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Logistics & Transportation

Logistics & Transportation

Customer service and BPO for logistics and transportation operations

Scale customer service, shipment support, back-office operations, and AI-powered automation while improving operational efficiency, visibility, and customer experience.

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Instant, coordinated support for optimizing logistics and transport operations

Logistics and transportation companies manage increasingly complex customer and operational processes. Shipment tracking, delivery exceptions, customer inquiries, carrier communication, and back-office activities all need to work together to keep operations running efficiently.

Axendi helps logistics companies improve customer service and operational performance through an integrated model that combines Advisory, Technology, and Delivery. By combining experienced teams, AI-powered technology, and process optimization, we help organizations scale operations while improving customer experience and operational efficiency.

What's holding logistics customer operations back?

Growing shipment volumes

More deliveries generate more customer inquiries, ETA requests, delivery changes, and shipment status checks.

Limited operational visibility

Customer conversations often contain valuable operational insights that never reach logistics managers.

Manual operational processes

Shipment updates, claims, POD verification, transport documentation, and notifications often rely on repetitive manual work.

Seasonal demand

Peak periods create sudden increases in customer interactions while maintaining SLA becomes more difficult.

Logistics operations become more complex as organizations grow

As logistics organizations grow, customer service becomes increasingly complex. More shipments, carriers, warehouses, and international markets create new operational challenges that cannot be solved by simply adding more customer service agents. Organizations need stronger processes, greater operational visibility, and technology that helps teams work more efficiently while maintaining customer satisfaction.

Customer support services

Shipment status support

Providing real-time shipment updates and proactive communication to reduce customer effort and improve delivery visibility.

Delivery exception management

Managing delivery delays, failed deliveries, damaged shipments, and other exceptions to minimize disruption and maintain customer satisfaction.

Last-mile customer support

Supporting customers throughout the final delivery stage, including delivery changes, scheduling, and driver communication.

ETA communication

Providing accurate delivery estimates, status notifications, and proactive updates across voice and digital channels.

Returns support

Managing return requests, collection scheduling, and customer communication to ensure efficient reverse logistics.

Complaint management

Resolving delivery- and transport-related complaints through structured processes that improve resolution times and customer experience.

Technical helpdesk

Providing technical support for logistics platforms, shipment systems, customer portals, and related digital services.

Multilingual customer service

Delivering customer support across multiple languages to help logistics organizations serve international customers while maintaining consistent service quality.

Back-office operations keep logistics moving

Efficient logistics operations depend on more than timely deliveries. Customer service and back-office teams help manage shipment communication, transport documentation, claims, data validation, and carrier administration. Together, these processes improve operational visibility, reduce manual work, and support a consistent customer experience.

Back office services

Proof of delivery verification

Validating proof of delivery documentation to improve accuracy, reduce disputes, and support operational compliance.

Transport documentation

Managing transport documents, shipping records, and administrative processes to support efficient logistics operations.

Customs documentation support

Supporting customs-related documentation and administrative processes for international shipments.

Carrier administration

Managing carrier-related administrative activities, communication, and operational documentation.

Invoice verification

Reviewing invoices and transport-related billing information to improve accuracy and reduce manual processing.

Claims processing

Managing shipment claims, documentation, investigations, and customer communication throughout the resolution process.

Data validation

Verifying shipment, customer, and operational data to improve data quality and reduce processing errors.

Operational workflow support

Supporting logistics operations through administrative workflows, case management, and document processing.

Technology supports people—not replaces them

Technology that helps logistics teams perform better. Automation and AI should reduce repetitive work—not replace experienced logistics professionals. AI agents, workflow automation, and interaction analytics help customer service and operational teams resolve issues faster while improving visibility, consistency, and operational control.

Technology solutions

Delivery notifications

Automating shipment updates, delivery confirmations, and customer notifications across multiple communication channels.

AI shipment tracking

Using AI to provide automated shipment status updates, answer tracking inquiries, and reduce repetitive customer contacts.

Voicebots

Handling routine logistics inquiries such as shipment tracking, delivery status, and appointment scheduling through intelligent voice automation.

AI agents

Automating repetitive customer interactions while seamlessly transferring complex cases to human specialists when needed.

Workflow automation

Automating logistics workflows, approvals, document handling, and repetitive operational processes to improve efficiency.

Interaction analytics

Analyzing customer conversations to identify recurring delivery issues, operational bottlenecks, customer sentiment, and improvement opportunities.

AI-supported quality assurance

Monitoring customer interactions at scale to improve service quality, compliance, and agent performance through AI-driven analytics.

Operational reporting & analytics

Providing real-time dashboards, performance reporting, and operational insights that support better decision-making and continuous improvement.

Why companies choose Axendi

Managing logistics customer service requires more than additional capacity. Organizations need a partner that understands operational complexity, improves processes, and helps scale customer service and back-office operations without compromising quality, visibility, or customer experience.
Operational partnership

We work as an extension of your organization, helping optimize customer service and logistics operations while taking responsibility for long-term operational performance.

Integrated operating model

Our Advisory, Technology, and Delivery model combines operational expertise, AI-powered technology, and service delivery within one integrated structure.

AI and automation

We automate repetitive customer inquiries, workflow processes, and operational tasks while enabling customer service teams to focus on more complex interactions.

Operational visibility

Interaction analytics, reporting, and AI-supported quality monitoring provide actionable insights that improve customer experience and operational efficiency.

Scalable delivery

Our multilingual teams and operational infrastructure allow organizations to scale customer service and back-office operations in response to business growth and seasonal demand.

Continuous improvement

We don’t simply manage day-to-day operations. We continuously identify opportunities to improve processes, reduce operational costs, and strengthen customer experience.

Resources to support growth and seasonal demand

With years of experience, strategically located delivery centers, and a strong operational infrastructure, Axendi has the resources to deliver CX solutions with speed, flexibility, consistency, and compliance.

16
years of experience
6
operational centers in 4 cities
~1,700
agents
15+
spoken languages
ISO
27001
2M
AI-driven interactions handled annually

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Looking to outsource your customer experience processes?

Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.

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