How Knowlarity took a heavy load off this Cargo company’s shoulders

Cargo Padala Express Forwarding Services Corporation, or better known as CaPEx, offers freight services across the Philippines. With offices and agents spread across the country, CaPEx parades competitive commercial rates and quality services to serve all freight needs. It aims to become a world-class freight forwarding company with services including Cargo Freight Forwarding, Cargo Consolidation, Project Cargo, Warehousing and Inland Transportation.

The need

Its passionate drive towards excellence and its commitment to give its customers the best service experience made CaPEx look for a phone system that would do just that.

In order to handle its calls properly, the company needed a stable and reliable system that could forward calls to the right department in different locations.

The solution

To meet its requirements, Knowlarity provided CaPEx with its flagship product SuperReceptionist, along with 5 channels. When a client calls on CaPEx’s hotline, he is greeted warmly through an IVR and asked to press a button based on his need: booking, billing, cargo, etc. Depending on the key pressed, the system forwards the call to the right executive. If no executive is available to take the call, a fallback system forwards it to the mobile phone of an executive from that department. This process ensures that the company never misses a business lead.

Success Story

Thanks to SuperReceptionist, CaPEx is now able to provide a better experience to its customers. The Filipino company has been able to handle its calls with greater efficiency by setting up an IVR that forwards calls to the desired department in various locations. The easy-to-use web interface provided by Knowlarity allows CaPEx to monitor and track all calls through call logs and recordings. It also allows the flexibility of changing the settings anytime, anywhere.