TNT is a world leader in transportation and express delivery services. Each week, the company transports 4.7 million documents, parcels, and freight items in more than 200 countries, using a network of 2,653 terminals. TNT Brasil, the company’s Brazilian subsidiary, is the largest express transporter in the country (with a fleet of 2,500 of its own vehicles), providing international and domestic air and road transportation to 5,000 Brazilian cities.
With approximately 30,000 active customers in the country, TNT Brasil wanted to enhance the customer service processes and flows for its international and domestic segments. By implementing Oracle CRM on Demand Service, it reduced its response time to customer inquiries significantly, and, today, it resolves 70% of its customer requests within 48 hours.
“Enhancing the customer service process was a strategic move for TNT Brasil,” said Fabiano Ruviaro Fração, technology director, TNT Brasil. “We, therefore, searched for the best CRM solution on the market and chose Oracle, which had already proven itself as a strong technology partner. Thanks to Oracle CRM On Demand Service, we have a robust and reliable customer service infrastructure that gives us a 360-degree view and enables better response times. Our customers are more satisfied, and this satisfaction generates business.”
“We chose the best solution on the market— Oracle CRM On Demand Service—and we wanted the best partner. We were very demanding in choosing a partner with extensive knowledge of the solution and the market, and we, therefore, chose Unione, which did an excellent job. The project went into production within the predicted time frame, and we quickly achieved all of the results we wanted,” Fração said.