Freight Forwarding & Logistics – Customer Quotation Process
Deployment Of Customer Quotation capability
Customer Challenge
- A well-known European freight forwarding and logistics company
- Active in the transportation market for air, ocean and road services, as well as warehousing and delivery
- Customer survey revealed significant number of missed sales opportunities due to ‘quotation being slow and incomplete’
- Customer focusing on improving conversion rates of business in the post Covid 19 trading environment
- Highlighted need to provide efficiency in quotation process and improve consistency and transparency
- Necessary approval process along with history overview for quotation analysis
DDC Solutions
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Customer web page development with suitable quotation templates
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Change management process with client base to ensure high adoption rates
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Video training and help pages to ensure all users can leverage
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Leverage customer User Profile to autofill key detail
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Link quotation against existing operations in specified channel
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Harness customer rate database to drive quotation completion
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Utilize Python, Flask, Power BI, Spark through development of model
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Deployed machine learning techniques to gather necessary market intelligence, quotation follow up and success rates
The Impact
- Customer feedback shows significant improvement upon previous model
- Quotation processing time reduced by 83%
- Consistent completion achieved with no ‘no quotes’ being recorded
- Client saw their highest conversion rate, 5% above their previous best
- Overall revenue improvement by 21% from won business, a margin gain of 216bps.
- Billing and administration efforts were simplified considerably due to automated Quotation conversion