Kotahi are a joint venture between Fonterra and Silver Fern Farms managing a signiﬁcant share of New Zealand’s containerised freight, connecting the nation to the world.
Logistics is a complex business with containers of all sizes types and qualities travelling between hundreds of locations worldwide into and out of New Zealand.
Kotahi were established with world-class optimisation and operations processes, which has enabled them to manage a high volume of demand very eﬃciently. However, broadening their service oﬀerings has required the company to introduce manual processes. The company needed a more eﬃcient way to operate to capitalise on opportunities and improve quality of service. The company needed a comprehensive single view of their customers so they could engage with them, and partner vendors, in a more streamlined way.
We approached Kotahi’s challenges completely objectively and ran several workshops to help us understand the issues and potential opportunities. We then conducted a ﬁt/gap analysis against the two leading customer relationship management (CRM) platforms – Salesforce.com and Microsoft Dynamics CRM. This helped us to identify which platform would meet Kotahi’s requirements with the lowest total cost of ownership, not only from a licensing perspective but also the consulting eﬀort based on functional ﬁt and support. We recommended Salesforce.com – Sales, Service and Community Clouds as the best solution.
The ﬁrst phase of the Salesforce.com implementation was to move away from the large and complicated manual processes that were used for customer proﬁles and to create a single view of the customer.
These views held information ranging from customers’ shipping requirements, agreed KPIs and special requirements, right through to shipping forecasts.
The second phase was creating the foundations for the vendor proﬁle covering services that partner vendors could provide to Kotahi’s end customers. Future phases will allow us to to align what the customer wants with vendors that can provide those services at the best rates. Also included in the second phase are customer service and case management systems which will track complaints, issues, requests, feedback and success stories. Additionally Kotahi will use Salesforce’s Community Cloud to provide an integrated customer portal which will enable Omni-channel customers service and real-time information on orders.
Phase three involves adding the ‘bells and whistles’ and drilling down into what we can do in Salesforce to streamline the way Kotahi work. For example, automating standard detailed tasks that are required regularly to improve eﬃciency and prevent issues, and, if they do arise, reduce the time it takes to resolve them.
Major beneﬁts include improved visibility and collaboration within teams, across diﬀerent business units
and directly up to management. Salesforce provides a comprehensive single source of information and
a clear process so customers experience a standardised, eﬃcient and professional experience when they
deal with Kotahi.
"We needed a partner that could take a technology agnostic view of our business challenges, recommend the best platform, and then work in a flexible way alongside our team to deliver the required business outcomes."
Neville Richardson, Group Information Systems Manager - Kotahi
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