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Polymers International Enhances Customer Service through Automated Shipment Tracking
Technology Category
- Analytics & Modeling - Real Time Analytics
- Cybersecurity & Privacy - Identity & Authentication Management
Applicable Industries
- Glass
- Plastics
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
- Supply Chain Visibility
The Challenge
Polymers International, a global player in the plastics and rubber industry, was facing significant challenges in tracking the movement of its approximately 200 monthly shipments. The lack of efficient tracking mechanisms led to difficulties in keeping customers informed about shipment statuses, resulting in confusion and subpar customer service. The operations team had to visit multiple carrier websites to gather updates on shipment locations, a process that was not only time-consuming and prone to errors but also diverted the team from focusing on more critical tasks. The inaccuracies in tracking updates led to a surge in customer queries regarding shipment statuses. The team also struggled with accessing timely information on changes in departure and arrival timings, making it challenging to provide customers with accurate delivery dates. Furthermore, the company was unable to leverage crucial insights such as visibility on the carriers offering the best service, trade routes ensuring cost-effectiveness and speedy deliveries, thereby compromising their ability to identify cost-saving opportunities and make informed decisions.
About The Customer
Polymers International is a global company founded in 1995, renowned for its contributions to the plastics and rubber industry. The company specializes in the marketing, sales, and distribution of high-performance elastomers, engineering plastics, silicones, specialty polyolefins, and films. It serves customers worldwide, with Australia and New Zealand being its key markets. The company was facing challenges in tracking its approximately 200 monthly shipments, leading to customer dissatisfaction and inefficiencies in operations.
The Solution
Polymers International sought a solution that could provide real-time visibility of all their global shipments on a single platform. GoComet's GoTrack Automated Shipment Tracking module provided the solution they needed. GoTrack automated the end-to-end shipment tracking process, eliminating human dependency and saving 90% of the time previously required for tracking shipments. This automation allowed the operations team to focus on more critical tasks. The module provided real-time cargo tracking, enabling the company to proactively respond to disruptions, efficiently plan their supply chain operations, and eliminate the possibility of detention and demurrage charges. GoTrack's comprehensive dashboard and its ability to generate detailed reports on carrier performance enabled the company to make informed decisions and identify the most reliable service providers. The solution also significantly improved Polymers International's customer service by reducing customer queries around shipment tracking by 80% and allowing the company to share live tracking updates directly with customers for their specific orders.
Operational Impact
Quantitative Benefit
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