Digital Customer Interaction Platform

Business Scenario

The client is world's NVOCC market leader with deep penetration into local markets and strong positioning in global logistics. They wanted to render better digital customer experiences with the help of an efficient customer-centric portal. This portal automates end-to-end logistics process; right from shipment booking to its tracking, in order to enhance operational efficiency and achieve customer satisfaction.

Challenges

  • The logistics process right from shipment booking to its tracking was operated manually and that seemed to be very tedious and time consuming.
  • The existing operations created an inconsistent customer experience and increased customer service costs.

Solution Highlights

  • ‘Sailings Finder’ to search locations across the globe
  • Track & Trace facility for tracking shipments
  • Quick booking and quote generation
  • Centralized portal for access to WHS inventory
  • Invoicing & payments
  • Customer service with Live Chats
  • Customer oriented 360° portal which automates the complete logistics process

Benefits

  • End-to-end visibility to the customers
  • Achieved operational flexibility
  • Increase in customer satisfaction index