Company Description
A leading Indian tech-enabled logistics company founded in 2014, specializing in on-demand intra-city goods transportation, packer-and-mover services, and enterprise solutions
Company Size
1000+
Industry
Logistics
Porter is one of India's leading logistics companies, known for efficient intra-city and inter-city services, serving over 10 million customers across 25+ countries.
Porter was facing a significant challenge with its 'Customer not reachable' service calls. This issue was not only driving up customer service costs but also creating a poor experience for both customers and driver-partners.
The core of the problem was the inability to quickly and accurately understand the root causes behind these failed contacts. Manual analysis was slow, couldn't cover all languages like Hindi,Tamil and Kannada, and failed to provide the actionable insights needed to improve the customer experience and operational efficiency
Prodloop's Conversation Intelligence platform was deployed to analyze 100% of the voice calls in the 'Customer not reachable' category. The platform's fine-tuned GenAI models, specific to Porter's business, were able to:
Identify Root Causes: Automatically identify and prioritize the reasons why customers were not reachable.
Analyze Agent Performance: Pinpoint the most effective agent responses and interventions.
This deep analysis, with over 95% accuracy, provided Porter with a clear, data-driven understanding of the problem, turning thousands of conversations into actionable insights
The actionable insights from Prodloop directly led to key product interventions, including platform-initiated customer calls and an automated 15-minute waiting time check. These changes resulted in:
A 20% reduction in customer service calls for this category, leading to significant cost savings.
An improved customer experience by proactively addressing a key point of friction and reducing customer anxiety.
Increased productivity for the customer service and product teams by eliminating the need for manual call analysis.
Decrease in Customer Service Costs
Accuracy of Call Analysis in Indian Languages
“Prodloop helped us understand the 'why' behind our 'customer not reachable' issues with incredible speed and accuracy. The insights from their platform were instrumental in developing product solutions that directly led to a significant 20% reduction in customer service calls for this category.”
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