Integrated Operation of a Delivery Call Center and Logistics Center for Medical Device Distribution
Centralizing customer service and logistics information to improve response quality and operational efficiency.
Customer：Medical device manufacturer
Challenge (Before)
Medical devices are shipped and delivered in large volumes to a wide range of customers, including clinics, wholesalers, and retailers. As a result, numerous customer inquiries arise daily, such as confirmation of delivery dates and times, shipment status inquiries, delay notifications, and replacement arrangements for defective products. These inquiries placed a heavy operational burden on the personnel in charge.
In addition, logistics operations and customer service functions were managed separately, making it time-consuming to confirm delivery status and sometimes preventing immediate responses to inquiries. The company therefore faced the challenge of reducing the workload associated with customer inquiries while establishing a rapid response framework closely coordinated with shipping and delivery operations.
Solutions
NX Solution
- Operated a call center on behalf of the medical device manufacturer to handle delivery-related inquiries, centralizing customer support functions such as delivery date confirmation, shipment tracking, delay notifications, and defective product handling.
- Leveraged NX’s delivery network and information infrastructure to quickly identify shipment and delivery status. Established a system that enables immediate status verification and decision-making in response to inquiries.
- When delivery delays are anticipated, customers are notified in advance to minimize operational disruptions.
- In the event of product defects, the call center centrally manages and coordinates the entire process—from defective product collection to replacement shipment—ensuring smooth collaboration with related departments and delivery partners.
Benefits
Benefits (Results)
Through the integrated operation of the delivery call center and logistics center, both the speed and accuracy of responses to customer inquiries were significantly improved. Enhanced information sharing enables customers to understand delivery status in a timely manner and take necessary actions quickly.
Advance notifications of delays and faster handling of defective products help minimize the impact on customers’ operations and contribute to higher customer satisfaction. In addition, centralizing individual inquiry handling reduces the workload of operational staff and supports stable and sustainable delivery operations.
