Help Desk Software for Logistics
Success case for the management of logistics and shipments, contracts and SLAs. An integrated and innovative approach for customer management, anomaly management, automatic measurement of time to respect contractual agreements.
Book a meeting
Customers who have chosen us
What does Deepser offer?
Here we list some of the features that have been used to offer our customers the best solution on the market.
FAST AND EFFICIENT CUSTOMER SUPPORT
SHIPMENT MANAGEMENT AND MONITORING
CUSTOM REPORTS
The company in brief
The company is an express shipping services broker, present in France, Switzerland and Italy with more than 4000 customers. It works with the best couriers worldwide and acts as a single point of contact for its customers, for whom it identifies the best services and rates for the transport of goods.
Profile
Service
Challenge
Solution
Benefits
Thanks to Deepser, the customer support service, made up of only six people, is able to manage around a thousand tickets a day. Deepser, integrated with suppliers’ shipment management processes, automatically analyzes a huge amount of shipments and transforms only those that require attention into tickets.
The system checks shipments dozens of times a day to promptly detect any anomaly. This allows you to adopt a proactive approach in managing customers and their needs.
Problem identification
The company received all requests via email. These were manually assigned to each operator who consulted the information systems of the various suppliers from time to time in order to proceed with verifying the status of the shipment and resolving the ticket.
Needs and goals
How Deepser met the company’s needs
The company has adopted Deepser’s ServiceDesk module and configured email integration, both incoming and outgoing, to manage tickets regarding shipments in progress, requests for offers or general information. Deepser was immediately integrated with the IT systems of the company’s suppliers, such as shipping companies and couriers, and therefore has real-time and always updated information on the delivery status of shipments. Through the Deepser integration, it automatically creates a ticket for all shipments in an abnormal state, allowing the company to focus on the shipment and inform the customer of its progress, before they open a report.
At the same time, Deepser automatically takes no action for all shipments that it evaluates as proceeding correctly. Customers and the company communicate within the ticket, where some updates received through the integration are also automatically inserted, such as the delivery of the package. Customer Service uses Quick Reply for the most frequent responses, further speeding up ticket management. Customers have access to the Customer Portal where they can see all the tickets managed for them and, if necessary, report shipments or anomalies, and send support requests. The company has also created a customized Dashboard to keep track of each customer’s monthly billings, thus always having the volume and value of each account available.
Results
Do you want to see Deepser in action right away?
Reviews
Convenient because I always have all the requests in progress under control and I can use quick replies within the tickets.”
Very satisfied with the modules we use, Help Desk, Knowledge Base, CMDB, CRM.”
If you’re not ready to make a choice, here’s a gift for you!
Software selection takes time. To help you out we prepared a document to facilitate gathering data for your selection process. We are not afraid of comparison.