3: Startup in Logistics

Opimise was retained to future-proof service operations for a startup business in food retail logistics.

The Backdrop

Customer Services used Salesforce but without a structured approach.
Salesforce Cases lacked an underpinning process resulting in untimely follow-ups.
Non-digital service, purely through the Call Centre channel.
Three Customer Service representatives in the team.

AP Transition

A Focus Framework aligned Service Catalogue was introduced - the essential starting point for any structured service.
Ahead of moving to a tool with ITSM functionality, AP's universal status set and a basic AP Progression Dashboard approach was introduced in Salesforce.
Upon this foundation, the Customer Service team had the structural basics required for attentive service.
Personal ticket queues were kept in place but with cross-queue-cover forming a key aspect of the introduced Operating Procedure manual.

Outcomes

The way of working was keenly looked forward to, and keenly adopted, felt to be enhancement, not change.
Customer Service substantially improved.
Teams felt in control of service quality.

Conclusions

AP should be introduced for external Customer Service teams like for any other enterprise support team. Flow Management is not only for IT.
Even the smallest of support teams benefit and become noticably happier in their work.
Basic AP can be introduced to any service tool and is very quick and easy to do.