Overview

Network Courier combines FocalScope with its IT infrastructure to speed up its internal workflows and deliver outstanding customer service.

 

Scenario

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.

 

The Challenge

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.

 

How FocalScope helped

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.

 

FocalScope provided the following improvements:

  • Instant messaging, so front-line agents can contact specialists and supervisors regarding any issues and collaborate on resolving tickets that require greater expertise than frontline agents possess.
  • Group inboxes (ticketboxes), to help groups of agents monitor and respond to incoming requests. Agents can see when a colleague accepts a ticket and simply focus on tickets that have yet to receive a response.
  • Ticket queues and ticket recycling that fairly distributes email tickets to available agents. If an agent does not attend to their queued tickets, the system recycles the tickets and presents them to another available agent. This improves turnover times as the whole team is utilized, without straining any one individual.
  • Network Courier agents were quickly able to harness the full power of FocalScope because of the familiar interface and intuitive workflow. This was of critical importance to Network Courier, as they could not afford ongoing staff training sessions delaying them in reaching full productivity.
VS Kumar
Network Courier's Managing Director
"We were impressed to hear FocalScope could be integrated with our existing software ecosystem. As a customer support tool it helps our staff better communicate with each other and our customers."

AT A GLANCE

Industry:

Global Courier.

 

Location:

Singapore.

 

Company Profile:

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.

 

Benefits:

  • Unified team support thanks to group ticketboxes
  • Consistent customer support with agents standing in for absent colleagues
  • Familiar interface that helped Network Courier staff get-up-and-go quickly
  • Instant Messaging for collaboration on special cases
  • Integration completed by Network Courier’s IT staff

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