06October
A Brief on How IBT Transformed Citizen Engagement
Challenge:
A logistics and delivery company in the GCC was facing repeated communication breakdowns between drivers, warehouses and customers. Missed updates caused delivery delays, while lack of escalation handling led to customer dissatisfaction and high complaint volumes.
Solution:
IBT designed and deployed a dedicated logistics support desk. Our agents provided real-time coordination between all stakeholders — ensuring proactive delivery updates and immediate issue resolution.
We also implemented performance dashboards to track delivery SLAs, feedback trends and agent efficiency.
“Working with ZikZag is always an absolute joy, both personally and professionally. Tommy is an amazing speaker; her experience, expertise and genuine passion for what she does is obvious in every word he says.”
“Choosing online studies was the best way to do it – the internet is fast, cheap & popular and it’s easy to communicate in social media with native speakers.”
Summary Results
- Delivery accuracy improved by 41%.
- Customer complaints dropped by 67% in the first quarter.
- Overall customer satisfaction rose to 92% within 60 days.
By establishing seamless communication and transparency, IBT helped the client redefine reliability in the logistics industry.
