Gebrüder Weiss is a global logistics provider with roots in a transalpine courier service. It offers a comprehensive range of transport solutions, including road, rail, air, and sea freight. Its expertise spans various industries, and a sophisticated network ensures consistent quality standards worldwide. With over five centuries of history, the company has continually embraced change to stay ahead in the logistics industry. Recognizing the demand for a more streamlined digital experience, Gebrüder Weiss developed the myGW customer portal, now serving 10,000 registered customers and over 20,000 users across 23 countries. This cutting-edge portal aims to reduce communication requests and enhance customer satisfaction through personalized, on-demand experiences.

"We have developed a self-service portal that empowers our customers to promptly access the information they need. This solution has reduced communication requests, enabling us to continuously enhance customer experiences, which remains one of our primary goals."  

- Kevin Mangold Arias, Head of Digital Services at Gebrüder Weiss

Overcoming Issues via a Customer Support Portal

Gebrüder Weiss's previous systems needed to be more cohesive. Due to the fragmented systems, customers have been facing significant challenges. They have difficulties tracking shipments, managing orders, and receiving timely updates. This has led to an increase in communication requests, indicating a clear need for a more efficient system. The company needed a unified customer portal to consolidate all customer interactions into one platform, leveraging analytics to gain deeper insights and offer more personalized service. This solution aims to streamline communication, enhance service delivery, and provide valuable insights for delivering more tailored customer experiences.

“We work according to the motto ‘Best of Both Worlds’ and focus on the right connection between the physical and digital world.”

- Wolfgang Brunner, Head of Corporate IT at Gebrüder Weiss

Customer Portal as a Comprehensive Solution

Gebrüder Weiss collaborated with PRODYNA to create an advanced customer portal in response to the abovementioned issues and challenges. The customer support portal featured:

• A Comprehensive Dashboard: The new customer support portal offered a single view of all logistics activities, including shipment tracking, order management, and customer communication. The portal's flexibility made this unified approach possible, ensuring customers could easily access all necessary information

• Enhanced Self-Service Features: Gebrüder Weiss’ customers were empowered to independently handle most of their service needs, from real-time shipment tracking to generating daily price requests from desktop, mobile, and tablet devices. This reduced the need for direct communication with customer support

• Continuous Improvement: Integrated analytics provides valuable insights into customer behaviors and preferences, allowing continuous improvement in service delivery and customer experience.

Customer Care, Redefined & Awarded

The implementation of the personalized logistics portal resulted in significant improvements for Gebrüder Weiss:

• Significant Reduction in Communication Requests: The portal's self-service capabilities substantially decreased customer inquiries, freeing resources to focus on more strategic tasks.

• Increased Customer Satisfaction: The experiences delivered through the portal attracted new customers and enhanced loyalty among existing clients.

• Industry Recognition: The portal's success was further validated when it received the prestigious "HERMES.Verkehrs.Logistik.Preis" in the "Supply Chain" category, recognizing the innovative approach and impact of the solution.  

Gebrüder Weiss has transformed the way its customers experience logistics. Personalized features like real-time shipment tracking, order management, and a single view of all logistics activities make it easier for customers to manage shipments and optimize the supply chain. Logistics is not just about moving goods; it's about providing a tailored, efficient, and customer-centric service that drives business growth.