03 / Ontime Logística Integral
From reactive service to managed accounts.
Turning service complexity into better account decisions across a portfolio of B2B logistics accounts.
- Company
- Ontime Logística Integral
- Period
- 2024 — Present
- Focus
- Key account management · Customer operations · Service performance · B2B
01The default
In logistics, service is easily managed incident by incident: the customer reports a problem, the operation reacts.
02The question
What if the account — not the incident — were the unit of management?
03The alternative
Make the account the unit of management: its needs, its reporting, its indicators — and align the internal teams that deliver it around that view. The trade-off: more structure per account, in exchange for seeing problems earlier.
04What I built
- Managed the B2B portfolio as relationships with individual needs, not queues of incidents.
- Coordinated commercial, operations and customer service teams around each account.
- Put reporting and KPI tracking at the centre of account follow-up.
- Translated customer needs into operational priorities.
05Impact
- +15%managed shipment volume, supported through account follow-upTeam result
- +10%service performance, supported through KPI trackingTeam result
- 5+internal teams alignedDirect contribution
06Takeaway
Customer experience is what happens between departments.
07How to read this work
The account as the unit of work
Managing an account means connecting customer needs with what several teams can deliver. Indicators help sustain that conversation, but they need context: what is changing in the service, which decision needs to be made and who should participate.