CorpshoreBPO · Santo Domingo
Track-and-trace and customs documentation for a Caribbean freight forwarder
The challenge
Shipment status enquiries, several thousand monthly, were consuming the operations team, and routine carrier chasing had no owner. The forwarder assumed it needed more coordinators when what it needed was to stop coordinators answering the phone.
Approach and methodology
- Absorbed track-and-trace enquiries across English and Spanish
- Took over routine carrier coordination and milestone chasing
- Handled customs documentation for Dominican and regional lanes
- Freed the operations team to focus on exceptions and planning
Results
Median enquiry resolution time fell 44%, customer escalations dropped, and customer satisfaction rose materially once coordinators stopped answering routine calls. Full metrics are in the downloadable portfolio.
-44%
median enquiry resolution time
+25 pts
customer satisfaction
+71%
carrier milestone coverage
The complete metrics table and charts for this engagement are in the downloadable portfolio.
We assumed we needed more coordinators. What we needed was to stop coordinators answering the phone. We got our operations team back.
Enduring value
The carrier-coordination function Corpshore built is now a permanent part of the forwarder's operating model, and the operations team has been redeployed to higher-value planning work.
Client identities have been anonymised. Industry, size, geography, delivery site, service scope and reported outcomes are presented as they occurred, with identifying detail removed at client request or under confidentiality provisions. Where a figure originates from a client's own internal modelling rather than a jointly measured metric, that is stated in the text and the figure is not presented as a Corpshore claim. Treat these outcomes as directional benchmarks; Corpshore Dominicana produces engagement-specific projections during discovery.
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