How Lineage Logistics is keeping its “cool” during rapid global expansion and acquisition - Brillio

About Lineage:

Lineage Logistics is the world’s largest temperature-controlled industrial REIT and logistics solutions provider. It has a global network of over 400 strategically located facilities totaling over 2 billion cubic feet of capacity, which spans 20 countries across North America, Europe, and Asia-Pacific. Lineage’s industry-leading expertise in end-to-end logistical solutions, its unrivaled real estate network and the development and deployment of innovative technology help increase distribution efficiency, advance sustainability, minimize supply chain waste, and, most importantly, as a Visionary Partner of Feeding America, help feed the world. In recognition of the company’s leading innovations and sustainability initiatives, Lineage was a 2022 U.S. Best Managed Company, No. 3 in the 2022 CNBC Disruptor 50 list, No. 17 in the 2021 CNBC Disruptor 50 list, the No 1. Data Science company, and 23rd overall, on Fast Company’s 2019 list of The World’s Most Innovative Companies, in addition to being included on Fortune’s Change The World list in 2020.

Business Challenge:

For Lineage Logistics, ensuring critical systems remain running is imperative to Lineage’s overall success, as any downtime would directly impact their bottom line. How can Lineage ensure its technology and digital ecosystem are built to operate at the pace of digital – supporting business and acquisition decisions through robust data and insights – while continuing its aggressive acquisition and growth activities … all while providing best-in-class customer support and service?

Our Business Solutions:

Brillio has been a Lineage strategic partner for the past 5 years and is currently focused on ensuring Lineage maintains world-class infrastructure and system support services for their day-to-day operations. Additionally, Brillio is focused on driving seamless and expedited integrations of Lineage’s acquisitions to support their aggressive growth plans while maintaining “tier one” customer support levels.

Modernizing Lineage’s Infrastructure

Frequently, infrastructure at Lineage’s acquisitions is dated – unable to effectively support Lineage’s fast-paced, fast-growth environment. To help drive availability across the infrastructure and improve uptime and predictability, Brillio works with Lineage to modernize infrastructure through cloud adoption. Brillio migrated existing infrastructure and on-prem workloads into the AWS cloud platform to improve infrastructure stability while enabling new features through AWS which were previously not available. Overall, Brillio migrated ~25TBs of data and 112 VMs from 60 Lineage facilities into the AWS cloud platform.

Ensuring System Availability and Customer Satisfaction

Given Lineage’s continuous and rapid growth, support services across facilities were inconsistent. To maintain a high degree of business availability and reduce support costs, Brillio initiated the Service Desk Standardization Program – which aligned all facilities to the same Service Desk tools, processes, and service level standards. The program helped rationalize the support processes and resources across the Lineage ecosystem.

Enabling Decisioning through Improved Supply Chain Visibility

Several systems and platforms are in use as part of Lineage’s day-to-day activities, potentially creating piecemeal reporting and inconsistent and/or incomplete visibility into the overall supply chain. To significantly improve Lineage’s supply chain visibility and provide a “Supply Chain 360” view, Brillio implemented a robust Data Lake solution which enabled improved data capture and usage.

Enabling Business Continuity

In addition to our support of Lineage’s Data platform, Brillio developed a new backup appointment scheduling application (aka, BASA) to support business continuity within the 24/7 Lineage warehouse operations. BASA allows Lineage to continue scheduling appointments for their carriers and business partners when their primary scheduling application is down for upgrades or maintenance.

Accelerating New Acquisition Integrations

To help expedite new acquisition integrations into the Lineage digital ecosystem, Brillio developed an M&A Integration Framework. Our Integration Framework spans the lifecycle of Lineage’s acquisition activities – from initial due diligence where the framework is used to assess the target’s technology landscape to the post-acquisition integration activities where the framework is used to accelerate the integration of key business systems and reporting.

Business Impact:

Throughout our strategic relationship with Lineage, Brillio has remained focused on driving business impact and value through our transformational and innovative solutions.Brillio has helped Lineage improve internal customer satisfaction, move to a more self-service environment, and reduce operational costs. The below reflects some of the impacts Brillio has had on the Lineage business:

  • Reduced downtime and enhanced resiliency:

    • Virtualization footprint grew by 8% over 2 Years with accelerated cloudification work on AWS despite added legacy landscape from new M&A’s – 88% Virtualization ratio
  • Improving customer satisfaction and engagement:

    • Improvement in end users CSAT, which grew by 32% over 3 years time. CSAT adoption rate increased from 1% to 30%, which is above the Industry Standard of 10%
    • End user CSAT adoption Rate (20% above Industry benchmark)
    • First Level Resolution grew by 28% over 3 Years to 90%
  • Accelerating time to value and benefit realization:

    • 22% faster time to value from rapid integration of acquisitions
  • Driving cost savings and scalability across distribution centers:

    • Cloudification of physical DCs is transforming Lineage’s technical architecture and helping to “future proof” their technical environment

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