Sales Efficiency
Digitalization
IT Transformation
Sales Efficiency
Challenge
A leading logistics service provider needed to optimize its Sales & Marketing support operations. The Shared Service Center (SSC), originally based in Bangkok, struggled with inefficiencies due to a lack of a standardized service catalog, unsatisfying service levels and missing scalable cost allocation models.
Solution
To address these challenges, the SSC was relocated to Belgrade, Serbia. A structured service catalog was introduced, defining clear service levels and responsibilities. Robust SLA management with high-performance KPIs was implemented to ensure consistent service quality. A transactional billing model enabled transparent and fair cost distribution among global subscribers. Additionally, both Managed Services and Dedicated Services were established to cater to varying business needs.
Benefits & Value
By centralizing administrative tasks in the SSC, local sales teams were freed up to focus more on customer-facing activities. To handle the increased demand for customer data maintenance, hiring within the SSC helped avoid cost increases compared to high-salary locations. Since the transformation, ticket volumes have grown fivefold, reaching 60,000 annually, supported by a team of 110 experts. The SSC now operates with a 98.7% SLA compliance rate, ensuring high-quality, efficient support for global Sales & Marketing teams.
Digitalization
Challenge
A global logistics company struggled with fragmented digital sales channels. Traditional sales processes were inefficient, and customers lacked seamless access to digital tools for managing their logistics needs. The challenge was to implement a comprehensive digital strategy that would enhance customer experience, drive efficiency, and increase engagement
Solution
To modernize sales and customer interactions, a structured digitalization roadmap was implemented. This included the development of eTouch initiatives and a digital sales channel to enable seamless customer self-service, reducing manual effort. Additionally, a Connectivity Store was introduced to provide smooth API & EDI integrations, allowing automated data exchange with thousands of customers. To drive long-term success, a Digital Agenda for the Global Sales Organization was established, ensuring a scalable and future-proof digital transformation strategy
Benefits & Value
The digitalization efforts delivered measurable success. Automated customer reporting grew to 30K reports monthly, reaching 14K customers and 114K recipients. The number of API & EDI-integrated customers surged from 600 in 2013 to 2,400 in 2024, significantly enhancing process automation. The myKN digital platform saw exponential adoption, with customer usage growing from 1K in 2018 to 30K in 2024, reinforcing the impact of the digital transformation strategy.
IT Transformation
Challenge
A multinational company needed to reduce IT costs while increasing performance and scalability. The existing IT infrastructure was fragmented, with redundant data centers, excessive applications, and inefficiencies in communication. To stay competitive, the organization required a more streamlined, cost-effective, and business-aligned IT environment.
Solution
A strategic IT transformation plan was executed, focusing on key areas to drive efficiency. Data center consolidation reduced complexity and enhanced infrastructure performance, while a structured IT demand management framework ensured technology investments aligned with business needs. Additionally, non-essential IT operations were downsized, eliminating inefficiencies and optimizing resources for future growth.
Benefits & Value
The transformation led to $10M in cost savings, a reduction from 100 to 15 global applications, and improved IT efficiency for 1,300 users. The streamlined infrastructure eliminated redundancies, enhanced system scalability, and provided a future-ready IT landscape that fully supports business expansion.
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IT Demand Optimization
Challenge:
Need of structured IT Demand Management process to efficiently capture, prioritize, and implement business requirements while improving communication between IT and business units.
Solution:
A new organizational and operational framework was developed, standardizing demand intake, prioritization, and execution, ensuring seamless collaboration between departments.
Benefits & Value:
The new structure enhanced efficiency and transparency, becoming a blueprint for IT teams across multiple regions, improving scalability and standardization within the organization.
Optimizing EDI/API Integration
Challenge:
Managing electronic data exchange (EDI/API) with 800 key accounts worldwide required a more scalable and reliable infrastructure. The company needed to streamline complex supply chain processes and ensure seamless data integration across multiple regions.
Solution:
Specialized competence centers were established in the USA, Germany, and Singapore, providing a centralized approach to EDI/API integration. A standardized framework accelerated the onboarding process, reducing complexity while ensuring system reliability and scalability.
Benefits & Value:
The implementation time for standard EDI connections was reduced to four weeks, while custom integrations were completed in twelve weeks. The centralized infrastructure simplified new customer onboarding and enhanced data management efficiency, leading to higher scalability and improved customer satisfaction.
Seamless Migration
Challenge:
The migration of 20,000 customers to a new portal required a seamless transition in a complex international IT and organizational environment. Ensuring business continuity while integrating global freight booking for sea, air, and land shipments was critical.
Solution:
A structured digital transformation strategy was implemented to streamline the customer migration process and optimize digital booking interfaces. This approach ensured minimal disruption, improving efficiency and user adoption across regions.
Benefits & Value:
By 2023, the portal had grown to over 100,000 users, driving significant efficiency gains. The digitalization of customer interfaces led to cost savings of €30 million in sea and air freight operations, reinforcing the impact of a customer-centric digital strategy.