When a the customer support team of a global logistics firm was seeking to get its services back on track, it turned to experts from Lancia Consult for support. The consultants helps the client to regain control of its operations, and restore trust from its stakeholders in the process.
Customer experience (CX) is an aggregate of a customer’s A-Z experience with a brand, and it is increasingly crucial in holding on to customers. Companies which fail to maintain customer relevance could forfeit crucial revenue opportunities in the coming years.
One company threatening to fall foul of that trend was a global logistics firm, whose customer service product team was under significant strain. After recent departures had left capacity gaps, governance issues were also left exposed, and the volume of resulting support tickets was slowing product development.
Amid a growing backlog customers were becoming ignored and frustrated with the firm. With the business still aiming to double its user base within two years, things were reaching an unsustainable point – with its resource-constrained customer services disconnected from critical functions, meaning it also could not feed back into effective product development.
Amid this, and a potential crisis in stakeholder confidence, the logistics company contacted Lancia Consult. The firm immediately set out to help the client regain control, restore transparency, and establish a practical roadmap for product development.
Lancia Consult commenced by conducting a current-state process analysis, working to uncover the bottlenecks and disconnects holding the team back. Based on these insights, the consultants designed and implemented a plan of action to restore momentum.
According to the firm, “We introduced governance touchpoints to improve alignment and decision-making, analysed legacy ticket data to reduce workload and surface recurring issues, and established a backlog prioritisation process to reduce ticket ageing and increase transparency. This approach addressed immediate pain points while building the foundations for a more effective, collaborative, and future-ready team.”
Within just three months, the project was delivering results. A Confluence dashboard provided transparent reporting to stakeholders, while regular touchpoints with key customer groups was helping to revive engagement and trust. Lancia Consult added that this led to “legacy issues being resolved”, as the firm was now “positioned to deliver on its ambitious growth plans.”
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