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A LOGISTICS & DISTRIBUTION COMPANY: SUCCESS STORY
INDUSTRY
Logistics - Transportation
Logistics - Transportation
SOLUTIONS
Service Cloud - Social Studio
Service Cloud - Social Studio
REGION
Spain
Spain
WORK AREAS
Customer Service - Digital Marketing Online - Social Networks
Customer Service - Digital Marketing Online - Social Networks
“Our company has long had the desire to implement a customer-oriented CRM. We’ve been lucky to collaborate on this project with great professionals in S4G. From day one, they’ve completely understood our business needs and transmitted that into a flexible work system, while keeping us honest and on track with our work. Totally recommendable!”
Head of Customer Service
What does our client do?
Major package delivery company in the logistics and transportation industry, operating in Spain, Europe and North America.
It operates in more than 40 countries and is one of the leading providers of shipping services on the European continent.
Challenges detected
Our client needed to cover new business needs, especially focused on two functional areas: Customer Service (Service Cloud) and the use of Social Studio.
S4G Solutions for our client
- The Service and Social Studio teams analyzed the needs within our client during the design and discovery phase of the project.
- As a result of this analysis, Service Cloud was implemented as an omnichannel case management tool, allowing this company to measure, segment, and classify different claims, suggestions, and queries, as well as implement work queues and load balancing for agents. The further permits measurement of KPIs, as well as social network management via Social Studio.
- Before implementation, a full organizational audit was executed.
In parallel, a consultancy project focused on the impact of GDPR (General Data Protection Regulation) to ensure compliance.
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