Real Impact. Real Results.
Customer Experience for a Logistics Giant Transformed by BPOC
Proactive Customer Service
Increased Customer Trust
Reduced Irate Customers
A leading logistics giant faced declining CSAT (65) due to delivery failures, delays, and poor communication, forcing customers to make multiple calls for updates.
â–º People: Hired logistics-trained agents, improved training & incentives
â–º Process: Real-time API alerts, automated SMS, email, WhatsApp notifications
â–º Tech: API-linked CRM for real-time tracking, automated follow-ups for failed deliveries
â–º Process: Real-time API alerts, automated SMS, email, WhatsApp notifications
â–º Tech: API-linked CRM for real-time tracking, automated follow-ups for failed deliveries
â–º CSAT score increased: From 65 to 90 (+38%)
â–º More efficient service: Responsive and proactive customer support
â–º Improved experience: Reduced customer frustration and increased trust
â–º CSAT: +38% (From 65 to 90)
â–º First-call resolution: +20%
► Agent attrition: –25%
► AHT reduction: –15%
â–º Call abandonment rate: From 22% to 7%
Offices
Corporate Office:
FPAI Building, 2nd Floor, Plot #10, Sector 4, R.K. Puram
New Delhi, Delhi 110022
Registered Office:
Plot No. 26, Forest Park, Bhubaneswar, Odisha - 751009
Other Locations
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Asansol
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Bengaluru
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Bhubaneswar
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Mohali
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Guwahati
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Hyderabad
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Noida
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Pune
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Thane
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