When Brett stepped into his role, he saw that operations and customer experience were inextricably linked. Warehouse operations were a black box to the rest of the business and customer facing teams simply didn’t have access to the information they needed to autonomously resolve customer enquiries concerning quoting and tracking freight movements.
“We were looking for more service for the customers. What we call the WHG Olympics is where the customer rings customer service or one of the sales reps and they ring the warehouse about the order and the constant back-and-forth in communication trying to give information about where the order is up to. MachShip has helped us reduce that.”One platform, one solution,
MachShip helped WHG overcome this challenge by providing a centralised platform for consigning and tracking all freight regardless of carrier, service or location. Suddenly, sales teams could quote using the same solution as the warehouse and customer service teams could tell a customer where their order was using real-time tracking information received direct from the carrier.