Logistics and courier organizations are looking to reduce costs through a centralized structure, enhance quality of customer service and generate revenue.
Overview
In a global service environment that caters to individuals as well as corporates, logistics and courier organizations are looking to reduce costs through a centralized structure, enhance quality of customer service and generate revenue. Customers want to retrieve information in a single attempt (details of consignment, time of delivery), be informed about the value-added services (online tracking of package, status notification), and avail round-the-clock, prompt and precise service.
In order to understand customer expectations and respond to them, courier and logistic organizations need to:
- Understand customer value and lifecycle to prioritize marketing and service resources
- Address customer needs through an effective, centralized system
- Answer customer queries with updated information to reduce real-time gaps
- Recognize customers as individuals at all customer contact points
- Offer personalized or mass customized service
- Utilize multiple alternate channels for marketing, sales and service transactions in order to improve service and reduce cost
Challenges
- Recognize customer and deliver appropriate service
- Convenience of transaction
- Revenue generation
Offerings
Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS
Servion's solutions help you to automatically identify your priority customers (corporate / high ARPU) when they call up. Servion's solutions provide customized self help, route calls to most appropriate agent, equip the agent with customer data regarding interactions and past transactions and help in speech recognition.
⇢ INBOUND INTERACTION MANAGEMENT SOLUTIONS
Servion has developed a complete solution that will support multiple communication channels to allow customers to book consignments online, check scheduled departure and arrival of consignments, check on routes and area of operations and other related functions.
⇢ OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Agents use outbound solutions for interactions to help the company reach out to its customers with notifications on delivery and payments , customer satisfaction surveys and customer care calls to help keep your customers in the loop.
⇢ COMPUTER TELEPHONY INTEGRATION (CTI)
Servion's solutions help you to transform your Contact Center into a profit center by enabling your agents to cross sell and up sell. From the desktop, Servion's product configurator will guide the agent to position the right set of products based on customer requirements.
⇢ MULTI CHANNEL SOLUTIONS
A multi-channel (e-mail, voice) based help desk for your employees and vendors to provide automated responses for HR policy related queries and vendor order / payment details will enhance the productivity of your employees.
