FocalScope for Logistics
Dispatch customer service on-time, in-full
For logistics companies, any missed call or email could mean lost opportunities. With FocalScope, coordinating logistics services across supply chains becomes smoother, more efficient and more responsive to the needs of customers, partners and internal teams.
Multi-site deployment with uncompromising support
Seamless service across channels and locations
Tackling customer support across offices, warehouses, fulfilment centers and transport with ease. Regardless of the location, FocalScope connects all agents working from the office, from home, or on the go, to your support channels, allowing you to serve customers quickly and consistently.
Deploy support teams in any location with flexible implementation options: cloud, on-premises or hybrid. Monitor and control local systems with centralised management.
Boost response and handling times
Expedite time-sensitive deliveries and tasks
Automatically triage thousands of requests across different channels, making sure that no customer request is left unattended. Save time on manual sorting work and focus on serving customers.
Leverage intelligent routing to set operating hours and shift timings, assigning tasks only to available agents. When the first shift is over, any incoming request automatically goes to the next group of agents. Beyond business hours, route tasks to standby teams or mobile numbers, ensuring that urgent customers requests are always quickly responded to.
With routing, you can create unlimited workflows based on multi-layered logic, such as priority, agents’ skill, SLAs, and much more.
Bring accountability to shared mailboxes
Make working hard feel like hardly working
When a new request is received, agents can immediately see who’s assigned, deadlines and ticket logs. Once an agent starts responding to a ticket, it remains locked to prevent duplicate work. Enhanced transparency shows everyone exactly what needs to be completed, enabling clear ownership of every task.
Internal notes, call dispositions, and the customer card facilitate seamless shift handovers. Agents across different shifts or locations have all the details they need to deliver continued and personalised support, without leaving customers hanging on till the next day.
Provide real-time delivery updates
Schedule follow-up reminders on emails to give customers periodic shipping updates. Offer proactive support and keep customers in the loop so they feel well taken care of.
Live dashboards and reporting
Drive improvements with data
With so many moving pieces, logistics businesses can rely on live dashboards and reporting features to understand how they’re doing on the customer front.
Across every channel, gain valuable insights from metrics like average handling time, SLA compliance, agent performance and much more. Accurate data allows managers to identify issues and make changes quickly.
Generate reports automatically using over 70 built-in Excel report templates, including first touch resolutions, missed calls, and more. Slice and dice the data conveniently, using filters and pivots. Examine historical data to spot macro trends and drive targeted service improvements.
Reports are already pre-formatted, so you can schedule recurring reports to receive automatic updates or share with internal stakeholders with ease.
Strengthen the heart of your business
Discover how logistics and transport providers use FocalScope to serve customers 24/7, coordinate multi-location operations, and meet SLAs.
Seamless integration with existing software ecosystems
“We were impressed to hear FocalScope could be integrated with our existing software ecosystem, which enabled us to connect different systems together seamlessly. As a customer support tool, it helps our staff better communicate with each other and our customers.
The FocalScope team is amazing. In addition to providing a smooth implementation, they share best practices and help us to get maximum benefits out of the system.”
Managing Director, Network Courier
Automatic email routing to optimise response times
“We have been with FocalScope for more than 10 years and it has been a great journey. The ability to prioritize and auto-distribute emails to teams and agents give us a substantially improved workflow. FocalScope looks and feels similar to Outlook, making it very user-friendly.
We keep rolling out the software to new teams and FocalScope keep expanding with new features.”
Project Manager, DHL
Build a unified communications hub
Speed up your customer service, and increase customer satisfaction on every channel.
Handle millions of emails accurately and efficiently every day.
Flexible and scalable telephony system for big and small businesses.
Live chat and bots
Interact with website visitors in real time and boost conversion.
Message customers via SMS, Telegram, WhatsApp, Facebook.
Help customers help themselves with FAQs and support articles.