In the logistics and supply chain industry, customer experience is increasingly becoming a key differentiator. A major US-based enterprise was struggling to manage customer experience within a legacy system, which was negatively impacting performance and service levels.

In 2023, the client migrated back-office operations for 40+ clients to a leading BPO. However, multiple issues during the transition led to escalations and affected overall client satisfaction. The primary goals were to improve delivery SLAs, enhance accuracy, ensure process compliance, and elevate the overall client experience.

To plan for a seamless transition and maintain business continuity, the customer engaged Advatix Supply Chain GCC. This case study highlights how Advatix Supply Chain GCC addressed these tall challenges and delivered exceptional results.

Understanding the Client

The client is a global organization managing multiple functions for enterprise clients. During their strategic shift to a new BPO, their goals were to optimize processes, improve SLA compliance, and elevate client experience. However, challenges such as diverse workflows, reliance on tribal knowledge, and disjointed systems led to inefficiencies and inconsistent service quality. The focus was on building a unified, scalable, and customer-centric operational model for improved performance and transparency.

Key Challenges

A comprehensive review revealed multiple operational issues affecting performance and client satisfaction:

• Large number of clients in hyper care due to unresolved issues
• Non-standardized processes with heavy reliance on tribal knowledge
• Lack of quality framework and SLA governance
• No dedicated point of escalation
• Absence of a centralized knowledge base
• Multiple warehouse management systems creating varied sources of truth

Advatix Supply Chain GCC executed a two-phase transition plan, initially focusing on stabilization, followed by long-term process optimization.

Phase 1 – Short Term: Stabilization

• Focus: Identify operational and process-related issues and address them to stabilize business operations before migration.
• Deployed on-ground consultants
• Streamlined manpower planning and recruitment processes
• Conducted detailed training needs analysis and created SOPs/instruction manuals
• Implemented a quality framework
• Defined SLAs and established KPI monitoring
• Set up a structured escalation management process
• Established weekly and fortnightly governance with temperature charts by clients
• Developed a 30-60-90-day transition plan for process movement from the leading BPO to Advatix Supply Chain GCC

Phase 2 – Long Term: Process Transition

• Focus: Execute the transition plan and optimize processes for long-term efficiency.
• Executed the transition plan from offshore BPO to CXMC
• Deployed a continuous improvement framework
• Conducted reverse engineering and process mapping for critical tasks
• Deployed an in-house Knowledge Management System with redefined FAQs, SOPs, and technology enhancements
• Simplified processes by consolidating multiple warehouse management systems into a single platform, Advatix Cloudsuite™

Key Outcomes and Success Metrics

Advatix Supply Chain GCC’s expertise led to higher SLA compliance, improved accuracy, and an overall enhanced customer experience. Beyond these results, the transformation also delivered measurable and sustained improvements across multiple key operational metrics:

• First Response Rate: Improved from 78% to 90% within 2 hours.
• Closure Rate: Improved from 84% to 95% within 24 hours.
• First Transaction Resolution: Improved to 85%
• Escalation Count: Reduced from 100+/month to fewer than 10/month.
• Quality Score: Improved from 82% to 96%.
• Number of Clients in Hyper Care: Decreased from 11 to 3.