Automating customer service

Karen Janssens
EIKONA Logistics und Hartmann International beschreiben auf der 4. DVZ Konferenz wie ein automatisierter Kundenservice funktioniert.

Hartmann International at the 4th DVZ conference “The right TMS: the key to freight forwarding 4.0”

The supply chain of the future is characterised by collaborative and automated processes. This was the consensus on 9 September 2021 at the 4th DVZ conference "The right TMS: the key to forwarding 4.0". Together with Nicolas Bergschneider, IT Manager for our customer Hartmann International, our CEO Bastian Späth showed that our solutions are already moving in this direction, even in customer service.

Hartmann International has laid a lot of groundwork with our support as it moves toward automated customer service: integrating heterogeneous IT landscapes, linking data sources, and registering customers on a single service platform using a single sign-on method. Hartmann International's customers can now find all the information they need on the new central information hub without having to do research manually. The freight forwarder has also significantly improved its data quality and increased the EDI rate for its orders to over 95 percent with the EIKONA Order Management module. These are all orders that can go straight into production without any incongruities. In future, Hartmann International intends to use the new service platform to share reports, analyses and documents and supply status information from freight forwarding and logistics. That lets it provide high-quality customer service 24/7, significantly strengthening customer loyalty. Thanks to the real-time information, the logistics provider's customers know the current status of their orders before even asking for it. Hartmann International thus exceeds its customers' expectations and has taken customer service to the next level. A success story that also impressed the DVZ conference attendees.