RAC

Logistics organizations are continually battling to meet customer demands. Technology is becoming the main differentiator in success in the industry, as it enables organizations to create greater efficiency and more collaborative operating models. With the market becoming saturated, traditional processes and methods are struggling to meet evolving requirements. Staying ahead of the curve is the key to remaining a competitor in the industry.

Scale to Meet Growing Demands

CHALLENGE

During the COVID crisis, demand for remote retail has soared. Customer expectations have remained high, even in the face of greatly increased difficulty and complexity for delivery and logistics providers, especially for those providing two-person delivery or assembly within the customer’s premises.

At the same time, in an increasingly competitive market, it is imperative that customers are satisfied and that their needs are met. To add to this, customers that are repeatedly dissatisfied with the customer service they receive will become increasingly frustrated and less loyal.

SOLUTION

Organizations must adopt new, innovative technologies in order to manage the increasing requirements being placed on them. A true-cloud technology infrastructure will enable organizations to scale their processes in order to rapidly meet the needs of customers, regardless of the size of the demand, while taking advantage of a powerful set of omni-channel tools. This scalability will also allow logistics organizations to service more customers, and to ensure that repeat customers are serviced efficiently and are more inclined to stay loyal to their organization.

PRODUCT

Limitless scalability in the cloud

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Reducing Operational Costs and Future-Proofing

CHALLENGE

Logistics organizations are under continual pressure to reduce costs, both operationally and for customers. However, as many processes in these organizations still rely on manual, labor intensive work, tasks can require large numbers of staff, and extensive human resourcing costs. On top of this, poor or slow data usage caused by dated technology can cause logistics solutions to become inefficient, and can increase costs significantly.

SOLUTION

By implementing a cloud-based solution that future-proofs organizations and will not go end-of-life, logistics companies can reduce operational costs in the long-run. Having a solution that offers end-to-end solutions and can scale on demand also ensures that companies are ready to meet and exceed all customer demands, add functionalities, and scale instantly as and when required.

PRODUCT

Quick and easy service management

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Automating Processes and Increasing Efficiency

CHALLENGE

Processes which require large amounts of repetitive, manual labor can only be carried out at a certain rate. This places a challenge on companies who are attempting to keep up with ever-increasing customer demands. A lack of efficiency within an organization can be the difference between success and failure for these companies, given the high competition in this industry sector. Further to this, when agents’ time is constantly consumed by high quantities of inquiries, they have little opportunity to focus on proactive customer approaches, and strategies which could differentiate the organization.

SOLUTION

In today’s modern world of technological innovation, manual, repetitive processes can become a thing of the past. Cutting-edge technology solutions and AI-driven processes can ensure that all logistics organisations can automate the standardised, manual process within their contact centres, to remove repetition from their staff’s work, and improve both the speed at which these processes are completed, and the workforce’s satisfaction ratings. To add to this, when processes and frequent inquiries are automated, agents are able to spend more time proactively implementing customer engagement and experience strategies, and mapping these to the customer journey.

PRODUCT

Intelligent automation

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