Experience
Jungheinrich van being loaded

Jungheinrich Portugal

A bespoke logistics solution, utilising an innovative in-boot delivery service

Helping a world-leading manufacturer with its strategic focus on service excellence and driving industry best-practice

The challenge
To develop an optimised solution, for world-leading materials handling manufacture, Jungheinrich Portugal. The aim was to maximise efficiencies – by reducing next day delivery times and supporting with field engineer productivity – to further enhance Jungheinrich’s end-customer experience and support with other strategic enhancements.

The outcome
A bespoke solution, utilising Carousel’s innovative in-boot delivery service. The final solution removes the complexities associated with the last mile delivery stage; helping to guarantee the availability of parts and speed-up first-time fix rates, ultimately driving competitive advantage.

Materials handling is one of the most rapidly developing areas of industry, and to combat growing challenges, it is undergoing a fast-paced digital transformation. Technological innovations are driving significant change in the supply chain, due to increased demands for efficiency, timesaving, and cost reductions.

For Jungheinrich, delivery times were one of the most critical ‘success factors’ in the industry because of the massive impact this has on their field engineer productivity, efficiency, and ultimately, the customer experience. With their end-customer in mind, Jungheinrich made significant investment to consolidate its position in the Portuguese market. After seeing success between Carousel and Jungheinrich’s partnership in Spain, they were keen to bring the innovative solution to Portugal, to offer fast and flexible deliveries to their end customer, via a new and enhanced in-boot delivery service. Facilitating faster responsiveness has resulted in greater productivity to their field engineers and in turn, to their end customer's operation too.

Carousel’s innovative solution is integral to our proposition; allowing us to get parts to engineers faster and meet changing customer demand with ease. This in turn helps minimise the downtime of equipment, provide a faster customer response and ultimately improve the efficiency of our customers’ operation. The appointment demonstrates our continued investment in service delivery, and in driving best-practice in the industry.

Since the service went live in August 2020, Jungheinrich Portugal has already seen a significant increase in the efficiency of its engineer network, due to a reduction in mileage and travel time required to collect parts. It is estimated that Carousel’s solution has:

  • Brought an additional 10%-15% in total ‘up-time’ for technicians. This efficiency saving provides more time for engineers to be out visiting customers, responding to requests, and minimising machine downtime.

  • Significantly increased the availability rate of Jungheinrich parts, which is now thought to exceed 98%. This has not only helped to boost the productivity of technicians but also a drop in fuel and toll costs has driven down operational costs and supported in a reduction in the overall environmental footprint of the company too.


The solution
Carousel has worked closely with clients to deliver tech-enabled logistics solutions designed to simplify supply chain management while offering real-time visibility. By combining a high-performance network with the very latest transport solutions, technology, and expertise, Carousel provides Jungheinrich Portugal, and its end customers, with a flexible optimised solution that meets their needs exactly.

Jungheinrich’s newly launched in-night service sees Carousel delivering time-critical parts and products, pre-7 am, directly into the van/boot of a service technician. Parts and products arrive into Porto and Lisbon airports each night by air, direct from the company’s primary Distribution Centre (EDC) in Kaltenkirschen, Germany.

These parts are then injected seamlessly into Carousel’s final mile network on arrival. Goods are distributed directly into technicians’ vans, which are pinpoint located by GPS trackers and accessed with a master key. With parts already in the van before the working day, engineers do not waste time picking up parts before heading out to see customers.

Goods arrive less than 24hrs after the order was placed, and before the start of the working day. The service covers the whole of mainland Portugal.

The innovative in-boot service provided by Carousel is helping to clearly position Jungheinrich Portugal as an industry leader in the domestic market. The new service allows them to be faster in customer response, minimising the downtime of equipment and contributing to better efficiencies of their customer’s operations.

As a result of Carousel’s value-added solution, Jungheinrich Portugal has seen a significant increase in efficiency, increasing productivity, and cementing their commitment to delivering service quality for their customers:

Having worked with Carousel in Spain, we’ve been very pleased with the partnership and its outcomes. During this time, they have already proven their exceptional level of service, as well as their enhanced network of services; that is the reason for us selecting them as our lead partner in Portugal.