At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the waves that did not batch to Autostore on Thursday, March 4, 2021.
Thursday, March 4th
9:46 AM: Dick’s Sporting Goods calls into Support stating that a particular batch is not showing in Autostore.
10:05 AM: Support runs a SQL query to rebatch these waves and they show in Autostore. Confirmed with Site over the phone.
11:43 AM: Christopher Jennings sends and email with five more batches that are showing the same issue. We repeat the same action and the waves then show in Autostore. Christopher alerts Support that there are more waves having this issue and that he will compile a list so that these changes can be made.
12:26 PM: Christopher emails list of forty-three (43) waves that are not showing in Autostore. Each of these waves are rebatched and the new batches are sent to Dick’s Sporting Goods.
4:29 PM: Christopher calls back with two additional waves that are not showing in Autostore. Upon research, these waves are determined to have been completed and picked prior to the call.
In researching the Root Cause for this problem, we found that the orders in question appeared to be batched by pre-processor, but were not available in the Autostore console or available to pick at the touch stations. No errors were visible in logs, but the assumption is a possible communication issue to Autostore. Support will work with Autostore team to investigate further.
We were able to successfully rebatch the failed batches. Upon rebatching, the system was able to pick enough orders between the waves to send the data to the Autostore.
Our commitment to you:
Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service and we assure you we're taking the required preventative measures to prevent reoccurrence.