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United KingdomFreight ForwarderLondon, UK
Atlas Freight Solutions
From 48h response to under 4h — a UK freight forwarder rebuilds customer experience offshore.
Team Size
14 FTE
Duration
9 months
Cost Saved
62%
Challenge
The problem
A mid-size UK freight forwarder handling 1,200+ monthly shipments was losing accounts due to slow customer response times and inconsistent documentation handover between sales and operations.
Solution
What Operanta did
We deployed a 14-person offshore desk split across documentation (BL/HBL drafting, ISF, AMS filings), shipment coordination, and tier-1 customer service. SOPs were rewritten against the client's existing CargoWise workflow and a daily quality scorecard was implemented.
Result
The outcome
- Customer response time reduced from 48h to 3.5h average
- Documentation accuracy lifted to 99.2%
- 62% reduction in operational cost vs. local UK hiring
- Client added 3 new EU trade lanes within 6 months