Here at Ligentia Enterprise, we’re busy rolling out a new, customer success platform that is defining next generation service for the brands and businesses we support.
The project has successfully completed phase one of roll-out and has been fully implemented with five customers, with a further five happening now and a goal of having all Enterprise customers enjoying a new level of technology enabled service, by the end of the year.
For each customer this means that all email correspondence will be directed to a single, account-specific email address. All email requests and queries are then served, not to a single Ligentia contact, but to a global team, including key account managers at both origin and destination. What this means is that customer success now ‘follows the sun’. Requests can be actioned by the most appropriate team member within the shortest possible time, rather than waiting in colleague’s in-boxes during out of hours periods.
All requests are centrally stored, tracked and visible both to Ligentia and to the customer, giving all-eyes-on the issue and resolution. What’s more, over time, this ‘knowledge hub’ grows and becomes a source of intelligence that can then be applied to improve and expedite customer success across the board.
For example, the system will track the most frequently asked questions, which are then captured and offered to customers on a self-serve basis, for immediate help and support. Where there are repeated tickets raised for specific supply chain issues, the system flags this to the Ligentia team for a fast, high-impact solution.
But the system isn’t just supporting customers in the day-to-day operations, it also provides bigger picture information and value. Within their login areas, customers will find full information regarding their team, the contract, SLAs and regularly generated reports. Plus there are discussion threads and chats that customers can join that will keep them up to date with the latest market trends and trade lane insights. Essentially, everything that the customer needs is centrally available in one, easy-to-access place and working seamlessly within our proprietary supply chain management software, Ligentix.
Anthony Plummer, the Managing Director for Ligentia Enterprise in the UK explains how the system is transforming customer success: ‘The new platform is a genuine game changer for Ligentia, reducing response times, streamlining processes and ensuring that the maximum intelligence is derived from each and every interaction we have with our customers. It puts information at their finger-tips, builds a robust knowledge base and empowers customers to connect with our business on their terms.’
The new system is truly multi-channel, so customers can connect via We Chat, WhatsApp and messenger rather than email. All the data flows to the same place, for the same speedy turnaround, by the most appropriate team resource, wherever in the world that may be.
Anthony elaborates: ‘By reducing the amount of manual processing involved in delivering customer support and by giving everyone a clear view on the status of every query or ticket, the system massively reduces pressure on our customers’ inboxes. For our teams, it’s simultaneously freeing up time for the solution building and expert problem solving that create the most value and advantage for our customers.’