The problem
Shipment status enquiries, several thousand monthly, were consuming the operations team, and routine carrier chasing had no owner. The forwarder assumed it needed more coordinators when what it needed was to stop coordinators answering the phone.
What we did
- Absorbed track-and-trace enquiries across English and Spanish
- Took over routine carrier coordination and milestone chasing
- Handled customs documentation for Dominican and regional lanes
- Freed the operations team to focus on exceptions and planning
Results
Median enquiry resolution time fell 44%, customer escalations dropped, and customer satisfaction rose materially once coordinators stopped answering routine calls. Full metrics are in the downloadable portfolio.
Figures relate to the period stated and were provided by the client. They depend on that client's starting point, so they are not a forecast for another operation.
We assumed we needed more coordinators. What we needed was to stop coordinators answering the phone. We got our operations team back.
What stayed in place
The carrier-coordination function Corpshore built is now a permanent part of the forwarder's operating model, and the operations team has been redeployed to higher-value planning work.