Switching gears from e-commerce, Shipcloud, a major shipping service provider, was in need of assistance with re-implementing up their CRM system.

In a collaborative effort over six months, we partnered with the customer service team and the head of operations to develop a streamlined CRM set up at Shipcloud.

A key aspect of Shipcloud services involves managing escalations towards carriers, which we streamlined to enable agents to communicate and escalate issues efficiently.

Shipcloud operates across various locations such as Venlo, Hamburg, and Madrid. By implementing the C1C2 categorisation system, we standardised the ticket structure across all locations, facilitating unified reporting and timely identification of challenges and quality concerns. Moreover, the C1C2 categorisation extended to content templates for  customer communications, ensuring consistent message quality and increased productivity.