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INTRODUCTION
In today’s highly competitive business environment, customer satisfaction is of paramount importance for companies to succeed. Muller & Phipps Express logistics(M&P Express Logistics) is one such company that understands the value of providing a great customer experience. However, before implementing the Customer Experience Management Portal developed by Systechlogic, M&P Express Logistics faced several challenges in managing customer complaints and feedback effectively, tracking and transparency to the customers, and measuring and improving customer satisfaction in their legacy Portal.

In this case study, we will explore how Systechlogic helped M&P Express

Logistics overcome these challenges by developing a custom Customer Experience Management Portal. We will examine the process of developing the portal, the benefits it has provided to M&P Express Logistics, the specific metrics and data that showcase the portal’s success, and the messaging and calls to action that can be used to promote the importance of customer experience management for businesses.

Let’s dive in and learn more about this exciting project.

Background

Muller & Phipps Express logistics (M&P) is a leading logistics and distribution company in Pakistan that has been providing services for over a century. The company has a strong presence in the pharmaceutical, consumer goods, and telecommunication sectors. With a nationwide network of warehouses, distribution centers, and offices, M&P has established itself as a trusted logistics partner for its clients.

However, like any other business, M&P faced several challenges in its customer experience management processes. Before the implementation of the Customer Experience Management Portal (CXMP), M&P relied on the legacy System for handling customer complaints and feedback. This resulted in a lack of transparency and accountability, making it difficult for customers to track the progress of their complaints remotely. Additionally, there was no full-fledged system to manage claims, leading to delays and errors.

To overcome these challenges and improve customer experience management processes, M&P partnered with Systechlogic to develop a custom CXMP solution. The CXMP was designed to streamline processes, improve customer satisfaction, and enhance data analytics capabilities.

Development Process

Systechlogic worked closely with M&P to develop a customized Customer Experience Management Portal that addressed their specific needs and challenges. The development process involved several key steps:

Overall, the development process was collaborative and iterative, with Systechlogic working closely with M&P Express Logistics to ensure that the portal met their specific needs and requirements.
Analysis of Existing Systems and Processes
Systechlogic conducted a detailed analysis of M&P Express Logistics existing systems and processes to identify areas for improvement. This analysis helped to define the scope of work for each particular phase of the project.
Scope of Work
Systechlogic shared the detailed scope of work for each particular phase of the project with M&P Express Logistics. This helped to ensure that everyone was on the same page and that there were no misunderstandings about the project’s goals and objectives.
Stakeholder Involvement
Systechlogic shared the detailed scope of work for each particular phase of the project with M&P Express Logistics. This helped to ensure that everyone was on the same page and that there were no misunderstandings about the project’s goals and objectives.
Design and Development
Systechlogic designed and developed a customized customer experience management portal that met M&P Express Logistics specific needs and requirements. This included integrating the portal with existing local systems i.e., M-Raabta & COD Portal, and third party application such as Connect Plus and Avaya, to automate caller names and details and streamline the complaint resolution process.
Testing and Refinement
Once the portal was developed, Systechlogic conducted extensive testing to ensure that it worked as intended and was free of bugs and glitches. The portal was refined based on feedback from M&P Express Logistics staff and management.
Training
Systechlogic provided comprehensive User Manual and provided the training to M&P Express Logistics staff on how to use the portal effectively. This helped to ensure that the portal was fully utilized and that everyone understood how to leverage its features and capabilities.

Key Benefits

The Customer Experience Management Portal developed by Systechlogic for M&P Express Logistics brought significant benefits to the company, including:

Better Customer Complaints and Feedback Management
The portal provides a comprehensive platform for managing customer complaints and feedback. It enables M&P Express Logistics to handle customer complaints in a more efficient and effective manner, resulting in improved customer satisfaction and loyalty.
Improved Customer Satisfaction
The CXM portal allows M&P Express Logistics to gain insights into customer behavior and preferences, helping the company to provide a personalized customer experience. With the ability to track customer complaints and feedback, M&P Express Logistics can respond quickly to issues and provide solutions, improving customer satisfaction.
Streamlined Processes

The automated workflow of the CXM portal helped M&P Express Logistics streamline its processes and reduce manual work. It allowed for seamless tracking and routing of complaints and feedback, resulting in faster resolution times and increased agent productivity.

Increased Transparency and Accountability
The CXM portal enables M&P Express Logistics to be transparent with its customers, providing them with real-time updates on their complaints and feedback. The system also provides accountability by keeping track of complaint resolution times and agent performance.
Enhanced Data Analytics
The CXM portal offers M&P Express Logistics improved data analytics capabilities, allowing the company to measure and analyze customer satisfaction levels, identify trends, and make data-driven decisions to improve its customer experience management processes. KPI reporting and Escalation matrix is one of the key functionalities on which performance of a team can be monitored.
Integration of Connect Plus and Avaya
With the integration of third party tool Connect Plus and Avaya, the CXM portal automated the caller name and details, making it easier for agents to get ahead of the customer. This resulted in faster and more efficient complaint resolution, reducing the volume of complaints.
Usability
  1. Simple and Consistent: Used clean and consistent design throughout the application.
  2. Clear and Concise language: Use language that is easy to understand and concise.
  3. User experience: User’s needs first and design the application around their goals and tasks.
  4. Intuitive navigation: Making easy for users to find what they need by using clear and intuitive navigation.
  5. Provide feedback: Kept the user informed of what’s happening by providing feedback.

