On the end customer portal, customers from different countries will find a platform for direct and simple management or processing of their delivery orders. Among other things, the portal offers uncomplicated self-service appointment scheduling as well as precise tracking of our vehicles with live traffic data; additional services can also be booked. The IT specialists of Rhenus SN recently tackled the project of optimising and expanding the end customer portal – and to a large extent have already led it to success.
The objectives for the project were clear from the outset: a stronger mobile focus, a wide range of additional functions and language enhancements. Mobile first: a clear thing, because almost 80 percent of our customers use the platform via their smartphone. This is just one of the many insights we gain about user behaviour via Google Analytics. We’re aiming for the shortest possible build-measure-learn process.
What does that mean exactly? Well, our platform or application is constantly growing with newly developed, innovative functionalities – the build phase. We then measure how the new features are received by the user, that’s the measure phase. Finally, we use what we have learned to further develop the platform – and then we are already in the learn phase.
As you can see, there are quite a few different programmes and tools involved here – but our IT professionals have them all easily under control, and we have thus already been able to roll out the new platform features successfully in several countries. The mobile handling of the application has now been significantly improved, and even more customers are using the option to assign delivery dates to themselves. This is just one indication that we have been able to increase customer satisfaction in general. It is also now possible to generate additional sales through effective upselling – and last but not least, we have created the technical prerequisites on numerous levels to expand the platform step by step in the future. And who knows, maybe your input will already be included in the next upgrade.