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S M A RT   C O U R I E R™   S E RVI C E
S M A RT       C O U R I E R™          S E RVI C E




                A Canadian company, Apple Express provides innovative transportation services
                and customized logistics programs. Since its inception in 1985, Apple Express
                has been a name synonymous with service quality, innovation and leading edge
WHO Express?
 Is Apple
                technology. It has earned its reputation as a premier service provider by
                consistently delivering on its promises.

                In 1991, Apple Express offered critical parts storage and expanded its portfolio of
                customized logistics programs across 24 cities across Canada. The success of this
                expansion combined with demand for innovative transportation and logistics
                solutions launched Smart Courier™ service into the spotlight as a sought after
                solution for many Fortune 100 firms.




                The Smart Courier™ service is available nationwide and provides expedited,
                low-cost field repair, replacement, installation and preventive maintenance for
WHAT Courier?
  Is Smart
                a variety of industries. This service is carried out by high-tech courier/repair
                technicians fully trained to perform parts swap-out, product installation and
                de-installation on-site.




                The seamless nature with which Smart Courier™ integrates within a client’s
                internal processes, makes it the intelligent choice for any operation where
                customer service is a primary focus.
WHY Courier?
 use Smart      Customizable • We are able to integrate your unique requirements into
                               our infrastructure

                Scalable       • Our technology and resources can meet the demands of
                                 any organization

                Responsive     • A typical field repair is completed in less than two hours

                Service        • As an extension of your organization our premium customer
                                 service standards maintain your customers loyalty

                Economical     • We have internal efficiencies that are passed on to our clients

                Full Service   • We are able to provide you a complete range of logistical services

                Pro-active • We keep you updated on a job from start to finish, giving you
                Management full control over the process

                Measurable     • We provide detailed reporting on our performance and service quality
S M A RT        C O U R I E R™        S E RVI C E



Features of Smart Courier™         • A unique dispatching methodology that enables Apple Express to meet your
                                     specific time requirement. The end result is our ability to service any call in
These key features of Smart          less than two hours regardless of frequency.
Courier™ are part of our           • Ability to meet contractual commitments of your Service Level Agreement
standard offering:                   (SLA) with your client.
                                   • Competent logistics specialists and A+ certified technicians to perform delicate
                                     component level tasks.
                                   • Dedicated customer service representative(s) knowledgeable with your service
                                     requirements.
                                   • Dedicated logistics transportation specialist(s) who monitor, expedite your
                                     call and keep you informed of call progress.
                                   • Option of personalized uniformed personnel keeping your service seamless
                                     to your customers.
                                   • Custom designed management reporting for monitoring performance and
                                     service quality.
                                   • Tracking capabilities that enable interdepartmental charge back and billing.



How Smart Courier™ works           1. Receive notification of parts or equipment failure.
                                   2. Receive listing of the parts/equipment required for the call.
Smart Courier™ can be triggered    3. Source the replacement part(s)/equipment(s).
by a parts or equipment failure.   4. Dispatch the appropriate Smart Courier.
The following steps quickly move   5. Perform swap-out or de-installation/installation on-site.
into action:                       6. Return the defective part/equipment to the designated authorized
                                      depot for returns.
                                   7. Monitor the progress of the call through our National Dispatch Center,
                                      providing the necessary support, until completion.
                                   8. Charge back the client’s designated cost center.



Support Services                   NATIONAL PARTS STORAGE DEPOTS – Provides warehousing, inventory management,
                                   and distribution services of parts, equipment and any product.
                                   DEFECTIVE RETURN PROGRAMS - Coordinates and transports the return of defective
                                   product to service or parts depots.
                                   EQUIPMENT CONFIGURATIONS – Assembly and configuration of computer and
                                   related products for delivery and installation at client sites.
                                   DIRECT DRIVE SERVICES – A non stop service; uninterrupted delivery between
                                   pickup and drop-off point.
                                   NEXT FLIGHT OUT (NFO) – Delivery of any type of shipment using the next
                                   flight out to any destination in North America.
S M A RT                  C O U R I E R™   S E RVI C E



 Mission Critical Applications            • The technology based sectors where it is expected and required to have all systems
                                            and networks fully operational around the clock. The requirement is to provide
Smart Courier™ is a solution that           speedy delivery of computers, servers, and any part to support large organizations
is used for a variety of time sensitive     and governments anywhere in North America.
mission critical logistical applica-
tions. We have customers in:              • The medical sector where seconds count in delivering equipment and respective
                                            parts to individuals, hospitals, medical clinics and physicians with a sense
                                            of urgency.

