GOALS

• Increase customer lifetime value by 10% by personalizing customer interactions and providing proactive support through data analytics and automation
• Improve customer satisfaction scores by 5% by reducing response times and providing consistent, high-quality support across all channels
• Expand into new markets globally while maintaining a consistent and localized customer experience across different languages and time zones

Frustrations

• Struggling to manage a high volume of customer inquiries across multiple channels, leading to inconsistent experiences and missed opportunities for engagement
• Difficulty in personalizing customer interactions at scale, resulting in generic responses and lower customer satisfaction
• Lack of real-time insights into customer sentiment and feedback, hindering proactive support and timely issue resolution

GOALS

• Reduce freight costs by 7% by optimizing shipping routes, improving carrier negotiations, and implementing automated freight auditing processes
• Improve on-time delivery rates by 5% by leveraging real-time tracking and visibility tools to proactively manage exceptions and ensure timely deliveries
• Enhance supply chain transparency and collaboration by integrating data and systems across partners and providers, enabling proactive risk mitigation and better decision-making

Frustrations

• Dealing with inaccurate and inconsistent freight invoices, leading to time-consuming disputes and potential overpayments
• Lack of real-time visibility into shipment status, making it challenging to proactively manage exceptions and delays
• Difficulty in managing carrier relationships and negotiating competitive rates due to manual processes and limited data insights