SOFTSQUARE CASE STUDIES

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Automated Email Support

COMPANY BACKGROUND

INTTRA is an electronic transaction platform and information provider at the center of the ocean shipping industry. INTTRA allows customers to book and track containers and submit shipping instructions within the industry’s largest e-commerce network, gaining access to 54 carriers and NVOCCs.

BUSINESS CHALLENGES

As a fast paced International Shipping Company, INTTRA is experiencing massive growth and strives hard to create an excellent end-to-end customer experience. INTTRA allows its customer to create cases online and address their requests through Live Chat and Phone. In due course when the Customer Service Team started receiving similar kind of incidents in large scale they found it difficult addressing every incident and sending a manual reply to each and every customer. This required more and more resources.

SOLUTION

INTTRA collaborated with Softsquare to develop a solution for easy handling of the recurring cases. Softsquare provided an Email Service based solution that classifies the reported Incidents. This simplified the task of the Customer Service team and helped them save a lot of time and effort.

RESULTS

Softsquare’s implementation and customization has helped the INTTRA’s Customer Service team to seamlessly provide extensive support with a robust solution that satisfies customer needs in a faster and more efficient pace.