Context
The global pandemic transformed many aspects of how we live and work. One of the most visible and lasting examples of this was a 24% increase in the use of delivery and logistics companies in 2020. With that came the need for more effective and efficient ways of managing logistics processes, alongside an emphasis on digitisation. Moreover, new trends such as drop centres, contact-free returns, and drone delivery continue to drive the need for logistics organisations to be digitally advanced and maintain their competitive edge, making future-proofing essential.
Challenge
A global logistics firm with over £5 billion in annual revenue, 100,000 employees, and servicing over 1 million deliveries a year, needed to find a way to quickly and easily access the information held within its paper-based logistics process.
The process addressed of a series of transaction records and signed-for deliveries, all of which needed to be validated and evidenced back to the client. With a portfolio encompassing both B2B and B2C clients, the delivery process is crucial to the customer experience and forms a key measure within their service level agreements. The client was on a journey towards an end-to-end digital solution but needed help to move quickly and ensure quick and easy access to evidence for their clients.
Solution
OASIS was able to provide a solution that meant all delivery notes were collected from the logistics firm daily and scanned at one of our local service centres. The relevant metadata is automatically captured, allowing the document to be assigned to the correct workstream and further enhanced with additional metadata provided by the client to ensure validation.
Our customer portal is then used to access information based on pre-agreed access permissions. The powerful search engine enables users to pinpoint relevant information at any stage of the process, whilst pre-defined retention periods ensure that data is securely destroyed at the appropriate time.
Outcome
The streamlined digital system enables the client to demonstrate performance against their customers’ service level agreements, while all stakeholders can quickly and easily access relevant information through the OASIS customer portal, ensuring faster response times and improved customer satisfaction.