Powering Bosch Siemens: driving quality & speed in Nordic home appliance logistics
Helping a multinational manufacturer to ensure quality and provide its customers with fast and efficient service in the time-sensitive field.
As among the largest manufacturers of home appliances in Europe and a global leader worldwide, BSH operates 40 factories around the world and has a workforce of more than 52.000 employees.
The challenge
For BSH Hausgeräte GmbH (BSH), Europe’s largest home appliance manufacturer (originally a joint venture between Bosch and Siemens. Ensuring rapid and reliable service for their customers is the main priority. When a vital appliance like a refrigerator breaks down, extended repair times (e.g., 4-5 days) can lead to immense customer frustration and even prompt them to purchase a new unit instead of repairing the existing one. BSH’s primary challenge was securing a logistics partner who could guarantee exceptionally fast spare parts delivery, ideally within one day, to minimise customer downtime and maintain high satisfaction. Furthermore, a swift and efficient spare parts flow was crucial for BSH to meet its significant sustainability goals by enabling repairs and extending product lifecycles rather than driving new purchases.
DANX's solution
BSH partnered with DANX in 2014, initially implementing a warehouse solution in Sweden. Recognizing the immediate impact of DANX’s quality and efficiency, BSH quickly expanded the cooperation to cover Denmark and Norway. Since 2017, DANX has taken full responsibility for managing BSH’s warehouses, delivering spare parts via their fast in-night solution, and handling all returns. DANX’s specialised service allows BSH technicians to order necessary spare parts as late as 5:00 PM, with guaranteed delivery directly into their vans before 7:00 AM the following morning. Beyond standard deliveries, DANX had continuously improving the service alongside BSH. This included the development of an “espresso service,” where DANX efficiently manages the pickup of broken espresso machines from private customers, transports them for repair, and delivers them back once fixed, ensuring minimal downtime for any appliance.
The result
The partnership with DANX has dramatically impacted BSH’s operations and customer satisfaction. The pre-7:00 AM in-night deliveries ensure technicians have parts precisely when needed, leading to faster repairs and a significant boost in the number of appliances fixed daily. This directly translates to more functional machines and less inconvenience for end-customers. By drastically reducing repair waiting times (to within one day for most cases), BSH has seen a substantial improvement in customer satisfaction and fostered loyalty. The rapid and reliable flow of spare parts directly supports BSH’s sustainability objectives by enabling efficient repairs and reducing the environmental impact associated with manufacturing and disposing of new appliances. DANX consistently offers flexible, tailored solutions (like the ‘espresso service’ and dangerous goods transport) that adapt to BSH’s evolving needs, proving to be a highly flexible and reliable logistics partner. The efficient return system managed by DANX is highly valuable, as faster return of unused or surplus spare parts to the warehouse means they can be re-dispatched sooner, optimising inventory turnover and reducing costs associated with holding stock.
Key takeways
- BSH has experienced a massive increase in engineer and machinery uptime due to faster repair, which results in more satisfied customers.
- BSH has improved the customer experience due to its high satisfaction rate after cooperating with DANX.
- DANX offers BSH a very flexible ‘partner’ solution, e.g. DANX transporting the espresso machines back and forth from repair to ensure the shortest possible downtime.
- The home appliance field is time-critical, and therefore it is important for BSH to have a partner that can deliver their spare part before 07.00 in the morning.
- The DANX’s fast return system is of great value to BSH. A BSH technician has a large assortment of spare parts as it makes a difference if they only have to visit a customer with a repair requirement once. This means that many spare parts are returned to the original warehouse. The sooner this happens, the sooner they can be sent out again.
“I like and value the good communication we have with DANX, it is essential for the good cooperation, and it makes my job much easier. As a manager, the daily reports are of much value, and it keeps me in the loop of what is going on. I am genuinely impressed by the DANX warehouse and its high-tech equipment. It is amazing how large volumes DANX can handle with so few employees. BSH is very satisfied with DANX and is looking forward to much more cooperation In the future”.
Dmitry Nikonov – Logistics Manager, Northern Europe
