Transforming Contact Center Operations at a Logistics company with AI Analytics
Packeta is a customer-oriented logistics company with a strong commitment to delivering exceptional experiences. As a key player in the logistics industry, Packeta specializes in providing efficient shipping and delivery services, prioritizing a seamless customer journey.
With a high volume of interactions, including emails and calls, Packeta sought to enhance their data analytics capabilities to gain comprehensive insights into customer interactions and improve overall operational efficiency.
Transforming Contact Center Operations at a Logistics company with Analytics
Packeta is a customer-oriented logistics company with a strong commitment to delivering exceptional experiences. As a key player in the logistics industry, Packeta specializes in providing efficient shipping and delivery services, prioritizing a seamless customer journey.
With a high volume of interactions, including emails and calls, Packeta sought to enhance their data analytics capabilities to gain comprehensive insights into customer interactions and improve overall operational efficiency.
Use cases
AI-powered Analytics and Email classification
Channels
Email, calls
Benefits
Efficient and quick identification of improvement opportunities
Packeta's business challenge
Facing challenges in analyzing a limited percentage of interactions, Packeta recognized the need for a robust analytics solution that could provide a holistic view of customer engagements. The existing quality assurance team could only assess a fraction of emails and calls, leading to a blind spot in understanding customer sentiment and needs. To address this, Packeta set out to find an analytics vendor capable of delivering a sophisticated solution that would enable them to analyze all interactions rapidly and enhance their responsiveness.
Packeta selected Born Digital as their analytics partner due to Born Digital’s leading AI-powered conversation analytics platform, which offers key features like Generative AI analytics and customizable Business Intelligence dashboards. Born Digital’s expertise demonstrated during the evaluation, particularly in understanding Packeta’s industry, logistics processes, and unique needs, solidified their position as the ideal partner for tailoring a solution to Packeta’s specific requirements.
“We use interaction analytics mainly for keying and dividing interactions. That is, why customers from individual segments contact us, how we deal with the situation and whether the reported problem can be prevented. The suggestions that arise from the analysis of interactions are passed on to the company. We propose modifications to processes and procedures that lead to the improvement of our services. Customer satisfaction is the alpha and omega for us. .”
Šárka Šimková, CX Project Coordinator, Packeta
The solution
The implementation of Born Digital’s Analytics platform has had a transformative impact on Packeta’s operations. Team leaders now leverage analyzed calls for agent evaluations, focusing on specific sentiments to enhance operator development. Born Digital’s platform enables Packeta to analyze interactions swiftly, providing key insights into customer segments, issue resolution, and preventive measures. The analytics inform process modifications and procedure enhancements, leading to improved services.
Packeta is able to We use interaction analytics mainly for keying and dividing interactions. That is, why customers from individual segments contact us, how we deal with the situation and whether the reported problem can be prevented.
Born Digital’s expertise in Generative AI, coupled with Packeta’s industry knowledge, has significantly reduced reaction times, allowing for prompt customer response. Packeta’s commitment to customer satisfaction is reinforced by Born Digital’s solution, which empowers them to make informed decisions and elevate the overall quality of customer interactions.