Situation

Advent eModal is a cloud-based, real-time collaboration platform for the port community. It provides stakeholders moving containerized cargo through the supply chain with real-time views and management of cargo from port to depot to door. This is all done via a single digital, device agnostic platform.

Advent eModal’s customers are marine terminal operators—in other words, the companies that own and operate cargo terminals. The marine terminal operators’ customers are truckers and cargo owners are the end users of the eModal platform.

One of the challenges that Advent eModal faced involved providing technical customer support to those end users.

“The size of our technical support team was much too small to handle the volume of support requests,” said Colin Reynolds, Advent eModal’s Director of Customer Experience. “Consequently, we had some cases where our first reply time to the end user seeking immediate help was as high as forty-five hours. That was unacceptable.”

Since truckers get paid by the load and not the hour, they lost revenue while waiting to hear back from Advent eModal. Because Advent eModal could not respond right away, the company routinely received poor customer satisfaction scores.

In an attempt to get customer service representatives to improve the response rate, Colin had to spend a great deal of time managing that team. That effort took time away from focusing on other business matters. Furthermore, he didn’t have the budget to add more US-based support engineers.

Facing these challenges, Colin believed that the solution was to find a partner that could understand Advent eModal’s processes and procedures and provide training and management, as well as a team of technical support experts.

Peak Support turned out to be the partner Colin needed.