- Customer Experience and Contact Centre Services
- Webhelp Payment Services
Logistics businesses have to deliver more than the goods. They have to provide effective service and timely information from first contact to the tricky "last kilometre". With margins under pressure, competitors at the door and vast consumer networks to manage, they need to deliver a compelling customer experience with absolute efficiency. By accelerating their shift to omni-channel communication and advanced self-service, we’re helping logistics firms win their clients’ confidence, exceed consumer expectations and protect their margins.
Powering 24-hour service via self-service channels.
Connecting and optimising your supply chain for effective service
Operating lean to protect your margins
Extending your options for "last kilometre" delivery
Proving the value your deliver for your clients
Delivering technology advantage
Logistics firms have invested in systems that give up-to-the-minute package tracking information. We’ve developed self-service solutions that make that information accessible to your clients and their customers 24 hours a day across online, mobile and social channels. And we’re preventing calls to the contact centre by using proactive personalised messages to alert customers to delivery plans, imminent arrivals or unexpected delays. From first contact to last kilometre, we’ll deliver exceptional service, while you deliver the goods.
We focus on creating loyal advocates for your brand by reducing customer effort, resolving issues on first contact and going the extra mile to create delight. There’s more to it than being polite and friendly. We can get it right for your customers because we’re integrated to your supply chain – from consignment tracking to customs clearance systems, even the GPS in your vehicles or your subcontractors’ – we can monitor the progress of each delivery and keep customers informed.
In a logistics market with tight margins we build lean operations. We use root cause analytics and demand management to reduce contacts that add unnecessary cost to your business. With advanced workforce management we can staff up for seasonal peaks without creating a cost burden for the rest of the year. And when unforeseen peaks happen because of outages or delays, we can mobilise teams at short notice via our connected international network. With innovative rightshoring strategies we leverage the advantages of low-cost locations without compromising service quality across your front and back office.
We’re brokering deals between logistics businesses and retailers to create local customer collection points on high streets across Europe. We’re training their staff in customer service and linking their locations to our information systems. Fixing the "last kilometre" challenge of failed deliveries or repeated attempts is the "big win" for your industry – and we’re working hard to deliver it.
When we interact with your clients’ customers we represent both your brand and theirs. We measure our performance by NPS and Customer Effort, and provide you with evidence that demonstrates the value you’re adding to your clients’ brands by keeping their delivery and service promises. We also use advanced analytics and Voice of the Customer programmes to identify ways to constantly improve our performance and yours.
We’re committed to providing access to leading edge technologies. Through partnership and acquisition, we’re building a portfolio of innovative solutions that can supplement, enrich or replace your legacy systems to accelerate your progress towards omni-channel customer engagement.