BPO Services for a Logistics Aggregator - UK & Australia

Background

Company Overview: Shippers need the best platform where they can find carriers in a very competitive market, with the Client as one of the most popular aggregator of logistics services based in UK and Australia. Its objectives are to better manage the flow of goods, improve the overall experience of consumers as well as improve the effectiveness of operations performed within the supply chain. The Client as the business grew; Clients received more queries, placing higher order numbers and responding to these needed a proper Business Process Outsourcing (BPO) service.

Challenges

1. High Volume of Customer Inquiries: The Client noticed the number of inquiries addresses to him/ her dramatically increased, therefore, the response time increases and consequently the customer dissatisfaction rises.

2. Order Processing Delays: The former forced the order management system to its limits, thus disrupting the delivery schedules and threatening operational productivity and efficiency.

3. Data Management: The role of data entry and management became an issue with data integrity, often in the specificity of an order, diminishing trust from the customer side as well as operational dependence.

4. Cost Management: Having an internal team trained to handle customers and data was not sustainable anymore, as it was affecting the company’s bottom line.

Objectives

1. Improve Customer Support: Reduce overload and response time and increase customer satisfaction through better control on incoming messages.

2. Streamline Order Processing: Optimise order processing in order to make operations faster and likely to meet customer demands.

3. Enhance Data Accuracy: Organize data management better to minimize likelihood of making errors in the ordering process.

4. Reduce Operational Costs: Reduced expenses in areas such a customer service and data entry through internal operations.

BPO Solutions Implemented

The challenges were; lack of effective communication between the client and other employees, poor customer relation management, poor customer attendants training, lack of dedicated board, and ineffective communication infrastructure. The following solutions were implemented:

1. Customer Support Services:

• 24/7 Helpdesk: In order to deal with customers’ requests on different channels (phone, e-mail, online chat, etc), Infosearch BPO set up an around-the-clock help desk.
• Multilingual Support: To accommodate for different clients the idea of multilingual support was incorporated into the helpdesk services.

2. Order Processing Management:

• Automated Order Entry: Introduced an automated order entry system in order to minimize entry mistakes and processing delays.
• Dedicated Processing Team: Specialized trained agents were assigned solely to handle orders right from their placement to order fulfilment.

3. Data Management Solutions:

• Data Cleansing and Validation: Continuous data cleaning measures were put in place to improve on the quality of available data.
• Analytics and Reporting: A particular focus was made to strategic business analysis for performance tracking, trend analysis and business intelligence.

4. Cost Reduction Strategies:

• Operational Efficiency Improvements: Outright expenses for operation, therefore, reduced due to elimination of workload duplication through simplification. This is the best tool that needs updation.

Results

1. Increased Customer Satisfaction:

Response time from customers was improved by 60% hence increasing customer satisfaction by 30%.

2. Faster Order Processing: 

There was fast order processing; cuts down the delivery time by half resulting in a reliable order delivery system.

3. Enhanced Data Accuracy:

Consequently, data entry errors reduced by 75% thus increasing confidence in order management.

4. Cost Savings:

The Client realised a 40% saving cut on operation costs directly associated with customers support and data processing that have enabled the Client to redirect resources to other critical areas of business.

Conclusion

Infosearch BPO was a perfect partnered to work with The Client as it not only helped The Client to cope with the growth rate of the company, in both UK and Australia but also improve the customer satisfaction and overall operational efficiency. Outsourcing of these strategic functions would allow The Client to strategically align itself on its competency areas, preparing the company for further growth in the logistics market. The case highlights the importance of BPO services for firms who seek to align business processes to effectively meet their customer needs under a fast and ever-changing environment.