Starting Development of an App to Make Delivery Inquiry Handling More Efficient
We have started developing a new app aimed at making delivery inquiry handling (customer support) more efficient. In this project, at the request of a client company, we are supporting the digital transformation (DX) of its operations as a product co-creation partner.
The Client's Challenges and the Background of the Project
As delivery services expand, the customer support workload at the client company is growing. Handling inquiries from retail outlets and delivery staff, and passing on messages about changes to delivery routes and delays, is done by phone, email and fax, making the work increasingly complex.
Because these exchanges rely on closed communication, it is hard to share information smoothly, and it is difficult for the people involved to work together while keeping track of the situation. In addition, managing inquiries relied on transcribing them into Excel and printing them out, which took a lot of effort, so the work needed to become more efficient.
System Features and Expected Benefits
The system under development has features specialized for delivery operations and aims to streamline communication between delivery companies and customer support. Its main features and expected benefits are as follows.
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Chat-based communication tool: In place of conventional phone calls and email, we will introduce a chat feature that lets people share information in real time. This will speed up communication on the delivery front line and prevent delays in operations.
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Response status management: Managing the status of inquiry handling in the system and seeing the response status in real time prevents missed responses. This makes it clear who is handling which inquiry, enabling reliable follow-up.
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Better security through in-house data management: Data in the system is managed centrally by the company itself, which reduces security risks and allows the system to be operated with confidence. With future use of AI in mind, the accumulated data is expected to be analyzed and used for further optimization of delivery operations and for predictive analysis.
If your company is interested in visualizing and optimizing business processes, or in the digital transformation (DX) of your operations, please feel free to contact us. We use a systematic method to understand and analyze your current situation and propose the best solution.