Customer Spotlight - David John Engel | Soroco Illuminate New York 2024

In this video, David - John Engel, Global Head of Information technology from Worldnet International shares insights on their journey with Soroco and how it 𝐭𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐞𝐝 𝐭𝐡𝐞𝐢𝐫 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬. Worldnet International is a privately held logistics company based in the US and EU. They have approximately 250 employees globally and handle shipments for high-profile events like the Oscars or the Golden Globes. They service the fashion and tech sectors. Just like any other logistics company, and move a package from point A to point B.
Worldnet actually developed an in-house operation system to manage their shipments, a transport management system. What they discovered was that the system wasn't being utilized as expected. The biggest question that popped into their minds was, what are the users doing? What are the drivers for the underutilization of the system? So, they reached out to Soroco because they are the experts with 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧 𝐝𝐚𝐭𝐚 and Soroco was able to help them 𝐢𝐝𝐞𝐧𝐭𝐢𝐟𝐲 𝐭𝐡𝐞 𝐭𝐫𝐞𝐧𝐝𝐬 𝐚𝐧𝐝 𝐛𝐨𝐭𝐭𝐥𝐞𝐧𝐞𝐜𝐤𝐬 that they were so desperate to find out.
Soroco allowed them to deploy Scout in their environment, which gathered that interaction data. That process was pretty seamless and really quick. They were actually able to get the 𝐯𝐢𝐬𝐮𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐬 𝐢𝐧 𝐖𝐨𝐫𝐤 𝐆𝐫𝐚𝐩𝐡 𝐰𝐢𝐭𝐡𝐢𝐧 𝐰𝐞𝐞𝐤𝐬. What it identified were interactions that they had no idea were occurring. Even when they interviewed the staff, Soroco didn't tell them what they were really doing. It was similar to discovering the dark side of the moon. Seeing that interactive data was a real eye-opener and pretty empowering because they removed their dependency on feedback from frontline staff.
Soroco recommended that the user interface wasn't intuitive enough. It was too complex in certain cases and missing key functionality that existed in other applications. So, Worldnet redesigned the user interface and ported functionality across to the system. The outcome was amazing; they were able to drive utilization and increase it by 16%.
The biggest benefit is that they now have 𝐫𝐞𝐚𝐥-𝐭𝐢𝐦𝐞 𝐯𝐢𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐲 𝐨𝐧 𝐭𝐡𝐞 𝐩𝐫𝐨𝐜𝐞𝐬𝐬. This visibility has increased the velocity in decision-making and design approvals. Another significant aspect of Work Graph is its visual capabilities. David works with a lot of non-English speaking users, and a lot gets lost in translation. Being able to show a process visually to non-English speaking and non-technical staff has definitely enhanced the way they collaborate and communicate.
In this video, David walks you through the transformative journey with Soroco, showcasing the powerful impact of real-time interaction data and the benefits of an intuitive user interface. Watch to learn how Worldnet International improved their 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐞𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 and collaboration.
To know more about Soroco - soroco.com/
To know more about Scout - soroco.com/scout-business/ ; soroco.com/scout-platform/
To know more about Digital Interaction Intelligence - soroco.com/industry-analyst/e...
𝐂𝐡𝐚𝐩𝐭𝐞𝐫𝐬
Chapter 1 : Challenges with the In-House Operation System - 00:02:18
Chapter 2 : Scout Implementation - 00:03:10
Chapter 3 : Recommendations and Results - 00:04:17
Chapter 4 : Benefits of Real-Time Visibility and Visual Capabilities - 00:11:20
#ai #operationalefficiency #digitaltransformation #processmining #processautomation