Surat Cargo Advances Customer Service with Innovative Digitalization Efforts

At the heart of the burgeoning e-commerce industry, Surat Cargo, a leading logistics firm, is reshaping customer service through significant digital transformation. This shift was notably highlighted at the WORLDEF E-Commerce Forum, where Surat Cargo participated prominently. The forum’s opening session featured insights from Cem Oguz, General Manager of Surat Cargo, who detailed the company’s journey towards integrating advanced technologies in their operations.

Surat Cargo Advances Customer Service with Innovative Digitalization Efforts
Surat Cargo Advances Customer Service with Innovative Digitalization Efforts

At the heart of the burgeoning e-commerce industry, Surat Cargo, a leading logistics firm, is reshaping customer service through significant digital transformation. This shift was notably highlighted at the WORLDEF E-Commerce Forum, where Surat Cargo participated prominently. The forum’s opening session featured insights from Cem Oguz, General Manager of Surat Cargo, who detailed the company’s journey towards integrating advanced technologies in their operations.

During the event, Oguz elaborated on how customer preferences have evolved, necessitating a transformation in the logistics sector. “The type of customer has changed; previously, we managed bulk deliveries, but with the rise of e-commerce in the mid-2010s, we transitioned to a door-to-door delivery model. The volume of packages has significantly increased. We manage around 4.5 - 5 million deliveries throughout Turkey in a single day. To handle this efficiently, we shifted from manual operations to system-driven processes. Transfer centers are the heart of courier operations, where we now automatically sort and load 20 - 30 thousand parcels per hour. The biggest impact of digitalization in our operations has been the increase in efficiency. With digital tools, our couriers perform deliveries more effectively, helping reduce unit costs,” Oguz stated.

He further highlighted how real-time information sharing has revolutionized customer interactions. “Consider a customer waiting for their package, wondering 'When will my cargo arrive?' Just a few years ago, about 80% of calls to our service centers asked, 'Where is my cargo?' This question stemmed from uncertainty about the delivery. Today, we provide instant updates to customers, who can now track their parcels using their smartphones,” Oguz explained.

Oguz also mentioned the increased flexibility in package delivery methods, which no longer require the recipient to be present at the delivery address. “Customers no longer need to be at home on the delivery day. They can direct their packages to any nearby merchant or a designated parcel locker. Surat Cargo has agreements in place across every region of Turkey with local merchants and parcel lockers, providing convenient alternative service points. This setup benefits the customer as they don't need to wait for the package; they can pick it up at a time that suits them,” he added.

Addressing safety and transparency in deliveries, Oguz shared, “We now include the delivery person’s photo and vehicle information in the links sent to customers awaiting their cargo, enhancing security. Each morning, our couriers take their own photos before they start their routes, which we share on our newly implemented platform as part of our digitalization effort.”

The removal of traditional regulatory requirements such as collecting personal ID numbers and signatures has also been a significant step towards enhancing privacy and simplifying the delivery process. “Digitalization and technological advances have prompted regulatory improvements as well. We now settle the delivery confirmation via a simple message, thus protecting personal information,” Oguz remarked.

In an engaging side event, Surat Cargo, the main sponsor of the Women’s National Football Team, hosted a “motion sensor digital penalty” game at their WORDEF booth. National team players Arzu Karabulut and Fatma Sahin visited the booth, delighting attendees with their participation in the game and signing team jerseys for successful participants.

These advancements by Surat Cargo not only improve operational efficiency but significantly enhance the customer experience, setting a benchmark in the logistics industry. As digital transformation continues to influence logistics, customer satisfaction is expected to rise, further propelling Surat Cargo as a leader in the sector.