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Background:

An emerging player in the US logistics industry, faced challenges in optimizing its operations. The company decided to explore outsourcing as a strategic solution to enhance efficiency, reduce costs, and leverage the specialized skills available in emerging markets like India.

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Scope of Outsourcing:

Procurement, Customer Service, Operations, Sales Support, Documentation.

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Results:

- Cost Savings: Outsourcing to India resulted in a significant reduction in operational costs by ~72%

- Operational Excellence: TC brought in technological advancements and operational best practices, leading to improved efficiency and meeting all operational KPIs with 97% on-time completion

- Customer Satisfaction: With TC handling sales support and documentation, the client experienced a notable improvement in customer satisfaction with a reduction in attrition by 23%.

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Implementation:

Phase-wise execution to minimize disruption to ongoing operations. Comprehensive training programs were conducted for TC staff to align them with the client’s processes and quality standards. Robust communication channels were established to ensure seamless collaboration and address any challenges promptly.

Challenges and lessons learned:

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Challenges such as cultural differences and time zone variations were identified and mitigated through effective communication and collaboration strategies. Regular performance reviews and feedback mechanisms were established to continuously improve the outsourcing partnership.