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Target-orientated communication

Customer portal makes tracking consignments easier

With the implementation of new functions in the customer portal, the Nagel-Group has succeeded in getting one step closer to transparency in process sequences. The response has been very positive.

The head office department Freight Forwarding Applications Systems and the software house CAL Nuremberg have developed an online system further for entering and tracking shipments.

The company’s “eLogistics Portal” makes it possible for customers and employees equally to obtain rapid information on tracking and recording shipments in a highly convenient way. An internal transport exchange also provides an overview of the long-distance routes and possible add-on routes.

Usable straight away without a manual

“In this new development we placed great emphasis on the wishes and suggestions of our customers and employees,” says Frank Niklaus, Head of Freight Forwarding Application Systems. This is what created a modern and innovative application. Of great importance to the expansion of the portal was the wish for the application to be self-explanatory and usable straight away without a manual.

The portal was initially tested in a pilot phase and before becoming operational. From September 2014 until the middle of 2015, customers have successively been switched over. “The positive response from our customers can be seen from the continuously growing number of users,” says Niklaus.

Auto-complete function

The focus of the portal’s development was always and intelligent and target orientated communication between the Nagel-Group and its customers. The intention was to create the possibility of co-ordinating shipments from first entering the job through to delivery. To make entering orders as simple as possible, in addition to an auto-complete function, similar to that in use on the Google search engine, the portal offers the possibility of creating and managing individual master data.

After the order has been entered, these data can be sent directly to the Nagel-Group. It is also possible to upload delivery notes. In parallel to entering orders, a modern and user-friendly “Tracking & Tracing System” has been set up with a simply structured browsing system.

Tracking in real time

The delivery process for individual shipments can thus be tracked practically in real time. New functions, such as the Excel download of shipment data, add to existing ones such as requesting delivery receipts or setting up “favourites”. “This does not mean, however, that we are finished. The new system is live and will be constantly further developed. We regularly make new functions available, often originating from customer feedback,” says Niklaus.

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