Delivering Efficiency and Customer Satisfaction with a Leading American Logistics Company for Over a Decade

Our twelve-year partnership went above and beyond expectations to streamline operations and elevate customer experiences.

Client Background

Client: An American, multinational delivery services and logistics company

Industry: Transport and logistics

Key Products & Services: Courier, post-delivery, express mail, freight-forwarding, third-party logistics

Area of Operations: UK and Ireland

The Challenge

Twelve years ago, Wipro was approached by a leading American logistics company for a massive undertaking. To be sure they were providing unparalleled service and customer support, this organization wanted a floor-to-ceiling update of their customer-service operations:

Reduce average handling time (AHT)
Improve service-level agreement score
Increase productivity
Enhance customer satisfaction (CSAT) score
Clear backlogs

The Solution

Wipro harnessed its technology expertise to elevate the client’s operations from end to end – refining processes and developing the workforce with data, analysis, and automation:

Proactive measures for shipping and handling
Promote on-time delivery and prevent packages from being held in customs
Continuous analysis of CSAT and quality scores
Maintain enhanced customer experience
Region-specific dashboards and partially automated reporting (Macros, VBA)
Advance metrics and strengthen workforce management
Business excellence initiatives
Increase performance company-wide
Identify and mitigate underlying technical issues

The Impact

Reduced AHT from 333 to 283 seconds
Improved service-level agreement scores from 87.2% to 96%
Faster responses to end users across all channels
Increased productivity by nearly 3x, based on transaction frequency
Cleared huge backlog of files resulting from a technical issue

Along with process improvements, the client’s operational costs also reduced by more than $1 million.

Wipro provided quick and timely support to handle the additional workloads. We also provided the training and continuous feedback necessary to enhance the client’s processes. Our attention to detail and unmatched consistency resulted in high customer satisfaction, reflected in our strong annual customer satisfaction (ACSAT) scores, year after year.

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Delivering Efficiency and Customer Satisfaction with a Leading American Logistics Company for Over a Decade

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