Accelerating a Transportation Industry
Leader’s Response Times With Key Analytics
Industry: Transportation
Key numbers
2-month deployment
additional call centres contracted to be rolled out
top score on customer survey
The challenge
This industry leader is regarded internationally as one of the best- performing transportation and logistics companies. Their commitment to Operational and Service Excellence drove their search for a better solution for their network of mechanical call centres and associated field agents. They wanted to ensure that they not only captured and responded to all incidents but utilized key analytics to become more proactive in their maintenance planning.
The outcome
In less than 2 months, FX Innovation deployed CSM’s “Case Mangement” to create a simple ticketing system for the first of 15 mechanical call centres.
This project led to several benefits including:
- Centralization of information
- Visibility on workload & seasonal trends
- Easy tracking of KPI’s & Objectives
- Response time optimization
- Standardization of processes
