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CASE STUDY / TRANSPORTATION

Global Logistics Operations Transforms Customer Delivery Experience

Business Continuity and IT Operational Savings enabled by Nearshore Managed Services.



About the customer

One of the top logistics companies worldwide.

$2.6M Net Revenue.

20,000+ Employees.

327,000+ Vehicles Fleets.

Operation Centers in 4 continents.

400+ locations worldwide.

 

Business challenges

The logistics company experienced tremendous growth, impacting its ability to maintain customer satisfaction and business continuity. The company needed a new approach to manage its customer support as well as IT and business operations to improve it’s services at a lower cost.

 
1

Numerous IT incidents impacting customers’ logistics solution.

2

Lack of reliability in business application ecosystem.

3

Critical need to prevent disruptions.

4

Reduce IT operation cost.

How Softtek comes into play

Softtek took full responsibility for the customer’s logistic applications by supporting a complex IT infrastructure and creating a managed service model operating all applications and preventing disruption. The logistics company needed to become more agile in managing its customer satisfaction. Therefore, a centralized nearshore approach delivered around the clock customer support globally. The nearshore managed service approach filled the gaps and decreased time of response and costs with 24/7 monitoring service.

Performed assesment to understand business needs and tasks to complete.

Provided a managed service model with full accountability for the applications enviroment.

Executed a knowledge transfer without any operations disruption.

Implemented a centralized nearshore delivery model that supports global operations.

Digitalized all procedures that expedite the incident's resolution.

Group 385

Business impact

100%

Customer Continuity asociated with logistics services.

Eliminated

Customer penalties for service interruption.

33%

reduction on cost for application monitoring.

24/7

Monitoring and customer support provided.

Zero

major service interruptions.

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