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Case Study

Raising the Bar for CX Excellence in Shipping & Logistics
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Summary

Mountain Valley Express is a leader in providing creative solutions, with customer service as a priority, to meet the transportation and logistics needs of its customers. To proactively elevate its customer experience, it sought support from its trusted partner, The DDC Group.

The DDC Group recruited, onboarded, and trained staff to perform critical customer-facing activities while supporting successful customer development and onboarding. After just seven days, Mountain Valley's dedicated team of DDC agents surpassed expectations in collecting missing data, securing quotes, and confirming bookings.

The Background

Mountain Valley Express is a leader in providing creative solutions with customer service as a priority to meet their customers' transportation and logistics needs.  With years of experience, a dedicated staff, and up-to-date technology, Mountain Valley has an extensive profile of services readily available that include warehousing and distribution, full truckloads, less-than-truckloads, custom invoicing and auditing, optimization and engineering solutions, and packaging and shipping supplies.

Mountain Valley wanted to enhance its already excellent customer service experience and scale its sales operation. Still, they faced the daunting challenge of hiring and retaining the best talent to serve its customers while balancing external market forces.

Having already successfully partnered with The DDC Group for Freight Billing, expanding their service agreement to include Customer Care was a natural next step.

"Customer satisfaction has never been more important,” says Mountain Valley's Chief Operating Officer. “I have been working with DDC for years, and I know I can trust them with this piece of my business.”

The Challenge

For many logistics service providers, customer experience is a top priority, but hiring and retaining qualified customer service professionals is challenging.

“We have heard complaints about the never-ending quest to hire and keep people,” says Donna Kintop, Senior Vice President of Client Experience at The DDC Group. “The cost of employing customer service agents is exorbitant and with very high turnover.” For companies in growth mode, such as Mountain Valley, this is especially difficult.

Mountain Valley’s team was working harder than ever to cover its burgeoning physical territory and expanding client list. To mitigate the growing pains and sustain continued success, it proactively sought out additional customer service capacity that would maintain its best-in-class service level long-term.

To achieve their goals, Mountain Valley prioritized a custom-designed program that would:
  • Scale to meet increasing demand: Mountain Valley Express needed a solution that could quickly scale without requiring constant hiring of in-house team members while also providing support for inside sales when needed.
  • Ensure 24/7 availability: A global business can't pause customer service when the office closes. They required a solution capable of meeting customer needs around the clock, no matter the time zone.
  • Support multiple languages: To expand their customer service language capabilities and include more native speakers of commonly used dialects, The DDC Group guarantees a minimum B2 language proficiency level according to the Common European Framework of Reference for Languages (CEFR)
  • Align with their service-driven culture: Mountain Valley's success stems from its strong service-oriented values. Leadership sought care associates who could quickly adapt to new roles and become vital members of the team.
  • Expand their market reach: Mountain Valley Express aimed to re-engage inactive contacts, build stronger relationships, and secure new shipments.

The Solution

Given their objectives, DDC's Customer Care offering was the ideal solution to address GLS-US’ challenges.

On average, DDC clients who leverage this solution save about two-thirds on their workforce staffing and retention expenses while maintaining a flexible, scalable base of qualified and knowledgeable professionals.

Customer Care services include:

  • Omnichannel, Multilingual Customer Service
  • Support for Internal Processes
  • Sales Support and Portfolio Management

The DDC Group created a customized Customer Care solution for Mountain Valley Express that included training, quality assurance, contingencies for expansion, technology configuration, extensive testing to ensure a successful launch, and ongoing implementation support to fine-tune performance.
Goals Achieved

Raising the Bar for CX Excellence

From serving in everyday roles to helping with special marketing initiatives, DDC’s experienced agents add value to Mountain Valley’s customer care services, contributing to their continued success.

“DDC's Customer Care offering empowers us to meet growing customer expectations and build long-term business relationships at scale,” Mountain Valley's Chief Operating Officer said. 
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Elevated existing customer experience

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Scaled customer service staff within budget

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Reactivated dormant accounts

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Gathered accurate, up-to-date client data

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Increased sales qualified lead generation

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Closed first FTL booking within Week one

Results

With The DDC Group’s freight industry expertise and reliable business continuity, Mountain Valley's customer service and inside sales teams can scale sustainably and maintain their position as two of the company’s strongest assets. 

By recruiting, hiring, and training talented associates, DDC’s Customer Care solution provides timely and complete resolution for Mountain Valley’s customers across numerous communication channels. As a result, Mountain Valley hit their customer care targets while scaling operations with DDC consultants to cover care across their currently served markets.

DDC's Customer Care offering empowers us to meet growing customer expectations and build long-term business relationships at scale.

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