Conway Centralises Customer Service and Logistics Tracking with Salesforce
Executive Summary
Timestamp designed and implemented a Salesforce Service Cloud solution to centralise Conway's Customer Service operations while improving the tracking of orders, shipments and transport routes.
The platform integrates information from corporate systems, automates customer service processes and provides a unified operational view, improving service efficiency and enabling faster response to customer enquiries and logistics incidents.
The Challenge
Conway needed to optimise its Customer Service operations while improving the traceability of orders and transport routes through a single centralised platform.
The project required Salesforce to become the central platform for Customer Service and Traffic Operations by integrating it with multiple corporate systems. At the same time, the solution had to remain scalable, easy to maintain and ready to support future business requirements.
The Solution
Timestamp designed a solution based on Salesforce Service Cloud, maximising the use of standard platform capabilities while introducing custom developments only where they delivered clear business value.
End-to-End Customer Service Management
Centralised management of customer service cases, providing complete visibility of incidents and enquiries together with a unified view of customers, orders, shipments and transport routes.
Process Automation and Logistics Tracking
Automation of customer communications and business processes, combined with real-time tracking of orders and transport routes to accelerate incident resolution.
Integration and Scalability
Bidirectional integration with corporate systems, document management linked to customers and shipments, and a scalable architecture designed to support future enhancements without compromising platform stability.
Business Impact
Solution Scope
Salesforce Service Cloud
Implementation of a centralised platform for customer service and case management.
Business Process Integration
Integration with corporate systems to synchronise orders, deliveries, transport routes and shipment status in real time.
End-to-End Delivery
Complete project delivery including Discovery, Functional Design, Build, Testing, Training, Go-Live and Hypercare.
The Client
Conway is a logistics operator specialising in the distribution of food and fast-moving consumer goods (FMCG). The company manages an extensive transport and distribution network and continues to invest in digital transformation to improve operational efficiency and customer service.
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