End-To-End Customer Engagement Portal

Business Scenario

One of the largest NVOCC companies was seeking to make their customer experience digital. The objective was to develop an efficient customer centric portal which automates the end to end logistics process right from shipment booking to its tracking in order to increase operational efficiency and achieve customer delight.

Solution Highlights

  • Sailings finder to search locations across the globe
  • Track & Trace for tracing shipments
  • Quick booking and quote
  • Centralized portal for access to WHS inventory
  • Reporting and administration
  • OBL instructions and containers loading/unloading schedule
  • Invoicing and payments
  • Live chat with customer service
  • Customer oriented 360° portal which will automate the complete logistics process. The portal will act a single point of doing business with the client

Challenges Faced

  • Data Synchronization mechanism between 85+ databases
  • No documentation available of existing legacy systems
  • Heavy volume of data pull and sync
  • Consolidation of all data to a single database
  • Tremendous cultural gaps between the locations

Business Benefits

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