Client | National Refrigerated Transport Logistics Company
Project: Client Online Order Portal
Working with a national transport Logistics company, my role was to support the continued improvement of their customer experience by way of ensuring their internal operations were performing as efficiently and effectively as practically possible.
The Action
Was prompted in response to a small number of customer experiences outside the company service standards
In Response
We worked with internal stakeholders to gather the current state of operations, including workflows, processes, and systems.
Through the initial review, it was quickly identified
- Processes are being performed by individuals and systems in a variety of approaches,
- While often achieving the same outcome, the knowledge, experience, and skills were reliant on specific humans and their manual actions to achieve the required tasks.
- Which contributed to some errors compromising the integrity of the service delivery.
Key Areas
- Communications,
- data accuracy, and
- reporting were recognised as key areas that needed attention.
Specifically, we identified opportunities to harmonise the communication channels.
Tech Stack
- Custom-build industry specific database management solution
- Remote host desktop
- Office 365 (Email, Applications)
- Adobe PDF
- PBX phone system
The Outcome
A sophisticated process workflow, systems, and logic design for the introduction of an online client order portal.
The aim of activating an advanced system integration experience was to;
- Support streamlined processes,
- Increase operational efficiencies
- While also enhancing the human element of the process, allowing the team to nurture client relationships and the continued focus on data integrity and accuracy.
| Current | Future | |
|---|---|---|
| Communication |
|
|
| Data Accuracy | Potential for missed orders and manual entry errors, due to high level of manual actions. | Reduction of manual actions resulting in reduced errors, supported accuracy, and data integrity. |
| Reporting | System report formats not capturing required data or formats. | Clear and concise reporting, showing “historical” and “as at” figures. |
Results
The overall experience supported the operational team to experience how the centralised approach to managing the client booking system, supporting the wider team and business to reduce administrative functions through the clever design and utilisation of technology.
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Acknowledgement of Country
We acknowledge the Traditional Owners of the land on which we work and live. We pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land.