This was a logistics company offering warehousing and package delivery services to e-commerce companies.
The company had thousands of employees and dozens of warehouses.
Timely delivery of packages for both ways, between the warehouse and the customer was highly needed.
There was a constant challenge of tracking packages.
It was a frustratingly difficult process to track last-mile delivery and co-ordinate with customer.
The company’s monitoring of staff attendance and back-filling absent staff was inefficient.
The company experienced challenges in meeting seasonal increase in demand.
The company deployed Teamchat for tracking packages and employees. Employees were asked to download Teamchat on their devices. Using a location-based smart-message template in Teamchat, employees would mark their attendance. Delivery employees would also indicate their location at key points during the day when picking or dropping off a package, or when stuck in traffic etc.
Teamchat comes with a barcode and QR code scanner that automatically posts messages enhancing communication. This helped to track packages leaving the warehouse.
The company used Teamchat APIs to setup a custom rule-engine to implement desired workflows. The rule-engine would use the package and employee information to generate custom reports that were sent to managers and customers.
Teamchat enabled managers to receive a custom report with current status of packages and teams, along with exceptions that needed to be handled urgently.
Through Teamchat, customers would receive real-time updates on package delivery status reducing the requirement to call customer support desk.
Reserve staff was easily notified in real time through Teamchat to replace absent staff.
With Teamchat, there was:-
Improved customer satisfaction through real-time updates on delivery status
A cut on cost because of reduced calls to support desk members who were freed up to handle other calls
Improved handling of seasonal peak demand and back-filling of absent staff
A better response to contingencies with real-time visibility by the managers
Improved co-ordination and communication across the organization
Connect with Teamchat to know how it can benefit your business