A leading logistics provider was facing a steady decline in Customer Satisfaction (CSAT) scores, dropping to 65. Delivery failures, long wait times, and inconsistent agent communication led to customer frustration, multiple follow-up calls, and an overall poor service experience. An urgent transformation was needed across people, process, and technology dimensions to rebuild customer trust and loyalty.
Challenges
- Frequent delivery failures were not proactively addressed (NDR issues).
- Customers had to call multiple times for shipment updates, increasing dissatisfaction.
- Lack of logistics expertise among customer support agents.
- No real-time tracking systems for agents, resulting in inefficient call follow-ups.
Solutions
| Category | Challenges | Solutions Implemented | Impact |
| People Transformation | Lack of logistics expertise among support agents. Poor customer engagement and issue resolution skills. | Recruited and trained agents with specialized logistics knowledge. Introduced performance-based growth opportunities to improve agent motivation and reduce turnover. | Attrition reduced by 25% |
| Process Optimization | Delivery failures were not proactively communicated to customers. Customers needed to call multiple times for updates. | Implemented real-time API integration for instant delivery failure alerts. Automated proactive notifications via SMS, email and WhatsApp to keep customers informed without the need for repeated calls. | CSAT Score improved from 65 to 90. First-Call Resolution (FCR) improved by 20%. |
| Technology Enablement | Lack of real-time shipment tracking information available to agents. Inefficient and delayed call follow-ups. | Integrated logistics tracking systems with CRM platforms for real-time shipment updates. Deployed auto-triggered customer calls immediately after delivery failures to manage expectations proactively. | Average Handling Time (AHT) reduced by 15%. Call abandonment rate dropped from 22% to 7%. |
