About the Company (REIZ)
REIZ is a comprehensive international freight forwarder established in the United States that offers secure logistics solutions in a variety of industries, including, consumer products, dangerous goods, perishables, retail, industrial, and construction equipment. With a customer-oriented approach, REIZ employs several tactics to meet the needs of each client, such as reasonable prices or quick shipping.
| Elicit Technology has proved to be very effective as it offers tools to change the way principally we operate our business and move information across the different divisions of this organization and clients around the globe by offering efficient customer experience in their deliveries. LipsonCEO, REIZ |
Challenges Faced
Manual Processes Impeding Productivity: Despite REIZ’s focus on providing personalized coordinators to each customer who is supplied through a single distribution point, gaps were discovered in terms of managing recurring customer questions. Many operator hours were wasted answering basic questions about shipment status, delivery delays, or documentation, among other things, failing to provide value-added services.
Lack of User-Friendly Customer Interface: Because the old TMS system lacked a customer-friendly user experience many communications that could have been automated had to be done manually. Additionally, it restricted the company’s cash flows, which harmed the level of service provided by REIZ.
Solution
Elicit Technology, in partnership with CargoWise, provided a comprehensive solution that addressed REIZ’s challenges:
Streamlined Customer Interactions: Created an online client interface in CargoWise that allowed clients to see shipment status and upload documentation on their own. As a result, companies received fewer calls, and the operators were able to focus on other crucial duties, increasing their productivity.
Customized Implementation and Training: With the assistance of Elicit Technology, REIZ was able to integrate CargoWise into its operations quickly and without substantial issues. To optimize the utilization of the upgraded system, operators and consumers were provided both supplier and end-user training.
Improved Document Management: When discussing the platform’s main benefits, it is worth noting that it allowed customers to both download and upload commercial documents created by them into the platform, resulting in a significant reduction in the time spent on document customization as well as an increase in its accuracy.
Results
Operational Efficiency: By integrating the new software CargoWise, the organization was able to increase some operational efficiency. Respondents at REIZ welcomed having more time free of monotonous duties, allowing them to devote their time and attention to more valuable tasks related to the client experience.
Improved Customer Experience: When pushed to the new platform, clients expressed high levels of satisfaction because they no longer felt the need to communicate with operators to obtain shipment information. Aside from increasing service delivery efficiency, the self-service capability improved relationships between REIZ and clients, resulting in higher customer satisfaction levels.
Increased Business Opportunities: As a result of the CargoWise platform’s features, new business arrangements began to be formed based on platform management as well as an improvement in customer experience and visibility, propelling REIZ to great success.
Conclusion
CargoWise has emerged as a valuable operational tool after its implementation by Elicit Technology, following new business opportunities have been developed for REIZ and customer satisfaction has grown. Keeping informed with the most recent technological advancements in the industry, REIZ has demonstrated its worth as a freight forwarding company through enhanced customer support, dependable operations, and global freight forwarding solutions.
