Real-Time Monitoring and Process Automation for Lion Parcel
Streamlining Operations with Salesforce Sales Cloud & Service Cloud
*conducted by internal TMS survey
Introduction
Lion Parcel (PT Lion Express) is a logistics company established on February 14, 2013, providing first, middle, and last mile services for both domestic and international deliveries.
Supported by over 7,000 agents, 15,000 delivery couriers, and 3,000 fleets, Lion Parcel’s delivery network currently reaches 98% of sub-districts across 34 provinces in Indonesia. Additionally, Lion Parcel is backed by the Lion Group’s network and infrastructure, connecting communities without limitations of time and distance, and offering affordable logistics services.
Challenges
Lion Parcels encountered multiple operational challenges that hindered efficiency:
Real-time monitoring was not in place to track Account Manager (AM) and Account Executive (AE) activities, leading to difficulties in managing leads and pipeline sales.
The KYC process for issuing policies to new customers was slow and inefficient, creating bottlenecks in customer onboarding and policy issuance.
A lack of centralized monitoring for service channels led to fragmented visibility and inconsistent customer service quality.
To address these issues and improve customer experience, Lion Parcels recognized the need for a more robust solution.
Solutions
To tackle these challenges, Lion Parcels implemented Salesforce Sales Cloud and Salesforce Service Cloud, focusing on the following key areas:
01
Centralized Monitoring: A unified platform to monitor AM and AE activities, allowing management to track customer interactions, leads, and service requests across all channels.
02
Sales Process Automation: Automated pipeline management and sales processes to accelerate lead-to-conversion times and enhance sales team efficiency.
03
Customer Service Level Agreements (SLAs): Implemented features to track SLAs and ensure timely resolution of customer issues.
04
Real-Time Data Processing: Enabled real-time processing of customer complaints and service requests, ensuring quicker response times.
05
Reporting & Dashboards: Delivered real-time visibility for management through detailed reports and dashboards on customer activities, leads, and service outcomes.
Results
One centralized platform for managing customer interactions, policy issuance, and complaint resolution.
A 360-degree view of customer activities, allowing more effective customer engagement.
Improved customer satisfaction through quicker issue resolution, backed by Salesforce’s real-time data capabilities.
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