Service Cloud - Customer Service In Logistics

The logistics industry is faced with numerous challenges, including managing support requests and problems that occur during parcel delivery. To address this need, a logistics company approached MOR Software to develop a customer relationship management (CRM) system on Salesforce. The system, called Customer CRM, was developed to manage support requests and problems that occurred during parcel delivery.

Service

Salesforce Development

Software Development Outsourcing

IT consulting

Domain

ERP

Tech-Stack

Salesforce

Service Cloud

Java

PHP

.NET

HTML

JavaScript

Country

Vietnam

Summary

MOR Software's Customer CRM has proven to be an effective solution for managing support requests and problems in the logistics industry. The system's ability to simplify workflow and processes, integrate charts and Agent KPI, and interface with the client's internal tools has enabled the client to manage support requests and problems more effectively. Furthermore, the system has helped the client improve communication with its customers, resulting in increased customer satisfaction.

The customer

Our customer is one of biggest logistics in Viet Nam. They operate with 70,000 experts delivering more than 5.0 million parcels worldwide every day.

The challenges

The system must be designed to satisfy the following requirements from the customers:

Simplifying workflow and processes
Constructing a modern interface for a seamless user experience
Integrating charts and Agent KPI for effective management.

Moreover, the system must also interface with the client's internal tools, including the incident tool customer portal.

The solution

MOR Software used several technologies, including Service Cloud, Apex, Aura, JavaScript, and HTML, to develop the system. The Lightning Experience Readiness Check was used to ensure a seamless user experience.

The outcome

The system has enabled the client to manage support requests and problems more effectively, providing a simple workflow, modern UI, detailed charts, and feasible KPI. The system has also enabled the client to improve communication with its customers, which has resulted in increased customer satisfaction.

Furthermore, the system's ticket system controls case status, and its process can be customized based on the business process

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