In this case study, we examine our client, a logistics provider, and how we established a secure process to validate, scrub, and record all lead information correctly. Additionally, we uncover how we provided continued maintenance of the client database.

Featuring:

• An inside look at client challenges.
• An overview of our customized solution approach.
• Key improvements on appointment set rate, outbound and inbound calls and metrics transparency.

Company details:

• Industry: logistics
• Location: United States
• Company size: 500
• Year founded: 1988
• Mission: provide high-quality transportation services with exceptional customer experience.

The challenge

Unorganized customer database & customer support process

In today’s world, logistics is crucial and as a logistics company, there are many things that must be well maintained for quality, safety and customer experience purposes.

For our client, the initial objectives were data input and customer service. They required assistance with establishing appointments for incoming leads as well as ensuring security by validating, scrubbing, and recording all information correctly. They needed continued maintenance of the client database, which lacked procedures to keep it up to date for both new and existing client information.

The solution

Applied methods, premier customer service

In order to provide the best support possible for the client, our team used a few different approachesWe first provided customer service support by handling all inbound calls, emails, and chats that came through their site. We quickly established communication and qualified potential leads, allowing the client’s sales team to focus on appointments.. We then took on data entry to keep the client database clean and up-to-date. We utilized a few tools to help automate this process as well as establish better organization methods.

Lastly, we helped to create and implement new procedures for managing customer information going forward. This included things like validation, scrubbing and recording data correctly. We provided customer service support by handling all inbound calls, emails and chats that came through their site. This helped to quickly establish communication with potential leads and help qualify leads so the sales team could focus on appointments.

The result

Increased customer interaction& data accuracy

• Appointment rate increase
  4% increase in lead count to appointment rate.
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• Outbound & inbound increase
  95% increase in outbound and inbound calls.
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• Metrics transparency
  Ongoing performance status reports.
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