LEA Reply™ is warehouse management, visibility, scheduling, cross docking, smart tracking and point-of-sale logistics.
The LEA Reply platform is composed of a catalogue of ready-to-use business services, that can be combined, acting as building blocks, to quickly develop and realise new solutions for specific business needs. The result is a flexible, interconnected platform for all activities along the supply chain. This modular business services approach allows our development teams to rapidly deploy or modify individual services and create new applications at an unprecedented rate.
We apply a DevOps methodology for product development and maintenance. This is an interactive, flexible and incremental approach that bridges software development with operations. Continuous deployment minimises customer impact and downtime to ensure business continuity.
Gartner defines Supply Chain Execution Convergence as "unifying the end-to-end orchestration of logistics processes and systems". Our platform is built to effectively address SCE Convergence, granting interoperability to multiple systems from different functional areas, allowing these systems to exchange data and "speak the same language". This reduces fragmentation within the organisation, optimising overall performance and customer experience.
Our open API framework facilitates the effortless adoption of next generation technologies as soon as they come to market, allowing our customers to anticipate the technology trends of tomorrow with LEA Reply's forward-looking platform.
Modern interactions and UI create a seamless and intuitive user experience. Responsive web design allows us to support different devices including desktop, mobile, tablet and wearables. We have integrated advanced dashboards for immediate access to useful information anytime, on any device. The addition of technologies such as voice, wearables and conversational interfaces allow the operator to focus on the task rather than the technology.
We are dedicated to maintaining GDPR compliance, our solutions are designed following Privacy by Design principles. We apply industry best practices not only for our own compliance but also to help our clients comply with GDPR requirements. We regularly update our security features to ensure the protection of our client's data, as well as the data of their end-customers. We support our clients in Data Protection Impact Assessment for joint project initiatives.
Security is our top priority. We have multiple technical and operational measures in place to ensure the highest security levels. We rely on the best-in-class Cloud Service Provider to guarantee infrastructure security and robustness. Moreover, we periodically execute complete Security Assessments on all of our systems. If a security vulnerability is identified we act immediately to eliminate the threat and take proactive measures to prevent future occurrences.
The LEA Reply platform provides a resilient IT architecture ensuring the highest levels of availability. Our solutions have built-in measures to tolerate system or hardware failures with minimal customer impact. Our customer support team assists clients after project go-live and can design customised support plans on request, defining escalation levels and processes to maintain business continuity in case of issues or problems on the customer-end.
Scalability for Growth. Our cloud-native infrastructure allows you to upgrade storage and processing power when needed at peak times. This is especially important for highly seasonal businesses and fast growing companies. As well as offering SaaS licensing models, we can also create custom payment plans that consider business volume. This means you only pay for what you use, reducing cost and overheads.
Our support team assists our clients after the project go-live with different coverage options, including 24/7 support. The multilingual support team is structured to work on different daily shifts, to assist customers distributed on a global scale, across multiple time zones. We offer three levels of support.
1st level support operators have a functional knowledge of the product and the client's application configuration. They receive and classify potential problems that emerge. In some cases they are already able to solve minor problems without resorting to Level Two support. When this is necessary, they open tickets and manage the escalation to the next level.
Highly competent resources that recognise the type of intervention to be carried out. They provide a rapid response, guarantee corrective or minor development maintenance, identify and correct possible anomalies, resolve tickets and communicate the resolution to the level one support. If the support team is not able to resolve the report independently, it can access more specialised profiles: product specialists or infrastructure team.
R&D team resources, dedicated to product evolution and support on core components. When engaged by level two support, they identify, direct and resolve any problems on the product components and report the findings to the person that involved them.
Service Level Agreements (SLAs) are defined together with our customers based on their specific needs in terms of response and resolution time.
The response times depend on the priority level and the type of support contract signed, which in turn depends on the Customer’s organisation and the criticality of the processes it manages. Customised and tailor-made SLAs can be created to meet the specific needs of the customer.
Our focus is to give effective support to our clients with dedicated tools and workflows that involve specialised teams according to escalation levels.
Through a dedicated helpdesk web portal, the customer can open a ticket related to an incident during normal operations. The tickets can involve issues or simply questions on specific operational situations. The portal allows you to monitor the status of the ticket and create monthly reports by issue type, area, and resolution to allow our support team to predict where issues may arise in future and offer proactive support such as training.