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QlikView heightens award-winning customer service focus at Target Express
Technology Category
- Application Infrastructure & Middleware - Data Visualization
Applicable Functions
- Sales & Marketing
Use Cases
- Supply Chain Visibility
Services
- Data Science Services
The Challenge
Target Express, the largest independent express delivery company in the UK, was looking to enhance its industry-leading image as an open, proactive business partner. The company wanted to quickly unlock data stored in various systems to provide superior service and share detailed logistical information with customers beyond standard industry KPIs. A key account recognized that a huge repository of information residing in Target Express’ systems would be valuable for conducting their business more effectively. The customer requested access to the data which would disclose what it cost them to operate in a specific area, move specific products, during a specific time of year, and numerous other operational insights.
About The Customer
Target Express is the largest independent express delivery company in the UK. The company is focused on customer service delivery with a philosophy of “Nobody Takes More Care“. It serves primarily business customers and has built a core base of 5,000 accounts, which includes over 20 FTSE 100 companies and market leaders in key business sectors. Approximately 96% of customers acquired over the last ten years continue to depend on Target Express as a valuable link in their supply and parcel delivery chains. Many new accounts come by way of customer referrals. The company has been recognized for its exceptional service performance with business awards extolling “Customer Care,” “Business of the Year” and other coveted accolades.
The Solution
Target Express deployed QlikView to roughly 1,000 users including more than 500 customers and 150 employees – with customized dashboards developed in less than 3 business days. With QlikView Server (64-bit), Target Express provides its customers with increased visibility while handling a large data volume of nearly 200 million customer transactions annually across 5,000+ customers. By enabling fast access to in-depth logistical data, QlikView helped Target Express improve customer satisfaction and, therefore, customer retention rates to 96%. The 64-bit QlikView solution was implemented to enable the creation of dedicated dashboards for any customer who wanted access to every aspect of their transaction data in Target Express systems.
Operational Impact
Quantitative Benefit
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