Customer Experience | Operational Transformation
Customer Service Portal (CSP)
One platform to replace the chaos of emails, Excel sheets, and broken visibility
Industry: Transportation & Freight Forwarding
Scope: Air, Ocean, and Ground booking management; 4 implementation phases
Outcome: 25% cost reduction, 30% faster request handling, 25% increase in team productivity
The Hidden Epidemic of Fragmented Operations
Research from Gartner suggests that companies with fragmented customer service infrastructure spend up to 3x more per service interaction than those with unified platforms. For logistics companies managing high volumes of air, ocean, and ground freight, every fragmented booking is a risk — a risk of data errors, missed deliveries, lost revenue, and disenchanted customers.
What the Client Was Dealing With
When Shvintech first engaged with this client, the picture was painfully familiar: a patchwork of tools held together by institutional habit rather than operational logic.
Bookings for air, ocean, and ground freight were captured in emails, Excel spreadsheets, and locally built forms — none of which talked to each other
The same booking information was entered multiple times, in multiple places, by multiple people — creating compounding data quality issues
There was no monitoring of bookings in transit, no automated customer follow-up, and no consolidated view of shipment status
Customer service agents were operating blind — every query required calling multiple systems, hunting through inboxes, and hoping someone had updated the spreadsheet
The inevitable result: revenue leakage, productivity losses, and customer satisfaction scores heading in the wrong direction
The Build: A Platform Designed for the Real World of Customer Service
Shvintech designed and delivered the CSP in four phased releases, managed with Agile-Scrum in 4–6 week sprints — enabling continuous delivery and fast adaptation to emerging requirements.
The technical foundation was purpose-built for performance and scale: a NoSQL database designed for speed; a robust middle layer abstracting business logic from the UI; and full integration with OFS, ONEID, Master Data, and compliance systems. The legacy Navigator, Riverview, and Matrix OFS systems were fully replaced — not migrated, replaced.
The Numbers That Matter
Everything our team needs is now in one place, and it is always up to date. We handle more requests in a day than we used to in a week — and our customers actually feel the difference.
“"Everything our team needs is now in one place, and it is always up to date. We handle more requests in a day than we used to in a week — and our customers actually feel the difference."”
— Head of Customer Service, Transportation Client
Ready to consolidate fragmented operations into one unified platform?
Shvintech builds customer-facing portals and operational platforms that replace legacy chaos with structured, scalable digital infrastructure.