End-to-end digital carrier management from the field to the road
We brought Borusan Lojistik and eTA’s driver, vehicle, document, contract, training, call centre and transport operations together in one digital structure on Microsoft Dynamics 365.
About Borusan Lojistik - ETA
Founded by Borusan Lojistik in 2012, eTA (Electronic Transport Network) is Türkiye’s first digital logistics platform, bringing cargo owners and truckers together digitally without intermediaries. Among Europe’s largest digital logistics networks, the system delivers operational efficiency with its AI-supported infrastructure.
End-to-end digital carrier management from the field to the road
Challenge
Keeping trucker, driver and vehicle information in different sources made it hard for operations teams to reach current data, run eligibility checks and assess a carrier’s history as a whole. Because the visits field teams made to truckers, the outcomes of those conversations and the actions to follow up remained in personal notes or different systems, central management was difficult. Truckers’ contracts, training, passports and the documents needed for different operations all had validity periods and eligibility conditions. A missing or expired record could delay a transport operation. When a trucker contacted the call centre about technical support, documents, contracts, transport or delays, finding their information across different systems cost time and lengthened calls. Noticing delays, route deviations or technical problems late during transport made it hard to inform operations teams and customers in time. When technical needs arising on the road, call centre requests or issues spotted by field teams stayed in different channels, it was hard to assign ownership and follow results. When field visits, call centre requests, delays, training, contracts and technical support records were assessed separately, the overall performance of the carrier ecosystem was hard to see.
Solution
On Microsoft Dynamics 365 we created a central digital profile for every trucker and vehicle. In that profile, trucker and driver details, vehicle and plate records, passports and other operational documents, contract information, training and qualification records, field visits, technical support requests and transport and communication history are managed in relation to one another. We implemented a structure in which field teams plan and manage their visits through Dynamics 365. Teams can view the trucker’s profile and history before the visit, and during the visit record conversation notes, document and information updates, training needs, contract processes, technical or operational requests and actions to follow up, directly in the system. We linked contract, training and document management to trucker and vehicle profiles. Validity dates, renewal needs and processes to be completed are tracked centrally. Reminder and task mechanisms let the relevant teams act ahead of approaching renewals. We built an integrated call centre service on the Microsoft Dynamics 365 Customer Service infrastructure. When a trucker gets in touch, the agent can see on a single customer screen: trucker and vehicle information, the transport operation in progress, the truck’s current location, previous conversations and requests, contract, training and document status, and open technical support records. Requests are routed to the right teams by category while priority, responsible team, resolution time and SLA information are tracked in the system. We brought trucks’ live location data together with operations and call centre processes. The status, location and possible delays of a transport in progress became visible to the relevant teams. When a delay or operational risk arises, informing the relevant teams, contacting the trucker, starting the technical support process, notifying the customer and creating the necessary field actions are all managed on the same platform. We built a structure in which a work order can be created directly from a call centre record, a field visit or live operational data. Each work order is assigned a responsible team, priority, target resolution time and the related vehicle and trucker information. Every step from start to completion is tracked in Dynamics 365. With the Dynamics 365 reporting infrastructure we enabled management teams to follow from one place: active trucker and vehicle status, planned and completed field visits, contract and document validity, training completion rates, open call centre records and SLA performance, delay causes and where they concentrate, technical support requests, and open and completed field work orders.
Result
While field, operations and call centre teams reach the same current information, an end-to-end traceable corporate memory was built for every carrier. Every field contact became a work process that is recorded, followed and concluded. Field team activity became visible and measurable, and more sustainable relationships with truckers were established. Document and contract checks stopped being reactive follow-up and became a proactive compliance process. The readiness of carriers due to join an operation can be seen on one screen. The call centre stopped being a structure that merely answers calls and became a digital service hub that manages the trucker and the transport operation as a whole. A reactive structure, where issues surfaced only after a customer reported them, became data-driven, proactive transport management. Every need became a measurable operation with an owner, a priority, a deadline and an outcome. A closed-loop working model was created between call centre, field and operations teams. A structure that reported the operation’s past gave way to a data-driven management model that shows risks in advance and enables action. 360° carrier view; trucker, vehicle, documents, contract, training and operational history came together in a single profile. Real-time operations; location, delays, technical support and customer notification were managed on live data. End-to-end work tracking; from field visit to call centre record, from technical support to closing a work order, the whole process moved onto one platform. For Borusan Lojistik eTA we did not merely install a CRM or a call centre system. From recognising the trucker in the field to their training and contract, from vehicle documents to the location of a trip in progress, from delay management to technical support and field work orders, we brought the entire transport lifecycle together on Microsoft Dynamics 365.