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Transportation and Logistics

When the Contact Centre expands to handle corporate processes.

Communications and workflow

The digital revolution has conferred significant innovations in transport and logistics, both for the sector and supply chain management models for all types of companies. From the introduction of the IoT (Internet of Things) apparatus to machine learning algorithms, through to the connection to corporate management, the communication systems that connect employees and customers have been integrated with the workflow tracking systems. This has triggered a virtual circle between people and things without a solution of continuity.


The challenge

Current market competition, at a national and global level, is pushing Transport Logistic sector companies to adopt platforms that optimise workflows in order to be ahead of the competition. For those working in B2C, remaining constantly in contact with consumers, facilitating means of purchasing and rendering bidirectional transmission of multi-channel messages fluid is the key to ensuring high satisfaction standards. Similarly, all companies - regardless of the operative sector - are now seeking technologies capable of reducing time-to-market, uniting stock rotation with customer demand, connecting productivity apps to ERPs, CRM, Inventory Databases and so on. For this reason, the Unified Communication and Collaboration (UCC) architectures must be fully interconnected with the IT infrastructure governing the processes of each LoB (Lines of Business). For an ideal extension, they usually connect to the contact centres as a natural continuation of their range of action.


What we can do for you

This is precisely what our Contact Management System achieves, not being limited to managing contact with customers but inspired on a principle based on which every event, of any nature (communication, alert, input), can be inserted in an ordered and concatenated series. This has practical implications for transport and logistics companies (and not only) faced with complex correlations that include: multidirectional and multi-channel information; reports coming from people and systems; escalation and risk management; process automation combined with individual events; production of inherent reports. All of these actions do not exclude the typical contact centre functions but are rather added to them. Simply imagine, for example, how they can be applied in contexts such as cruise ships where - thanks to our solution - failure notifications, berth reservations, alerts to personnel and customers, and alarms are all managed with a single instrument or via a set of integrated tools and technologies.

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