A leading transport and logistics company contacted Eraneos as it was having several problems with its customer services. For one, communication was highly fragmented and non-standardized and document classification and assignment during bill of lading (BOL) creation was completely manual. This was causing a delay during customer communication, which impacted customer satisfaction, interrupted sales processes, and thus negatively impacted turnover.
Thankfully, we knew what we could to do help. We started by implementing a machine learning model to automatically handle e-mails, deployed service as API on a scalable analytics platform in the cloud, and integrated services into the core enterprise resource planning (ERP) system. We also made sure we were continuously improving accuracy through a feedback loop.
The tools we implemented for the transport and logistics company meant that it had a productive machine-learning service up and running after just seven months (from ideation to going live). This helped increased automation of the customer service process to more than 50% and therefore reduced manual effort, which was worth over €200,000 annually.
But that wasn’t all. The company saw a faster customer service process, which helped to increase customer satisfaction.