About Logivan

Founded to optimize logistics costs, Logivan is an application that allows drivers to utilize empty truck space on return trips by quickly connecting with shippers needing transportation services based on distance and weight.

Providing two applications (apps) for Shippers and Drivers nationwide, Logivan automatically connects drivers and shippers based on route compatibility, load capacity, etc. With Logivan, drivers can increase their income by over 30% compared to before using the service, and shippers can find safe, fast transportation services at reasonable costs.

Aiming to dominate the logistics market, Logivan's leadership wants to accelerate the digital revolution in the logistics sector and popularize the name "Logivan" to shippers and drivers nationwide. Telesales is one of the marketing methods Logivan focuses on to achieve this goal quickly.

After consulting with various call center solution providers and considering their expertise and deployment costs, Logivan chose to partner with Stringee to design a call center software integrated with modern technologies tailored for Logivan. This software will meet the needs of calling, managing call data, and developing additional features to support users.

To better understand the idea of deploying an intelligent call center model, Stringee had a brief conversation with the company representative. We hope these useful insights will help readers understand the benefits of a virtual call center and find solutions for similar issues their business might be facing.

In the initial discussions with Stringee's expert team, Logivan identified three main requirements for the call center system:

Meeting the high volume of outbound calling needs to increase telesales efficiency

Telesales is the primary tool for Logivan to introduce its services to drivers and shippers, as this target group is not often online and difficult to reach via social media advertisements. By August 2019, Logivan had about 130 call center agents, with an average monthly growth rate of 60%.

Logivan sought a call center system that could meet four needs: easy scalability with increased personnel, flexible development in various geographic areas, effective management of multiple simultaneous calls, and simple storage and tracking of customer information.

Centralized data management

Logivan needed a platform to unify data across three separate platforms (call center system, customer management software, and the Logivan app) to improve information management efficiency.

For example, when drivers or shippers have issues and call the call center for advice, the customer care staff cannot simultaneously check information on all three platforms to understand the customer's issue, making it difficult to resolve and advise without a basis for verification.

Ensuring customer information security & optimizing costs

Logivan wanted a cost-effective communication solution between shippers and drivers that could secure user information and minimize economic risks from shippers and drivers contacting each other directly and conducting transactions outside the Logivan App.

After a long development process and trial operation, Stringee successfully convinced Logivan's leadership to use the StringeeX intelligent call center and integrate Stringee Call API into their system. Let's see how our software solves the above issues.

Easily scalable call center across multiple areas

With StringeeX, Logivan can easily add multiple accounts for call center agents simultaneously. This solution eliminates the need for hardware investment, reducing maintenance and operation costs. Calls can also be forwarded to mobile phones, allowing consultants to answer anywhere without the risk of power outages, ensuring work efficiency.

Additionally, StringeeX allows Logivan to easily set up call centers in multiple locations (Hanoi, Hai Phong, Ho Chi Minh City, etc.) with various teams and multiple phone numbers. With StringeeX, expanding the scale becomes simple and quick.

Easy management of the call center and customer information

Logivan's management team can monitor calls and the overall performance of the call center in realtime. StringeeX also supports numerous reports and statistics, ready for evaluating the call center's performance at any time.

StringeeX can identify old customers calling back, automatically displaying records and related information about the caller, enabling consultants to quickly grasp information to support customers.

Unified data across platforms

Logivan chose to integrate Stringee's Communication APIs into its customer management software (CRM) and use the StringeeX call center system. All information and data are stored and managed centrally on Stringee's cloud platform.

Safe and cost-effective calls

By integrating Stringee Call API into the apps for Drivers and Shippers, Logivan allows Drivers and Shippers to easily make free calls directly on the app.

In cases where both parties have unstable internet connections, calls are automatically switched to regular calls with a masked phone number, hiding both parties' numbers.

This feature protects caller information, avoiding disturbances. Drivers and shippers save on call costs while Logivan minimizes risks from transactions outside the system.

Regarding the implementation process, Logivan's representative expressed initial concerns about choosing Stringee's solution. Stringee was a relatively new name in the call center software market, and there were doubts about whether Stringee could meet all of Logivan's requirements. However, after some time using the solution, the results were beyond expectations, with smooth and efficient communication operations for both users and the telesales department. 

Logivan also shared additional advantages of StringeeX software, such as a user-friendly interface, simple operations, and many advanced features supporting management and personnel coordination. This significantly contributes to increasing the company's efficiency.

In the future, Logivan plans to expand its operational scope. The company's leadership agrees that Stringee is an indispensable partner for more significant development. 

Conclusion

Not only Logivan but also many businesses in various fields like VNDIRECT, bTaskee, Đất Xanh Group, Be Group, Baemin, etc., have achieved unexpected results by applying Stringee's solutions.

Shortly, Stringee will continue to develop and introduce the most advanced technology solutions in the communication platform field to accelerate the digital transformation process for Vietnamese businesses.