Enterprise Account CRM & Tender Engine for a Logistics Provider
CYVERRA implemented an integrated enterprise CRM platform unifying multi-modal freight quoting, contract lifecycle management, and service exception tracking. The solution consolidated siloed regional sales pipelines and connected front-office commercial teams directly to core transport management systems.
International freight forwarding and contract logistics group
- -44%
- Tender Turnaround Time
- +22%
- Quote Conversion Rate
- -35%
- Escalation Resolution Time
- +28%
- Cross-Sell Pipeline Value
The Challenge
Dispersed commercial teams operating across 14 regional operating units managed enterprise accounts, multi-lane freight tenders, and ad-hoc spot quotes across disconnected regional systems and manual spreadsheets. This fragmented operational structure prevented global visibility into client portfolios and volume commitments. The lack of real-time integration between commercial pipelines, dynamic rate engines, and core Transport Management Systems (TMS) led to prolonged tender response cycles and inconsistent margin calculations across road, ocean, and air freight divisions. Enterprise accounts suffered from uncoordinated outreach and missed cross-selling opportunities. Furthermore, account managers and customer service teams had no consolidated operational telemetry. Service level agreement (SLA) adherence, operational exceptions, and cargo tracking data remained locked in downstream operational databases, forcing teams to handle client escalations reactively.
Our Approach
CYVERRA architected and deployed a multi-region enterprise CRM platform integrated bi-directionally with the client's TMS, warehouse management systems (WMS), and enterprise rate repository via an event-driven API integration layer. This established a unified data model across commercial accounts, lane pricing, and operational execution. We engineered an automated tender and RFQ orchestration engine that ingests complex multi-lane tender spreadsheets, queries dynamic rate cards, calculates lane-by-lane floor margins, and routes required approvals through an automated delegation-of-authority matrix. The engine cut quote compilation time while enforcing consistent commercial governance. The implementation integrated operational telemetry dashboards directly into the client 360 view, streaming live tracking events, milestone updates, and proactive delay warnings. Role-based workflows were deployed to route delivery exceptions immediately to designated commercial and service leads.
The Outcome
The deployment transformed the group's global commercial operations, reducing tender turnaround times by 44% and increasing quote conversion rates across multi-modal freight contracts by 22%. Commercial teams gained clear visibility over enterprise customer commitments, ensuring accurate rate application and capacity reservation. Customer retention and account governance improved substantially through integrated operational metrics. Customer service resolution times dropped by 35% as account teams leveraged automated milestone alerts to address cargo exceptions before client escalation.
Technology used
- Salesforce Enterprise
- MuleSoft AnyPoint
- PostgreSQL
- AWS Lambda
- Apache Kafka
- Power BI
- Docker
Consolidating our commercial operations onto a single CRM deeply integrated with our freight systems transformed how we bid, win, and nurture enterprise contracts.