Customer Experience for a Logistics Giant Transformed by BPOC

A leading logistics giant faced declining CSAT (65) due to delivery failures, delays, and poor communication, forcing customers to make multiple calls for updates.

02 Approach

► People: Hired logistics-trained agents, improved training & incentives
► Process: Real-time API alerts, automated SMS, email, WhatsApp notifications
► Tech: API-linked CRM for real-time tracking, automated follow-ups for failed deliveries

03 Results

► CSAT score increased: From 65 to 90 (+38%)

► More efficient service: Responsive and proactive customer support

► Improved experience: Reduced customer frustration and increased trust

04 KPI Gains

► CSAT: +38% (From 65 to 90)

► First-call resolution: +20%

► Agent attrition: –25%

► AHT reduction: –15%

► Call abandonment rate: From 22% to 7%