In the intermodal logistics sector, service quality does not depend solely on operational efficiency. It depends above all on how information flows, how quickly decisions are made, and how clear the relationship with the customer is. For this reason, GTS is introducing the new Customer Success Experience (CSX) department: a structure dedicated to managing and coordinating the entire customer relationship throughout the operational cycle.
CSX evolves from the previous Booking and Customer Care departments, but with a broader and more strategic vision.
It is no longer just about managing orders or providing assistance.
It is about ensuring that what is agreed during the commercial phase is consistently delivered during service execution.
A single point of contact, greater clarity.
In the past, the operational management of a shipment could involve multiple departments and several points of contact. This model, common in the logistics sector, often leads to:
- fragmented information
- difficulties in reaching the right contact person
- complexity in operational coordination
- longer problem-resolution times
With CSX, the customer benefits from a single point of contact, capable of coordinating all internal activities required to ensure optimal service management.
This approach allows to:
- simplify communication
- accelerate decision-making processes
- ensure greater transparency and control over shipments
- provide more effective solutions
From contract to execution: the role of CSX
The team ensures that all company functions involved work in synergy to meet the commitments made to the customer, while maintaining a strong focus on customer satisfaction and service quality.
Key activities of the Customer Success Experience department
The new department supports the customer throughout all stages of the operational relationship.
- Onboarding and operational integration
CSX manages the onboarding of new customers, coordinating internal departments and ensuring that operational processes are aligned with commercial agreements.
- Order management
Full supervision of order intake and transport bookings.
- Operational assistance and event management
CSX manages any operational issues, coordinating solutions with the operations department and communicating them promptly to the customer.
- Performance monitoring
Through service KPI analysis, the department constantly monitors shipment performance and develops corrective actions when necessary.
- Reporting and data sharing
Operational data becomes a tool for transparency and continuous improvement through reports and analyses shared with the customer.
Logistics increasingly oriented toward the customer
With the creation of the Customer Success Experience department, GTS strengthens a principle that has always guided its activities:
Logistics is not only about moving goods, but also about managing relationships, expectations, and results.
Having a logistics partner means being able to rely on an organization capable of:
- coordinating different areas of expertise
- quickly resolving operational issues
- ensuring visibility and control over shipments
- continuously working to improve service quality
The Customer Success Experience department was created with this goal: making the relationship with customers clearer, more effective, and strongly result-oriented.
