Digital Customer Interaction Platform

Business Scenario

The client is the world's NVOCC market leader with their established footprints into local markets and strong positioning in global logistics. He wanted to give a shift providing enhanced customer experience by going digital.

The Challenge

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 for tracking shipments
  • Quick booking and generating a quote
  • Centralized portal for access to WHS inventory
  • Invoicing and payments
  • Live chat with customer service
  • Customer oriented 360° portal which will automate the complete logistics process

Benefits

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