Case Study · Logistics
Unifying field, sales, retention & support operations
across five verticals.
Shiprocket, India's leading logistics platform, consolidated lead capture, IVR call routing, field visit tracking, shipment activation pipelines, retention workflows and after-hours customer engagement into one unified workspace — turning a fragmented multi-vertical operation into a coordinated, measurable system.
Company background
India's leading logistics platform.
Shiprocket runs operations across B2B Cargo, Domestic Shipping, the Quick hyperlocal field model and regional volume-expansion teams. Each vertical has its own enquiry channels, sales motions, field workflows and support funnels — serving sellers, D2C brands, SMEs and enterprise clients across India and cross-border.
Before telecrm, each vertical operated on its own tools with no shared operational layer. Field visits, inbound calls, shipment activations and support tickets were all happening — just not in the same system.
- India's leading logistics platform
- Pan-India & cross-border
- B2B Cargo, Domestic & Quick
- Field, inside sales & support
- Sellers, D2C, SMEs, enterprises
- 24×7 multi-channel enquiry handling
Business challenges
Before telecrm, Shiprocket faced operational gaps across every vertical.
- 1
Fragmented operations across multiple verticals
B2B Cargo, Domestic, Quick (FOS) and Regional teams each ran on different tools, leaving no shared operational layer across the business.
- 2
Missed enquiries across inbound channels
Calls during peak hours and after-hours regularly went unanswered across cargo and domestic desks, with no automated capture or acknowledgement.
- 3
No territory accountability for field teams
Quick-model field executives operated without geo-level ownership, leading to overlap, blind spots and inconsistent revisit discipline on the ground.
- 4
No structured tracking from signup to first shipment
New customers acquired by field teams had no automated activation funnel, leaving the critical first-shipment milestone untracked and inconsistent.
- 5
Disconnected support, retention and ticketing for cargo
Seller support, retention, complaint tickets and customer conversations lived across different platforms, slowing every interaction and clouding ownership.
- 6
Manual escalations and callback dependency
Cross-team handovers, complaint escalations and callback scheduling all relied on manual coordination, leading to delays and dropped cases.
- 7
Limited cross-vertical visibility for management
Leadership lacked a unified view of call volumes, field activity, shipment activation, retention performance and team productivity across the business.
Solutions & implementation
telecrm gave Shiprocket one unified operating layer across teams, without changing how each vertical worked.
B2B Cargo — Enterprise onboarding & account management
IVR-integrated central numbers
Every incoming, outgoing and missed call logged against the business profile — no enquiry went unrecorded.
After-hours WhatsApp bot automation
Missed calls triggered automatic WhatsApp bot replies, with morning call follow-up tasks created for the next day.
Shipment frequency tracking
Active vs inactive businesses were identified automatically, enabling targeted retention outreach before accounts went dark.
Domestic Shipping — Website enquiry to shipment conversion
Automated lead creation from website and campaigns
Website and campaign enquiries auto-created leads in telecrm with predefined logic assigning them to the right inside-sales rep.
Lead-to-shipment conversion tracking
Conversion measured per channel, giving management source-wise visibility into which enquiry streams actually converted to shipments.
Quick Model — FOS field funnel
Territory-based ownership
Each FOS executive was assigned a pincode cluster. Field check-ins used live-location punch-in and store photo upload, with visit history stored and a revisit counter auto-incrementing on repeat visits.
First-shipment funnel
App download to signup to first shipment was tracked as a structured stage flow: Signup → Scheduled → Completed.
Cargo Retention & Support — Unified support funnel
IVR keypress routing
Callers routed to Seller Support, Retention, Sales or Non-Seller queues automatically. Random agent assignment ensured faster pick-up.
Festival and holiday chatbot automation
Zero missed engagement during non-working periods — chatbot handled inbound and created next-day tasks.
Nugget ticketing integrated inside the lead profile
Support tickets embedded directly in the customer record — escalation to management and sales teams built in.
Results
Shiprocket now runs B2B Cargo, Domestic Shipping, Quick, Regional teams and Cargo Support on one operational framework. Field visits, website enquiries, FOS activations, dormant account reactivation, support tickets and shipment milestones are all tracked in one place.
Every call, WhatsApp conversation, revisit, follow-up and escalation now stays connected to the right customer profile. Managers get complete cross-vertical visibility with area-wise and team-wise reporting, while teams continue working in their own vertical-specific workflows.
One CRM backbone now connects field activity, inside sales, onboarding, activation, retention and repeat-shipment growth — across every Shiprocket vertical.
We recently switched to telecrm — the entire migration was smooth and well-managed. We were able to successfully onboard all our processes without any complications. telecrm provides all the capabilities needed to streamline and manage our business operations effectively.
Conclusion
One backbone. Five verticals. Full visibility.
By implementing telecrm across B2B Cargo, Domestic, Quick and Regional teams, Shiprocket replaced fragmented tools with one CRM backbone connecting field activity, inside sales, onboarding, activation, retention and support.
This gave every vertical its own workflow while giving management one unified view of operations. When field activity, inside sales, onboarding, retention and support live in one system, logistics operations become much easier to scale.
Join 5,000+ Indian sales teams
Your business could be
the next case study.
We'll show you exactly how telecrm works for your industry, your team size, your lead sources. The demo is free. The setup is guided.
Get a Demo- No credit card needed
- Response within 24 hours
- 5,000+ businesses onboarded
- Fast setup