Case studies from the field

Real situations from my logistics and customer service work: the problem, what I did, and the measurable result.

Logistics

One shared sheet for every parcel with no scan, a failed delivery or a return to sender, so problems were caught before customers called.

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Customer Service

Sorting, tagging and ready-made replies that helped the team answer a peak-season inbox quickly, without losing the personal touch.

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Logistics

A simple spreadsheet comparing late, lost and damaged parcels by courier and region, used when following up with couriers.

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Process Improvement

A step-by-step guide and status log for returns, faulty items and warranty claims, so every case was handled the same way.

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Customer Service

A library of ready-made replies for the most common questions, written to be friendly, clear and easy to personalise.

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Process Improvement

A claims log with photos, dates and status for every lost or damaged parcel, so no claim was forgotten.

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All case studies