The Customer Experience Management Portal developed by Systechlogic for M&P Express Logistics brought significant benefits to the company, including:

Results and Outcomes

After implementing the Customer Experience Management Portal, M&P Express Logistics saw significant improvements in customer satisfaction, reduced complaint resolution time, increased transparency and accountability, and improved data analytics to measure and improve customer experience management processes. The portal has been running nationwide and covers more than 800 active users.

One of the key benefits of the CXM portal is better customer complaints and feedback management. The integrated system for customer complaints and feedback has helped reduce the flow of emails as all the department’s complaints are automated and routed through the CXMP. This has helped reduce in-person interaction, saving time and increasing agent productivity, thus saving resources. The seamless tracking helps customers get live progress/status of their complaints, reducing the complaint volume.

Another benefit is improved customer satisfaction. The automated workflow has resulted in a reduction in complaint resolution time, leading to increased customer satisfaction. The portal has also increased transparency and accountability in the customer experience management process. With the integration of Connect Plus and Avaya, caller names and details are automated, which helps agents to get ahead of the customer.
The CXMP portal has also enhanced data analytics capabilities. The portal provides real-time dashboards and analytics, which has enabled M&P Express Logistics to measure and improve customer satisfaction. It helps the CS department to justify its KPI and performance nationwide.

Additionally, M&P can now claim in the logistics industry having one with the best CRM solution for the Customer Service department.

Overall, the Customer Experience Management Portal has enabled M&P Express Logistics to streamline their processes, increase efficiency and productivity, and provide better customer service, resulting in increased customer satisfaction.

Metrics and Data

After the implementation of the Customer Experience Management Portal, M&P Express Logistics experienced significant improvements in various metrics. Some of the key metrics and data are as follows:
Customer Satisfaction
There was a significant increase in customer satisfaction as a result of the portal’s implementation. The percentage increase in customer satisfaction was over 40%, which is a significant improvement. Customers appreciated the transparency and accountability provided by the portal’s tracking, as well as the streamlined complaint resolution process.
Complaint Resolution Time

The portal helped reduce complaint resolution time by automating the complaint management process. Before the portal’s implementation, complaint resolution time was around 72 hours. However, after the portal’s implementation, complaint resolution time was reduced to 48 hours. This is a significant improvement and shows the effectiveness of the portal in resolving customer complaints.

Number of Complaints Resolved
The number of complaints resolved also increased by 15% significantly after the portal’s implementation.. This is a significant improvement and shows the effectiveness of the portal in resolving customer complaints.
Data Analytics
The portal provided M&P Express Logistics with enhanced data analytics capabilities. Before the portal’s implementation, data analytics capabilities were limited, and it was challenging to measure and improve customer satisfaction effectively. However, after the portal’s implementation, M&P Express Logistics was able to measure and analyze customer satisfaction data more effectively, which helped improve customer satisfaction.
Email Volume
The portal helped decrease the flow of emails, as all the department’s complaints were automated and routed through the CXM. This helped reduce in-person interaction, saving time and increasing agent productivity, thus saving resources.

The above metrics and data show the effectiveness of the Customer Experience Management Portal in improving customer satisfaction, reducing complaint resolution time, increasing the number of complaints resolved, providing enhanced data analytics capabilities, and reducing email volume.

Conclusion

In conclusion, the development and implementation of the Customer Experience Management Portal by Systechlogic have significantly improved M&P Express Logistics customer experience management processes. The portal has streamlined customer complaints and feedback management, reduced complaint resolution time, increased transparency and accountability, and improved data analytics capabilities to measure and enhance customer satisfaction. The automated workflow has helped save time, increase agent productivity, and reduce resources, thus making the process efficient and effective. The success of this project can be attributed to the careful analysis of M&P Express Logistics existing systems and processes, effective communication and collaboration between stakeholders, and the expertise of Systechlogic in custom application development. As a result, M&P Express Logistics can claim to have one of the best CRM solutions for its customer service department in the logistics industry.

The success of M&P Express Logistics implementation of the Customer Experience Management Portal highlights the importance of prioritizing customer experience management for businesses. By implementing a tailored solution like the CXM Portal developed by Systechlogic, businesses can achieve significant improvements in customer satisfaction, complaint resolution time, and data analytics capabilities.

Therefore, businesses looking to improve their customer experience management processes should consider implementing a similar solution. With the right tools and approach, businesses can build a strong reputation for customer service, boost customer loyalty, and drive business growth.

This case study serves as an example for other businesses and organizations to invest in customer experience management solutions to improve their customer satisfaction and overall business performance.

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