Getting on board with Hermes
There is a myriad of reasons why cargo handlers and airports across the world adopt Hermes systems, from a desire to decrease handling times and increase reliability, to automating and consolidating processes, to providing operational reporting and insights that improve a company’s management and overall business performance.
Hermes Logistics Technologies (HLT) strongly recommends that each implementation begins with an in-depth business study, conducted by HLT’s team of cargo experts. This is to understand existing key operational processes and to determine how the Hermes system should be set up and configured for optimal cargo handling performance.
These business studies document the proposed processes but also provide recommendations on specific areas of customisation which may be required, such as links to local customs systems.
Once the business study has been signed off, implementation is not just about technical knowhow and upgrades, a large part of a Hermes implementation is about the staff who will be using the system once it’s in place.
One of the key aspects of a successful implementation is developing a strong cargo key users’ team to support the implementation, and to own and manage the system once it is installed and working.
This team plays a key role, not only in understanding the Hermes system, but in preparing the user communities for change which a new system inevitably brings. This can be done via roadshows, posters, handouts as well as dedicated classrooms or project offices.
HLT strongly advocates a “train the trainer” approach, to ensure that training capabilities reside with the customer, particularly where Hermes is being installed across multiple sites.
We work together with the key users to not only train and upskill staff members, so they can pass on the knowledge to the whole team, but also to ensure that they can take full advantage of Hermes’ advanced features and are in position to provide first level support to their users.
Following implementation, Hermes provides continued customer support and can provide refresher training to customers, so they can stay on top of updates and developments in their business.
This close relationship we have with our customers means that our communication is mutually beneficial and the feedback and questions that they provide means we can continuously work on upgrading and developing our software to meet their and overall industry needs.
The logistics industry is still evolving, and customer support and training is key in bringing new ideas into a community which can sometimes be resistant to change and adds a personal dimension to implementing new technologies.