency and customer service.
HarperCollins Publishers is one of the world’s leading English-language publishers. The house of Mark Twain, the Brontë sisters, Thackeray, Dickens, John F. Kennedy, and Martin Luther King Jr., HarperCollins is a broad-based publisher with strengths in literary and commercial fiction, business books, children’s books, cookbooks, and mystery, romance, reference, religious, and spiritual books.
Objectives
- Reduce picking errors
- Improve productivity
- Improve customer service
- Reduce training time
Results
- Implemented multiple voice solutions, including each picking, batch picking, replenishment, and transfer workflows
- Accuracy increased to 99.98%
- Productivity gains of 8%
- Major reduction in ramp-up time for new employees to reach standard proficiency levels
- Staff time more effectively used
Business Value
- Improved service levels to the many publishers for whom HarperCollins acts as distributor
- Reduced cost to move the same volume of products
- Ability to support shipping up to 3 million books in a week
