Implementing Machine Learning for a Scalable Analytics Platform

The Challenge

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.  

The approach

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 result

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.