PARS Enhances Customer Service Experience with FOS Desk’s Tailored Solutions

PARS

PARS, an Australian company deals with cross-border parcel services. The organization provides satisfactory parcels shipment and services, and outstanding customer service in many countries. The global reach and local experience guarantee flexible, efficient, and personalized service that covers Australia, Russia, and other parts of the globe. It has 43 central and regional trans-shipment centers and almost 400 depots, For its last-mile delivery it has nearly 300 vehicles, and for long-distance transportation, 200 vehicles.

Challenges Faced

PARS aimed to improve and promote its customer service while also increasing its revenues. During the implementation of this initiative, the organization faced the challenge of attracting and retaining the most competent beneficiaries. An even greater difficulty was the need to train and hire new customer care representatives due to substantial human resource turnover. As PARS’s physical area and client base expanded, the need for additional customer service personnel became vital to sustaining the service level that PARS was recognized for.

Solution

In order to overcome these challenges, PARS included its end-to-end customer service solutions in its service agreement with FOS Desk. FOS Desk provided a custom-designed program tailored to PARS’s needs, focusing on:

Scalability: The solution enabled PARS to grow the business quickly while not bringing constant outside talent into the company and to provide reinforcement for inside sales when required.

24/7 Availability: Thus, FOS Desk’s solution made it possible to maintain customer service operations to address the needs of clients at any time and in any region of the world.

Multilingual Support: FOS Desk ensured clients had at least a B2 language proficiency level based on the common language list.

Cultural Integration: It was also ensured that regardless of the care associates’ positions, they easily transition into new responsibilities, complementing the company’s service-focused culture.

Market Expansion: The solution proved useful to revive stale contacts and convert them into potentially active leads, to build relationships and accomplish more successful shipment.

Customer services being offered by the FOS Desk included multiple formats, certified multilingual associates for customer service, support for organizational functions, inside sell, sell support, and portfolio. 

Results

FOS Desk’s professionalism and continuity at PARS, our customer service and the inside professional teams also increased their growth evenly in a sustainable manner and they were able to continue this high level of effectiveness. 

Elevated Customer Experience: It however proved that PARS achieved its customer service objectives while growing operations.

Cost-Effective Scaling: This solution provided by the FOS Desk also meant that PARS could expand the customer service staff in line with the company’s requirements while staying within the budget.

Reactivated Dormant Accounts: Customers who previously were not active were contacted back, thus increasing sales.

Accurate Client Data: FOS Desk agents recovered 43% of the missing information from significant clients within 4 days to complete the sales qualification account records.

Increased Sales Leads: Potential customers turned sales qualified leads provided quotes, customer set-up, credit approval, and the first FTL booking was achieved within the first week.

Conclusion

With FOS Desk having experienced professionals, has been very beneficial to PARS’s customer services as it advances in every way possible. As customer expectations continue to rise and global business relations become increasingly crucial to establishing and sustaining strategic collaborations, customer service helps PARS address these demands effectively with the support of the FOS Desk.

As a result of the FOS Desk’s end-to-end customer support, PARS can proceed confidently with the expansion of its customer service department while maintaining and developing high-quality management and service.