- Customer Stories
A major logistics and supply chain management company headquartered in Chicago, Illinois, coordinating freight for e-commerce giants across North America.
Facing margin compression and the need for round-the-clock support, a leading logistics firm collaborated with iRapidO to launch a dedicated Remote Capability Center. The initiative successfully transitioned their after-hours dispatch and back-office operations to a global team, achieving true 24/7 coverage and improving process efficiency by 45%.
Challenge
The "Amazon effect" demanded that the client operate 24/7, but staffing night shifts and weekends in the US was proving unsustainable due to high turnover and overtime costs. Customer service scores were dipping during off-hours, and tracking updates were delayed. The client needed a solution that offered the reliability of their in-house team but with the flexibility to cover global time zones and absorb volume spikes during holiday peaks.
Solution
iRapidO designed a "Follow the Sun" Remote Capability Center. Unlike traditional BPO models where processes are black-boxed, this solution gave the client full management authority over a dedicated team in India, ensuring the same SOPs used in Chicago were executed globally.
Our 4-Step Approach to Seamless Operational Continuity
1. Workflow Replication & Compliance Mapping
We dissected the client’s US workflow to create a mirror image in the RCC. This included replicating their Transport Management System (TMS) access securely and aligning local employment contracts with the client’s specific confidentiality and data privacy requirements.
2. Hybrid Team Onboarding
We recruited a team of logistics specialists and coordinators. To ensure seamless continuity, we implemented a "Train the Trainer" model where the client’s US managers remotely trained the initial RCC leadership, who then cascaded that knowledge to the broader team.
3. Process Mirroring & KPI Alignment
We integrated the RCC team into the client’s existing management dashboards. The remote team was held to the exact same KPIs (response time, load accuracy) as the US staff, creating a unified performance standard across continents.
4. Continuous Improvement & Automation
Once operations were stable, iRapidO’s local management identified repetitive manual tasks within the workflow. We implemented RPA (Robotic Process Automation) tools within the RCC, further accelerating data entry speeds and reducing error rates.
Conclusion
The establishment of the RCC allowed the client to offer genuine 24/7 support without burning out their US workforce. They saw a 45% increase in back-office processing efficiency and a significant boost in customer satisfaction scores due to faster overnight responses. Today, the RCC manages 60% of their transaction volume, serving as a resilient, cost-effective backbone for their North American operations.