Unilode signs agreement with Freshworks to enhance customer experience


Unilode Aviation Solutions, the leading global provider of outsourced unit load device (ULD) management and repair solutions and winner of the IATA Air Cargo Innovation Award for its digital transformation programme, has announced its partnership with Freshworks Inc., the customer engagement software company.

Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, marketing, sales, and customer success professionals to communicate more effectively with customers. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and gives businesses a 360 degree view of the customer to offer quicker and better service.

Unilode will be leveraging Freshworks’ automated and AI-driven software to streamline the handling of internal and external communications at its Global Customer Control Centre in Bangkok, Thailand. In the first phase of implementation, Freshworks software will enable 80 agents of Unilode’s Customer Control Centre to coordinate logistics activities much quicker with ground handlers, airlines and the freight communities. Freshworks software will dramatically improve the quality and response times for all customer contact methods.

Mr. Joseph P Jensen, Unilode Managing Director Customer Experience, said: “Our partnership to use Freshworks software is a great example of how artificial intelligence, intelligent automation and customised services can be combined into one platform to enhance the customer experience. The implementation of Freshworks’ software at Unilode’s Customer Control Centre will start in March this year.”

Mr. Benoît Dumont, Unilode CEO, added: “We are excited to work with the Freshworks team. Similar to our award-winning digital programme, this is another example of Unilode’s investment and never-ending commitment to continuously improve our ULD solutions and provide the highest level of service to all our customers.”

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Devender was born in the year when the Beatles Group was formed. He holds two master’s degrees in English Literature and Public Administration. He also has an Honors degree in English Literature and a post-graduate diploma in Corporate Communications and Public Relations. He was closely associated with the Indian State Transport Undertakings and Ministry of Transport in his role as Corporate Communications and PR specialist for over two decades handling domestic and international organizations. He ventured into business forming his own Media House, Profiles Media Network Private Limited which is now a twenty years old company. Excelling as an editor, Marketing, PR, Anchor, and Advertising specialist, he is now expertly navigating the world of social media. A widely traveled professional internationally, Devender has a deep understanding of the Air Cargo, Cargo Business, Cargo Airports, Freighters and Cargo Industry at large.