Freshworks can benefit Logistics and Freight companies by providing a comprehensive customer relationship management (CRM) platform that can help manage customer interactions, sales, and support. With Freshworks, Logistics and Freight companies can streamline their operations, improve customer satisfaction, and increase sales. Additionally, Freshworks offers a range of tools for marketing automation, analytics, and customer engagement, which can help Logistics and Freight companies grow their business.
Recently India’s Largest Logistics and Freight Company Chose Freshworks for Customer Engagement Efficiencies.
Freshworks Inc. (NASDAQ: FRSH), announced (April 12, 2023) that its customer DTDC, one of India’s leading logistics and courier service providers, uses Freshdesk™ to deliver personalized experiences to millions of customers.
DTDC Express Limited is a homegrown freight company that processes over 500,000 shipments every day. The high volume of support tickets generated during the recent supply chain demands, were unable to be properly managed by the company’s previous customer engagement software and caused delays for DTDC and its customers.
“The transformation journey to Freshworks was outstanding. It took us only 45 days to migrate to Freshworks and only a couple of weeks to train our employees to use Freshworks software to its full potential,” said Mrinal Chakraborty, Director, Channel Business & Network Development, DTDC Express Limited. “The quick to deploy nature helped us onboard over 13,000 franchise owners and millions of customers with no real friction.”
Freshworks’ reporting and analytics capabilities also gave DTDC the power to track agent productivity and measure CSAT scores. Since implementing Freshdesk, CSAT scores have increased by 32%. DTDC is also able to reward its employees based on their performance and the customer satisfaction they create which is boosting the morale of team members internally.
“If I could compare Freshworks to a human being, it is friendly and responsive,” adds Mrinal. “We want to differentiate ourselves in the crowded logistics space with our focus on the consumer and Freshworks’ vision to create delightful experiences is shown in its truly world-class software!”
“We are thrilled to be partnering with a leading brand like DTDC in their transformation,” said Karthik Rajaram, Vice President, Sales for Freshworks India. “We are pleased to have been able to move the needle significantly on their north star metric – CSAT (Customer Satisfaction score). We believe this is truly a testament to our platform delivering tangible value to our customers in record time by empowering their agents to better delight their customers.”