StampaeStampe: customer care freed up, reliable tracking and happy customers
- -70% Customer Care workload
- 15,000+ shipments per year across more than 1,000 different products
The challenge
StampaeStampe.it is a digital print centre that ships over 15,000 parcels per year across more than 1,000 different customisations. With 7 operators dedicated to order management, too much time was being lost on the operational side of shipping instead of delivering value to customers.
- No proactive alerts: the team only discovered delays or anomalies after the customer reported them
- Long wait times: slow processes for handling disputes and held shipments
- Inefficient communication: no quick way to contact the carrier with order details at hand
- Excessive manual work: repetitive, low-value tasks were consuming the entire team's time
The solution
StampaeStampe.it implemented a centralised, real-time monitoring system with Qapla' covering all active shipments.
1
Automatic alerts: instant notifications on delays and anomalies before the customer is even aware.
2
Integrated carrier contact: direct access to the carrier from the shipment record, with order details pre-filled.
3
Custom packaging management: automatic import of weights and dimensions for fast label generation.
The results
-70%
logistics team freed up: from 7 dedicated operators down to 2
5 Stars
Reputation grown thanks to careful handling and on-time delivery
- Operations team recovers time for higher-value activities
- Significant reduction in wait times and disputes
- Issues intercepted early: dramatic drop in customer complaints
"With Qapla' we have an interface that gives us useful information to better interpret problematic shipments, allowing us to request clarification in a much shorter time."