When twoday helped logistics company ILP-Group with implementing WhatsApp Assistant, processes were streamlined and resources were targeted where they were needed. At the same time, customer satisfaction reached record levels.
ILP-Group began its operations in the mid-1990s and has since provided its customers with comprehensive logistics solutions from transportation to warehousing and picking.
The challenge at the Kotka port branch was that booking unloading times was time-consuming for both customers and ILP-Group staff. Dozens of transports from different carriers arrive at the port every day to be unloaded.
And because the operation is 24/7, several staff members had to be on call to answer calls from drivers in addition to their own work. This caused interruptions and took up a lot of work time as employees had to answer calls, arrange transport access to the port, schedule a suitable unloading time in the calendar, and provide instructions to drivers.
In addition, supervision was difficult because there was no clear view of how many trucks were coming for unloading at any given time. Sometimes there was a long queue, and sometimes there was none at all. The unloading order was also often unclear.
The logistics company wanted to improve customer service, optimize employee time management, and facilitate work planning.