About The Client

The client is a leader in multi-carrier parcel shipping solutions, offering a cloud-based platform with state-of-the-art business intelligence and a carrier library comprising over 550 carriers. They empower organizations to achieve on-time delivery worldwide while improving profit per shipment.

Business Challenge

  • Absence of a dedicated support service for the company’s customers.

  • Core product experts’ bandwidth was consumed responding to new customer queries.

  • Backlog and delays in closing customer queries and support tickets.

Tools & Technologies

  • Integration: IBM Sterling B2B Integrator

  • Information Management platform: Open Text

Saksoft’s Solution

  • Established a dedicated support team comprising well-trained resources with deep product knowledge, ensuring consistent and reliable support for customer queries.

  • Implemented 24x7x365 support availability to provide uninterrupted assistance across geographies and time zones, enabling faster issue resolution.

  • Introduced an omnichannel support model that allows customers to engage seamlessly through multiple channels, ensuring a unified and efficient support experience.

  • Provided multilingual email and chat support to cater to a diverse global customer base, improving accessibility and customer satisfaction.

Business Outcome

  • Average support response time was reduced from 90 minutes to 5 minutes.
  • Achieved 30% overall cost savings by reducing operational overhead and improving support efficiency.

  • Improved Time to Resolution (TTR) due to first-call resolutions.

  • Enhanced overall customer experience.

  • Reduction in ticket backlog and new incoming tickets.

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