How CJ Logistics America cut appointment-scheduling email traffic and freed customer service teams to focus on what matters.
CJ Logistics America launched a centralized Shared Services program built around customer service roles and responsibilities within a single network. We expanded it across additional networks in 2024 and implemented a ServiceNow Customer Service Management (CSM) platform to manage, track, and measure incoming work.
The data told a clear story. Through CSM analytics, we found that 75.6% of all email traffic came from inbound and outbound appointment and scheduling requests submitted by carriers and transportation management companies (TMCs). That volume was pulling our teams away from higher-value work like General Inquiries, OS&D (overage, shortage, and damage) resolution, and documentation requests.
We evaluated the leading dock-scheduling platforms on the market against three criteria: cost, ease of implementation, and integration capability. We then rolled out a web-based dock appointment scheduling solution across the network.
Carriers, both collect (CPU) and prepaid, now log into a self-service portal to view open appointment slots and book delivery or pickup times directly. The result is an immediate confirmation and the end of long back-and-forth email chains. Carriers can reschedule on the platform when pickup or delivery windows shift, and built-in carrier scorecard reporting lets us measure on-time performance across the network.
The Results
Centralized scheduling automation delivered measurable gains:
- 32% fewer appointment requests and changes
- 1.5-hour reduction in appointment confirmation time
- 13 sites deployed, with additional locations rolling out
- 41,500+ appointments scheduled through the platform in the first quarter alone
By moving appointment scheduling out of the inbox and into a self-service portal, our customer service teams now respond faster to the inquiries that move freight and protect product. It's a smarter cold chain and a better experience for every carrier in the network.