Onboard & shadow
Brand voice, knowledge base, tooling, and shadow shifts with the outgoing vendor.
Multi-region 3PL operator. Rebuilt support operations across three regions to lower cost-to-serve.
Rebuilt support operations across three regions to lower cost-to-serve.
i
This is a representative engagement pattern, not a specific named client. The metrics listed are what this kind of work is measured on, not results. We share named references on a private intro call, with the client’s explicit permission.
Engagement · 8 monthsLogistics
Illustrative
Cost
Cost to serve
CSAT
Customer satisfaction
24/7
Coverage
Challenge
A logistics operator was running customer support across three regional vendors. Cost-to-serve was rising, CSAT was uneven, and visibility was limited.
Approach
- Consolidated into a single multilingual support operation with shared QA and tooling.
- Replaced spreadsheet-based reporting with live dashboards the COO actually uses.
- Tightened workflow integrations into the dispatch and TMS layers.
Outcome
Designed to lower cost-to-serve and even out CSAT across regions, with 24/7 coverage run by one accountable team.
Brief us on your engagementHow we ran it
The shape of the engagement.
Pilot
Pilot team takes a controlled volume with weekly QA and CSAT calibration.
Ramp
Coverage scales to 24/7, dashboards replace spreadsheets, dispatch hooks live.
Optimise
Tier-2 routing, AI-assisted triage, monthly cost-to-serve review.
Services involved
Capabilities we deployed.
Stack we shipped with
The tools that did the work.
Zendesk
Salesforce Service
Twilio
Snowflake
dbt
Looker
Datadog
Slack
What we measure
Multi-region 3PL operator · the scorecard.
Metrics agreed in week one, reviewed weekly with the sponsor and reported quarterly to the exec team.
- Business metrics, not vanity metrics.
- Multiple capabilities, one accountable team.
- Stack chosen for fit, not familiarity.
Cost
Cost-to-serve
CSAT
Customer satisfaction by region
24/7
Coverage with one team
FRT
First response time
"Multilingual support, refined QA, and tooling integration that replace a fragmented vendor stack with one accountable operation."
More work
Other engagements worth a look.
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