Overview Schenker AB, a leading provider of integrated logistics services, supports the global exchange of goods via land, air, and sea. Headquartered in Gothenburg, Sweden, the company employs 4,000 people and has 42,000 contract customers. The problem Schenker faced was this: A lack of front- to back-end systems integration resulted in long caller wait times, a lost-call rate of 20 percent, and high employee turnover. T o reverse the

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