                                          • The retail sector where sales transactions are dependent on the reliability of
                                            equipment to perform these transactions.



 Cost Benefit Analysis                    While the quantification of cost vs benefit is difficult in the absence of specific details,
                                          it is however possible to compare Smart Courier™ to a culmination of services
                                          required to perform the same logistical task(s).




   Individual Services Req’d                               Logistical Task

                     Receiving
                       Storage                         WAREHOUSING / STORAGE
                                                 distribution of service parts and components
                     Shipping

          Inventory Control                    INVENTORY CONTROL & MANAGEMENT
        Management Services                            of service parts and components


          Product configuring                   SOURCING OF PARTS / COMPONENTS
              De-configuring                         required for a particular service call


                Order pickup                             PICKUP AND DELIVERY
               Order delivery                   of parts/components required to the service site
                                                                                                           Smart Courier™
            Swap-out Service                    SWAP-OUT OR UNINSTALL-N-INSTALL
    Uninstall-n-install service                             of parts / components

                                                                                                       The consolidation of logistic services
             Return Material                               RETURNS PROGRAM                             into the Smart Courier™ Program
Authorization (RMA) services                          for defective parts and components               result in a higher return on your
                                                                                                       investment and eliminate the interac-
           Interdepartmental                                       BILLING                             tion with multiple suppliers. With
      charge back and billing                         Inter -Departmental billing (IDB)                the added value of both dedicated
                                                                                                       customer service representatives and
                                                                REPORTING                              logistic transportation specialists
           Reporting Services                    for detailed review of your logistic activities       Smart Courier™ is a true “one stop”
                                                                                                       solution for all your logistical tasks.
S M A RT        C O U R I E R™         S E RVI C E



Set-up Possibilities                  The flexibility and adaptability of Smart Courier™ is demonstrated through it’s ability
                                      to be configured to suite the client’s current set-up. Set-up possibilities include the
                                      following scenarios for pickup delivery and return of the parts/components:


   Pickup from                        Deliver to           Replace / Exchange                        Return to

   Client’s Depot                     Client Site          Part / Equipment @ Client Site            Client’s Depot
   Client’s Depot                     Client Site          Part / Equipment @ Client Site            Parts supplier
   Client’s Depot                     Client Site          Part / Equipment @ Client Site            Source Logistics Depot
   Source Logistics Depot             Client Site          Part / Equipment @ Client Site            Source Logistics Depot
   Source Logistics Depot             Client Site          Part / Equipment @ Client Site            Client’s Depot
   Source Logistics Depot             Client Site          Part / Equipment @ Client Site            Parts Supplier




Implementation Steps             1.   Determine the client’s parts locations / site requirements.
                                 2.   Identify the client’s Service sites / site requirements.
We will provide a dedicated      3.   Obtain the product’s handling and storage requirements.
project manager to coordinate    4.   Determine the service response standards required / possible.
an effective implementation.     5.   Confirm the client’s swap-out or uninstall-n-install service requirements
Typical steps in our project     6.   Confirm the client’s product return drop off location(s) if different from the
plan are:                             pickup location(s).
                                 7.   Obtain the client’s billing requirements that include cost center charge backs
                                 8.   Create an implementation plan.
                                 9.   Set-up the client’s profile, operational, warehousing, logistics and billing systems.
                                10.   Implement the plan.



Service Centres                       BRITISH                        ONTARIO                        NEW BRUNSWICK
                                      COLUMBIA                       Barrie                         St John
                                      Victoria                       London                         Fredericton
                                      Vancouver                      Windsor                        Moncton

                                      ALBERTA                        Toronto                        NOVA SCOTIA
                                      Calgary                        Kitchener/Waterloo             Halifax
                                      Edmonton                       Hamilton                       Sydney
                                                                     Kingston
                                      SASKATCHEWAN                                                  NEWFOUNDLAND
                                                                     Ottawa
                                      Regina                                                        St John's
                                      Saskatoon                                                     Cornerbrook
                                                                     QUEBEC
                                      MANITOBA                       Montreal                       PEI
                                      Winnipeg                       Quebec City                    Charlottetown
MONTREAL                      MISSISSAUGA                 VA N C O U V E R

