Case Study: Logistics
Driving Cold Chain Efficiency with Smart Service Tools
Self-service, IoT, and automation reduced support load by 33%.
About the Client
Our client is a leading U.S. fleet management company specializing in temperature-controlled logistics for the cold supply chain. With nationwide operations and advanced telematics, the organization offers leasing, rental, maintenance, and compliance solutions that enhance efficiency, ensure food safety, and support sustainability across critical distribution networks.
The Challenges
- Limited self-service tools, causing high call volumes to support/sales.
- Manual report creation and delivery, errorprone and lacking search/customization features.
- Fragmented IoT data systems, forcing customers to use multiple portals for information.
- No case management or routing, resulting in inefficient request handling.
The Solutions
- Invitation-only account access ensures secure, controlled customer sign-on.
- Online case management via Dynamics 365 CE, automating routing and request processing.
- Flexible, real-time reporting module featuring customizable filters, downloads, and analytics dashboards.
- Sophisticated account hierarchy delivers role-specific visibility and data access.
- Integrated IoT dashboard and asset map, displaying live trailer data and locations.
- Secure portal access to invoices, statements, and documentation, replacing manual delivery.
The Benefits
- Customer self-service tools reduced call volume by 33%, lowering demand on support and sales teams.
- Online case management cut request processing time by 25% and reduced error rates by over 15%.
- Automated report delivery eliminated manual effort, freeing resources previously spent on preparation and distribution.
What the Client Said
“The new portal completely transformed how we serve our customers—fewer calls, faster resolutions, and real-time insights. It’s streamlined, scalable, and exactly what our operations needed.”