Wave Logistic: A portal that clients love and saves customer support hundreds hours yearly

Intranet/Portal Creatives

View:

www.puxdesign.cz

For the transport company Wave Logistic, we created a customer portal where clients can monitor the status of the entire international shipping process for their shipments and all related documents in one place.

We have relieved customer support, which no longer has to handle routine inquiries and share information via email or phone. Thanks to the practical online self-service, where clients can find key data with just a few clicks, its workload has decreased by dozens of percent.

Delivered Services

Intranet/Portal

Creatives

Initial State

Clients sent repeated inquiries about the status of shipments via phone and email.
They had limited online access to invoices and customs documents.
Reporting and overviews were not available without manual searching.

Our Solution

We provided a clear user interface for complete management of international shipments.
We set up an environment for identity management of companies, users, roles, and access, so each user sees only their relevant data.
We integrated an ERP system (resource planning) and DMS (document management) into the portal and displayed information directly to users.
We made data exports about their shipments and reports available to users, helping customers work with data directly in the portal.
We designed the solution as a long-term developed product, with stable support.

You work only with what you really need

In customer portals, details that are not visible from the user's perspective make the difference: where the data comes from, how it is updated, and who can view it. Therefore, we focused on making the solution understandable for users, clear, and reliable in operation. Customers thus gained:

An overview and details of all their orders, including regularly updated statuses and related information.
Viewing documents such as invoices, customs documents, or delivery notes directly in the portal according to roles and permissions.
Exports to .xlsx, aggregated reports, and basic analytics.
Operation in two language versions and readiness for further expansion.

What used to take dozens of minutes can now be done in just a few clicks

The biggest change is that customers now have instant access to information that they previously obtained through lengthy phone calls or emails. At Wave Logistic, the new portal solution has led to demonstrable operational savings and an improved client experience. The specific benefits are:

Reduced customer support workload by shifting repetitive inquiries to the portal self-service.
Almost immediate availability of information for customers – shipment statuses and documents in one place.
More consistent data handling: less emailing of information in various versions and clear overviews.
A foundation prepared for long-term development and additional features.

“Thanks to the integration with ERP Helios Inuvio and DMS, we now have all data about orders, documents, and shipments clearly in one place and always up to date. The portal has significantly simplified communication with customers and internal teamwork. We appreciate the high level of automation, quick access to information, and also the approach of the PUXdesign team, with whom we are continuously developing the portal according to our needs.”

Jiří Beran

Managing partner

Wave Logistic

Are you facing a similar situation in your company where customers repeatedly ask about the status of orders and documents? Contact us – we would be happy to propose an online self-service solution that will ease your operations and work effectively in the long term.

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