Network Courier combines FocalScope with its IT infrastructure to speed up its internal workflows and deliver outstanding customer service.
The courier industry is a highly competitive one. Courier companies live and die by the quality of their service and the promptness of their customer support. Network Courier has an excellent record of accomplishment both in service delivery and customer care, but was looking for a way to maintain its edge over their competitors and ensure every customer of theirs remains a customer for life.
Network Courier needed more clarity over their operations, specifically who handles each query and how it gets resolved. For complex cases, they wanted the ability to involve more people or specialists to ensure rapid turnover time and highly professional responses. Finally, Network Courier wanted a way for agents to handle ongoing communications with customers, in the event that a fellow agent is out of commission.
FocalScope was able to meet all the challenges posed by Network Courier’s unique requirements. The system was tested in isolation before full-scale implementation. FocalScope’s engineers were constantly available to assist with configurations and testing, but the bulk of the implementation was easily handled by Network Couriers own IT staff.
Network Courier is one of Singapore’s leading courier service providers and handles both local and international package deliveries, for various local and global brands and businesses. Network Courier’s passion and commitment to trust and relationship driven business has helped it secure multiple awards since its inception in 1990.