CUSTOMER SUPPORT FOR LOGISTICS

Client

Industry
Logistics

Location
Greece


Advanced case management for customer support resulted in 60% fewer emails, a 40% reduction in the learning curve of new employees adaptation to processes, more than 150 daily and monthly repetitive processes produced by the system, and 15 fully automated processes used by more than 100 users


Advanced case management for customer support resulted in 60% fewer emails, a 40% reduction in the learning curve of new employees adaptation to processes, more than 150 daily and monthly repetitive processes produced by the system, and 15 fully automated processes used by more than 100 users

Business Challenge

Managing thousands of logistical processes per month and having more than five remote departments, made it impossible for our client to support their growing business, without a BPM solution that has strong process automation functionalities. More than 4,500 emails were being exchanged each month with clients, forcing employees to track the progress of customer transactions manually via phone calls and emails. As a result, the business needed a remote process automation and workflow management tool to monitor critical information flow, give transparency to the entire process and provide a built-in communication facility.

Thrasyvoulos Makios, 
Deputy CEO

“Comidor enables us to run business processes digitally and collaborate seamlessly, assuring continuous improvement of our services.”

Business Needs

Replace email and phone calls with a BPM solution

Monitor and trace the stage of each process in real-time, from any device

Assign the workflows with secure team or user access rights

Automate well-structured and repetitive processes

Manage unstructured processes in a collaborative environment and identify process bottlenecks

Integrate seamlessly with Exchange server for email and task notifications

Our remarkable results

Makios results | Comidor Digital Automation Platform

The Comidor Solution

The Comidor solution was to provide a cloud-based flexible case management platform that can run manually-driven processes, automatically scheduled processes, and a workflow for well-structured processes. The solution includes all the necessary information and the steps to follow for all the teams involved in each process. Comidor centralises all the information pertinent to each case including files, emails, comments, and details of the team members involved. The solution allows employees to work intelligently at any time, on any device, and from anywhere in the world. All the users in the organisation are given access to the application, allowing instant communication with everyone else either directly through the Comidor chat/video conferencing features, or via group messages and comments in discussion boards below each process. Using the Comidor Workbench, users can track all active process updates through one single point.

What we have achieved

Case Digitalisation

Comidor enables new cases to be created quickly on receipt of a customer email. The addition of critical information to each case means employees can easily pick up the thread and progress the case. The net result was a dramatic reduction in the overall amount of email traffic.

Improved Monitoring and Forecasting

Automatic updates are sent to the relevant people in any process without any delays. Users can view and control the status of each process at any step, make any necessary adjustments, and have a quick overview, using dashboards and an intelligent notification/ escalation system. Moreover, they can forecast process duration or task time consumption based on KPIs and historical trends.

Service Process Improvement

The staff became more productive as they could take decisions faster by having all of the relevant information in front of them. Comidor became the central hub for information storage and sharing among employees. They were also able to deal much more effectively with any urgent or expedited situations, resulting in improved customer satisfaction.

Process Automation and Workflow Development

Comidor offers event-based process creation, repetitive process scheduling, and role-based process templates. As a result, applications and workflows can easily be created and updated by non-technical staff. The business finally has a system which works for the employees, rather than employees working for the system.

Leading Logistics Service Provider

A leading logistics service provider in Greece with services provided in all the Balkans and ranging from handling single pieces and boxes to pallets and containers. The executives’ expertise provides a solution to every logistics problem customers face and guarantees the best handling of their products.

Leading Logistics Service Provider

A leading logistics service provider in Greece with services provided in all the Balkans and ranging from handling single pieces and boxes to pallets and containers. The executives’ expertise provides a solution to every logistics problem customers face and guarantees the best handling of their products.

Business Challenge

Managing thousands of logistical processes per month and having more than five remote departments, made it impossible for our client to support their growing business, without a BPM solution that has strong process automation functionalities. More than 4,500 emails were being exchanged each month with clients, forcing employees to track the progress of customer transactions manually via phone calls and emails. As a result, the business needed a remote process automation and workflow management tool to monitor critical information flow, give transparency to the entire process and provide a built-in communication facility.

Thrasyvoulos Makios, 
Deputy CEO

“Comidor enables us to run business processes digitally and collaborate seamlessly, assuring continuous improvement of our services.”

Business Needs

Replace email and phone calls with a BPM solution

Monitor and trace the stage of each process in real-time, from any device

Assign the workflows with secure team or user access rights

Automate well-structured and repetitive processes

Manage unstructured processes in a collaborative environment and identify process bottlenecks

Integrate seamlessly with Exchange server for email and task notifications

Our remarkable results

Makios results | Comidor Digital Automation Platform

The Comidor Solution

The Comidor solution was to provide a cloud-based flexible case management platform that can run manually-driven processes, automatically scheduled processes, and a workflow for well-structured processes. The solution includes all the necessary information and the steps to follow for all the teams involved in each process. Comidor centralises all the information pertinent to each case including files, emails, comments, and details of the team members involved. The solution allows employees to work intelligently at any time, on any device, and from anywhere in the world. All the users in the organisation are given access to the application, allowing instant communication with everyone else either directly through the Comidor chat/video conferencing features, or via group messages and comments in discussion boards below each process. Using the Comidor Workbench, users can track all active process updates through one single point.

What we have achieved

Case Digitalisation

Comidor enables new cases to be created quickly on receipt of a customer email. The addition of critical information to each case means employees can easily pick up the thread and progress the case. The net result was a dramatic reduction in the overall amount of email traffic.

Improved Monitoring and Forecasting

Automatic updates are sent to the relevant people in any process without any delays. Users can view and control the status of each process at any step, make any necessary adjustments, and have a quick overview, using dashboards and an intelligent notification/ escalation system. Moreover, they can forecast process duration or task time consumption based on KPIs and historical trends.

Service Process Improvement

The staff became more productive as they could take decisions faster by having all of the relevant information in front of them. Comidor became the central hub for information storage and sharing among employees. They were also able to deal much more effectively with any urgent or expedited situations, resulting in improved customer satisfaction.

Process Automation and Workflow Development

Comidor offers event-based process creation, repetitive process scheduling, and role-based process templates. As a result, applications and workflows can easily be created and updated by non-technical staff. The business finally has a system which works for the employees, rather than employees working for the system.

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