8100 Trans Canada Highway, Suite A     5300 Satellite Drive    8980 Fraserwood CT. Unit 11
     St. Laurent, PQ H4S 1M5         Mississauga, ON L4W 5J2      Burnaby, BC V5J 5H7
          Tel: (514) 956-8591          Tel: (905) 602-9499         Tel: (604) 437-1156
          Fax: (514) 956-8372          Fax: (905) 602-9335         Fax: (604) 437-1157

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SmartCourier™ Presentation

  • 1. S M A RT C O U R I E R™ S E RVI C E
  • 2. S M A RT C O U R I E R™ S E RVI C E A Canadian company, Apple Express provides innovative transportation services and customized logistics programs. Since its inception in 1985, Apple Express has been a name synonymous with service quality, innovation and leading edge WHO Express? Is Apple technology. It has earned its reputation as a premier service provider by consistently delivering on its promises. In 1991, Apple Express offered critical parts storage and expanded its portfolio of customized logistics programs across 24 cities across Canada. The success of this expansion combined with demand for innovative transportation and logistics solutions launched Smart Courier™ service into the spotlight as a sought after solution for many Fortune 100 firms. The Smart Courier™ service is available nationwide and provides expedited, low-cost field repair, replacement, installation and preventive maintenance for WHAT Courier? Is Smart a variety of industries. This service is carried out by high-tech courier/repair technicians fully trained to perform parts swap-out, product installation and de-installation on-site. The seamless nature with which Smart Courier™ integrates within a client’s internal processes, makes it the intelligent choice for any operation where customer service is a primary focus. WHY Courier? use Smart Customizable • We are able to integrate your unique requirements into our infrastructure Scalable • Our technology and resources can meet the demands of any organization Responsive • A typical field repair is completed in less than two hours Service • As an extension of your organization our premium customer service standards maintain your customers loyalty Economical • We have internal efficiencies that are passed on to our clients Full Service • We are able to provide you a complete range of logistical services Pro-active • We keep you updated on a job from start to finish, giving you Management full control over the process Measurable • We provide detailed reporting on our performance and service quality
  • 3. S M A RT C O U R I E R™ S E RVI C E Features of Smart Courier™ • A unique dispatching methodology that enables Apple Express to meet your specific time requirement. The end result is our ability to service any call in These key features of Smart less than two hours regardless of frequency. Courier™ are part of our • Ability to meet contractual commitments of your Service Level Agreement standard offering: (SLA) with your client. • Competent logistics specialists and A+ certified technicians to perform delicate component level tasks. • Dedicated customer service representative(s) knowledgeable with your service requirements. • Dedicated logistics transportation specialist(s) who monitor, expedite your call and keep you informed of call progress. • Option of personalized uniformed personnel keeping your service seamless to your customers. • Custom designed management reporting for monitoring performance and service quality. • Tracking capabilities that enable interdepartmental charge back and billing. How Smart Courier™ works 1. Receive notification of parts or equipment failure. 2. Receive listing of the parts/equipment required for the call. Smart Courier™ can be triggered 3. Source the replacement part(s)/equipment(s). by a parts or equipment failure. 4. Dispatch the appropriate Smart Courier. The following steps quickly move 5. Perform swap-out or de-installation/installation on-site. into action: 6. Return the defective part/equipment to the designated authorized depot for returns. 7. Monitor the progress of the call through our National Dispatch Center, providing the necessary support, until completion. 8. Charge back the client’s designated cost center. Support Services NATIONAL PARTS STORAGE DEPOTS – Provides warehousing, inventory management, and distribution services of parts, equipment and any product. DEFECTIVE RETURN PROGRAMS - Coordinates and transports the return of defective product to service or parts depots. EQUIPMENT CONFIGURATIONS – Assembly and configuration of computer and related products for delivery and installation at client sites. DIRECT DRIVE SERVICES – A non stop service; uninterrupted delivery between pickup and drop-off point. NEXT FLIGHT OUT (NFO) – Delivery of any type of shipment using the next flight out to any destination in North America.
