Nintex > Case Studies > Growing Market Position through Customer Success: A Case Study on PD Ports

Growing Market Position through Customer Success: A Case Study on PD Ports

Technology Category

Robots - Autonomous Guided Vehicles (AGV)
Robots - Wheeled Robots

Applicable Industries

Automotive
Telecommunications

Applicable Functions

Maintenance
Procurement

Use Cases

Onsite Human Safety Management
Smart Contracts

About The Customer

PD Ports is a leading provider of port-centric logistics and warehousing solutions based in the United Kingdom. The company is committed to improving its market position and customer satisfaction by enhancing the efficiency and cost-effectiveness of its internal processes. PD Ports often handles fixed-term contracts and manages a mobile workforce that is frequently away from the office. The company is dedicated to ensuring vehicle safety and improving customer service, and it often deals with customer service queries that require thorough investigation to identify and resolve issues.

The Challenge

PD Ports, a leading provider of port-centric logistics and warehousing solutions, was facing challenges in improving the efficiency and cost-effectiveness of its internal processes. The company was seeking ways to enhance its market position and customer satisfaction. One of the challenges was managing a mobile workforce that often worked away from the office, making vehicle safety checks difficult to handle. Another challenge was handling short-term contracts that required efficient contract and order management over short periods of time, typically handled by employing additional staff. Lastly, the company was dealing with inefficient customer service investigations that required warehouse staff to spend several hours a week investigating to identify and solve issues.

The Solution

PD Ports invested in Nintex K2 Five, a workflow solution that connected with existing processes and technology to enhance efficiency. The company automated over 20 processes, resulting in significant cost and time savings. To address the challenge of mobile workforce, PD Ports used mobile workflow technology to enable employees to carry out vehicle safety checks using a SmartForm on mobile devices. Any issues requiring maintenance were automatically sent directly to the maintenance team by email. To handle short-term contracts efficiently, PD Ports created workflows quickly and easily, improving efficiency in fixed-term contracts. One such workflow helped the company process up to 300 orders a day over a nine-month period. To improve customer service, PD Ports developed a workflow process that captured information from customer queries and automatically collated all the relevant information that managers might need to investigate and resolve the query.

Operational Impact

The implementation of Nintex K2 Five solution has brought significant operational benefits to PD Ports. The company has been able to automate over 20 processes, leading to more efficient workflows and cost savings. The use of mobile workflow technology has improved vehicle safety by making safety checks easy to handle from a mobile device, ensuring prompt actions for safety and reliability of the vehicle fleet. The ability to create workflows quickly has enabled PD Ports to handle short-term contracts more efficiently, eliminating the need to employ additional staff for these contracts. Moreover, the integrated customer information workflow has improved customer service by enabling quicker response to customer queries and faster resolution of issues. PD Ports has recently upgraded to the K2 Five and plans to use its enhanced capabilities to further improve customer service, including the creation of a self-service portal for customers.

Quantitative Benefit