Logistics - Transportation
Service Cloud - Social Studio
Customer Service - Digital Marketing Online - Social Networks
General Logistics Systems Spain S.A. is a group that offers reliable delivery services on a national, european and global scale, with a large percentage of their operations within Spain.
The GLS Group covers 40 countries and has a fully global presence via international partners.
Thanks to their robust transportation network, they are one of the main parcel delivery companies within Europe. The Group also operates via affiliates in Canada and the east coast of the United States.
GLS needed to cover new business needs, especially focused on two functional areas: Customer Service (Service Cloud) and the use of Social Studio.
- The Service and Social Studio teams analyzed the needs within GLS 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 GLS 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.
“GLS 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!”
Mónica Gómez-Menor. Head of Customer Service