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.