Case Study: DSL achieves 90% fill rates and improved First Time Fix Rate with Baxter Planning

How Baxter helped them implement steps to streamline their service supply chain and improve customer service

DSL is a Western Canada commercial food‑equipment distributor and service provider with a 100‑year history, supplying customers such as McDonald’s, 7‑Eleven and Wendy’s. Facing the complexity of planning more than 15,000 parts for 80 technicians across 100+ products and constrained van space, the company needed a better way to forecast, stock and deliver the right parts to the right place.

DSL implemented Baxter’s Prophet planning software with hands‑on training, automated replenishment, service‑level analytics and prioritization logic to optimize inventory and parts allocation. Within six months the first‑time fix rate rose from 83% to 88%, fill rates improved from 71% to 90% (a 19% gain), and clearer, data‑driven processes strengthened relationships between technicians and the supply‑chain team.

DSL