Collaborative Exception and Issue Resolution
Drive efficiency through centralized collaboration and case management for everyone in the supply chain.
Exception Management
Resolve shipment issues 4x faster with shared tools to identify, escalate, and resolve distressed shipments in real time with your shipping partners. Nearly 10% of all shipments encounter exceptions that can result in negative customer experiences — it is critical take action before they turn into a costly return or appeasement.
Benefits include:
- Standardized cross-carrier exception statuses
- Intelligent exceptions that identify updated estimated delivery dates, at risk promise dates, no movement and more
- In-band carrier communication
- Customizable exception views and statuses for accelerating shared problem solving
- A library of best practices and recommendations for resolving the most common exceptions
Proactive Customer Service Workflows
All teams involved across the final mile use different tools and processes today to track and optimize procedures. As a consequence, most organizations have multiple complex and inefficient workflows for resolving issues across their internal and external partners. Convey Case Management provides out of the box features to standardize and simplify all delivery exception management activities.
Benefits include:
- Configurable views for shared work and exception escalation
- Single record of truth including all reference numbers and links
- Shared reporting and response Time SLAs for clear performance visibility
- Configurable automated or customizable communication
- Shared, interactive dashboard for work in progress, resolutions, timing, and workloads by team, terminal, partner, agent, and exception type.
Centralized Shipment and Order Information
All of the information needed to resolve shipment issues in a single page. Every shipment is complete with a record of all shipment status updates, customer and carrier communications, attachments and internal notes ensuring a single source of truth.
Benefits include:
- Google-like search and filter capabilities to easily find shipments and instantly respond to customers
- In-band document and communication records
- Easy access to all unique identifiers and links to other relevant systems
CRM System Integration
Eliminate silos and improve outcomes by connecting, triggering and tracking activities for customer care and logistics in one place.
Normalized Exception Data
Transform over 12,000 shipment status codes from 110+ carriers into simplified and easy to understand status codes. Learn more »
Unlimited User Licenses
Give Customer Care, Logistics, Operations, or eCommerce teams access to solve any issues that customers may have.
Carrier Performance Analytics
Unified, on-demand insights on carrier exception performance and responsiveness to aid in partner management. Learn more »Talk to a Convey Engage Expert
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