IMPROVING CUSTOMER SERVICE PROCESS THROUGH DIGITALISATION SOLUTIONS

Abstract

In the modern business environment, increasing service volumes and growing customer expectations encourage organisations to improve the efficiency of customer service processes and the accessibility of information. In the logistics sector, the quality of customer service is closely related to real-time information delivery, clear communication, and the ability to respond quickly to unexpected situations. However, fragmented communication channels and manual information transfer are still common, increasing the risk of errors, delays, and duplication of information. The aim of this study is to evaluate the possibilities for improving the customer service process through the application of digitalisation solutions in UAB “Jusema Logistics”. The research consisted of scientific literature analysis and a quantitative survey method. An online survey involved 40 respondents, including 22 company clients and 18 employees. The results revealed that the customer service process still faces challenges related to information transfer and a high number of manual operations. Most respondents indicated that digitalisation solutions could improve the customer service process. The greatest need was identified for a self-service portal, real-time tracking systems, and automated notifications about shipment status. The results suggest that the implementation of digitalisation solutions could contribute to more efficient information flow management and improved customer service quality.