The problem
The operator works for shippers who impose their own data processing conditions, and several require shipment information not to leave the European Economic Area. That capped the savings achievable with a classic offshore model.
At the same time, tracking enquiry volume grew with e-commerce without margin per shipment growing, and incidents needed a response in hours, not days.
What we did
Corpshore placed the team at its Poland hub: inside the European Union, with no need for international transfer instruments, and at a cost materially below an equivalent team in Spain.
The team covers tracking enquiries, real-time incident management and the documentation tied to cross-border shipments, in Spanish, English and Portuguese.
The incident protocol was redesigned so agents can resolve low-value cases directly without going back to the client, which is where the waiting had been accumulating.
Team shape
Eleven multilingual agents and a team leader at the Poland hub, with coverage extended beyond mainland Spanish hours.
Timeline
A 30-day pilot on the Spanish tracking queue, English and Portuguese added in month two, full operation in month four.
Data handling and compliance
Delivery inside the European Economic Area: there is no international data transfer and no standard contractual clauses are required, which let the operator meet the conditions imposed by its own shippers without giving up the saving.
Results
- -46 %
- Cost per enquiry handled
- 89 %
- Incidents resolved same day
- -63 %
- Enquiries escalated to the client
- +3 h/day
- Hours of coverage
Against the equivalent internal cost in Spain.
Against 57 % before the protocol redesign.
After delegating direct resolution of low-value cases.
Over the previous mainland Spanish hours, with no night-shift premium.
Figures relate to the period stated in each case and depend on each client's starting point.
Our shippers require that data does not leave the European Union. Poland gave us the saving without having to argue that clause with anyone.