  • 4. S M A RT C O U R I E R™ S E RVI C E Mission Critical Applications • The technology based sectors where it is expected and required to have all systems and networks fully operational around the clock. The requirement is to provide Smart Courier™ is a solution that speedy delivery of computers, servers, and any part to support large organizations is used for a variety of time sensitive and governments anywhere in North America. mission critical logistical applica- tions. We have customers in: • The medical sector where seconds count in delivering equipment and respective parts to individuals, hospitals, medical clinics and physicians with a sense of urgency. • The retail sector where sales transactions are dependent on the reliability of equipment to perform these transactions. Cost Benefit Analysis While the quantification of cost vs benefit is difficult in the absence of specific details, it is however possible to compare Smart Courier™ to a culmination of services required to perform the same logistical task(s). Individual Services Req’d Logistical Task Receiving Storage WAREHOUSING / STORAGE distribution of service parts and components Shipping Inventory Control INVENTORY CONTROL & MANAGEMENT Management Services of service parts and components Product configuring SOURCING OF PARTS / COMPONENTS De-configuring required for a particular service call Order pickup PICKUP AND DELIVERY Order delivery of parts/components required to the service site Smart Courier™ Swap-out Service SWAP-OUT OR UNINSTALL-N-INSTALL Uninstall-n-install service of parts / components The consolidation of logistic services Return Material RETURNS PROGRAM into the Smart Courier™ Program Authorization (RMA) services for defective parts and components result in a higher return on your investment and eliminate the interac- Interdepartmental BILLING tion with multiple suppliers. With charge back and billing Inter -Departmental billing (IDB) the added value of both dedicated customer service representatives and REPORTING logistic transportation specialists Reporting Services for detailed review of your logistic activities Smart Courier™ is a true “one stop” solution for all your logistical tasks.
  • 5. S M A RT C O U R I E R™ S E RVI C E Set-up Possibilities The flexibility and adaptability of Smart Courier™ is demonstrated through it’s ability to be configured to suite the client’s current set-up. Set-up possibilities include the following scenarios for pickup delivery and return of the parts/components: Pickup from Deliver to Replace / Exchange Return to Client’s Depot Client Site Part / Equipment @ Client Site Client’s Depot Client’s Depot Client Site Part / Equipment @ Client Site Parts supplier Client’s Depot Client Site Part / Equipment @ Client Site Source Logistics Depot Source Logistics Depot Client Site Part / Equipment @ Client Site Source Logistics Depot Source Logistics Depot Client Site Part / Equipment @ Client Site Client’s Depot Source Logistics Depot Client Site Part / Equipment @ Client Site Parts Supplier Implementation Steps 1. Determine the client’s parts locations / site requirements. 2. Identify the client’s Service sites / site requirements. We will provide a dedicated 3. Obtain the product’s handling and storage requirements. project manager to coordinate 4. Determine the service response standards required / possible. an effective implementation. 5. Confirm the client’s swap-out or uninstall-n-install service requirements Typical steps in our project 6. Confirm the client’s product return drop off location(s) if different from the plan are: pickup location(s). 7. Obtain the client’s billing requirements that include cost center charge backs 8. Create an implementation plan. 9. Set-up the client’s profile, operational, warehousing, logistics and billing systems. 10. Implement the plan. Service Centres BRITISH ONTARIO NEW BRUNSWICK COLUMBIA Barrie St John Victoria London Fredericton Vancouver Windsor Moncton ALBERTA Toronto NOVA SCOTIA Calgary Kitchener/Waterloo Halifax Edmonton Hamilton Sydney Kingston SASKATCHEWAN NEWFOUNDLAND Ottawa Regina St John's Saskatoon Cornerbrook QUEBEC MANITOBA Montreal PEI Winnipeg Quebec City Charlottetown
  • 6. MONTREAL MISSISSAUGA VA N C O U V E R 8100 Trans Canada Highway, Suite A 5300 Satellite Drive 8980 Fraserwood CT. Unit 11 St. Laurent, PQ H4S 1M5 Mississauga, ON L4W 5J2 Burnaby, BC V5J 5H7 Tel: (514) 956-8591 Tel: (905) 602-9499 Tel: (604) 437-1156 Fax: (514) 956-8372 Fax: (905) 602-9335 Fax: (604) 437-1157