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Empowered Customer Service Centre team with real-time access to shipment delivery information for quicker resolution of customer queries

 

Client Background

The client rents out its products like containers/dollies and has the largest Reusable Transport Item (RTI) pooling system in both the European and US horticulture industry

Challenges

  • The client did a relabeling project some years ago, and one of the end-customers denied receiving the product (even though they did)
  • CSC (Customer Service Center) were not able to check the particulars of this order as they didn’t have any proof of delivery
  • Client needed an application for the customer service center to allow them quick and easy access to pertinent information, and address customer queries

Solutions

  • Created a Portal web page to give CSC access to proof of delivery
  • The portal can also be used by customers to view details such as when, how many shipments, packages and EPC codes (as well as which EPC codes)  – will be shipped

Tools & Technologies

Angular JS, ASP.NET WEB API

Key benefits

  • Complaints from customer can be immediately addressed by CSC and responded with complete information about the tag deliveries
  • Also, CSC can confirm the shipments from the web portal directly
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