CUSTOMER SUPPORT FOR LOGISTICS
Client
Industry
Logistics
Location
Greece
Advanced case management for customer support resulted in 60% fewer emails, a 40% reduction in the learning curve of new employees adaptation to processes, more than 150 daily and monthly repetitive processes produced by the system, and 15 fully automated processes used by more than 100 users
Advanced case management for customer support resulted in 60% fewer emails, a 40% reduction in the learning curve of new employees adaptation to processes, more than 150 daily and monthly repetitive processes produced by the system, and 15 fully automated processes used by more than 100 users
Business Challenge
Managing thousands of logistical processes per month and having more than five remote departments, made it impossible for our client to support their growing business, without a BPM solution that has strong process automation functionalities. More than 4,500 emails were being exchanged each month with clients, forcing employees to track the progress of customer transactions manually via phone calls and emails. As a result, the business needed a remote process automation and workflow management tool to monitor critical information flow, give transparency to the entire process and provide a built-in communication facility.
Thrasyvoulos Makios,
Deputy CEO
“Comidor enables us to run business processes digitally and collaborate seamlessly, assuring continuous improvement of our services.”
Business Needs
|
✓ |
Replace email and phone calls with a BPM solution |
|
✓ |
Monitor and trace the stage of each process in real-time, from any device |
|
✓ |
Assign the workflows with secure team or user access rights |
|
✓ |
Automate well-structured and repetitive processes |
|
✓ |
Manage unstructured processes in a collaborative environment and identify process bottlenecks |
|
✓ |
Integrate seamlessly with Exchange server for email and task notifications |
Our remarkable results
The Comidor Solution
The Comidor solution was to provide a cloud-based flexible case management platform that can run manually-driven processes, automatically scheduled processes, and a workflow for well-structured processes. The solution includes all the necessary information and the steps to follow for all the teams involved in each process. Comidor centralises all the information pertinent to each case including files, emails, comments, and details of the team members involved. The solution allows employees to work intelligently at any time, on any device, and from anywhere in the world. All the users in the organisation are given access to the application, allowing instant communication with everyone else either directly through the Comidor chat/video conferencing features, or via group messages and comments in discussion boards below each process. Using the Comidor Workbench, users can track all active process updates through one single point.
What we have achieved
Makios Logistics
A leading logistics service provider in Greece with services provided in all the Balkans and ranging from handling single pieces and boxes to pallets and containers. The executives’ expertise provides a solution to every logistics problem customers face and guarantees the best handling of their products.
Makios Logistics
A leading logistics service provider in Greece with services provided in all the Balkans and ranging from handling single pieces and boxes to pallets and containers. The executives’ expertise provides a solution to every logistics problem customers face and guarantees the best handling of their products.
Business Challenge
Managing thousands of logistical processes per month and having more than five remote departments, made it impossible for our client to support their growing business, without a BPM solution that has strong process automation functionalities. More than 4,500 emails were being exchanged each month with clients, forcing employees to track the progress of customer transactions manually via phone calls and emails. As a result, the business needed a remote process automation and workflow management tool to monitor critical information flow, give transparency to the entire process and provide a built-in communication facility.
Thrasyvoulos Makios,
Deputy CEO
“Comidor enables us to run business processes digitally and collaborate seamlessly, assuring continuous improvement of our services.”
Business Needs
|
✓ |
Replace email and phone calls with a BPM solution |
|
✓ |
Monitor and trace the stage of each process in real-time, from any device |
|
✓ |
Assign the workflows with secure team or user access rights |
|
✓ |
Automate well-structured and repetitive processes |
|
✓ |
Manage unstructured processes in a collaborative environment and identify process bottlenecks |
|
✓ |
Integrate seamlessly with Exchange server for email and task notifications |
Our remarkable results
The Comidor Solution
The Comidor solution was to provide a cloud-based flexible case management platform that can run manually-driven processes, automatically scheduled processes, and a workflow for well-structured processes. The solution includes all the necessary information and the steps to follow for all the teams involved in each process. Comidor centralises all the information pertinent to each case including files, emails, comments, and details of the team members involved. The solution allows employees to work intelligently at any time, on any device, and from anywhere in the world. All the users in the organisation are given access to the application, allowing instant communication with everyone else either directly through the Comidor chat/video conferencing features, or via group messages and comments in discussion boards below each process. Using the Comidor Workbench, users can track all active process updates through one single point.