The use of configurators to support warehouse service design: a case study of a logistics service provider

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Abstract
E-commerce’s rapid growth has increased demand for logistics services, pressuring logistics service providers (LSPs) to offer more competitive solutions in a fragmented industry. This drives a shift from customized to standardized services, which also impacts business processes. While configuration systems are widely adopted in manufacturing companies to support the sales process of products, their application in LSPs remains unexplored. A case study explored their feasibility in warehouse services and found that these services could be modeled and incorporated in a sales configurator, saving time on customer communication, reducing errors during the sales process, and enhancing collaboration on warehouse service design. Thus, the study points to a new application area for configurators, which neither the industry nor academia has given much focus.

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