Saudia Cargo
A CRM solution that streamlines airfreight and enhances service.
Year
2024-2025
Services
CRM Implementation, Workflow Automation, Data Migration, System Integration
Industry
Transportation & Logistics
A centralized CRM solution that streamlines airfreight operations and elevates customer service.
Overview
Saudia Cargo is a titan in the logistics world. As the cargo arm of the Saudia Group, it operates out of Saudi Arabia and connects to over 800 international destinations across four continents via 26 domestic hubs. Their excellence was recognized globally when they were named Asia’s Best Cargo Airline in 2021.Despite operating at a massive scale with high-profile clients, the company faced an internal hurdle. Their sales and support processes did not match the speed of their aircraft. Information was often siloed, stored by individual sales representatives rather than in a central system. To maintain their status as an industry leader, Saudia Cargo needed to digitize their workflow and unify their data.
The opportunity
The logistics giant was dealing with a classic enterprise challenge. They lacked a structured, technology-driven sales process. This led to prolonged sales cycles and a heavy reliance on manual human intervention. Because sales data was stored separately by different reps, the company risked losing critical institutional knowledge and missed opportunities for cross-departmental collaboration.The goal was clear. They needed a central repository for information and a system that would automate the complex stages of deal negotiation and after-sales support. They needed a partner who could not only install software but also understand the nuances of the airfreight business.
The solution
Codieshub stepped in to implement a comprehensive Microsoft Dynamics 365 ecosystem tailored to Saudia Cargo’s specific needs. We began with a deep dive investigation of their end-to-end customer experience, mapping the journey from the first service request to final delivery and support.Based on this analysis, Codieshub deployed three core components: Dynamics 365 Sales, Customer Service, and Customer Voice.For the sales team, we moved away from the out-of-the-box configuration. Our business analysts studied the typical sales cycle and built custom workflows that mirror the company’s actual practices. We automated time-consuming tasks like approval requests and quote generation, giving sales reps a structured funnel and clear instructions for every step of the deal.On the support side, Codieshub implemented a robust case management solution. We integrated the Customer Service module with the Sales module, ensuring that support agents have immediate access to client history. We configured Service Level Agreements (SLAs) and set up automated follow-up emails to keep clients informed on case progress. Recognizing that logistics often requires a personal touch, we also integrated call center functionality directly into the tool.
“Codieshub’s team heard our requirements, did an amazing job investigating our processes, and provided us with the exact CRM solution we needed. Now, the work of our sales and after-sales support teams is well-organized, and we don’t question the security of our business information.”
Shorouq BasnawiCommercial Applications Sr. Analyst at SAL, Saudi Cargo
The impact
The digital transformation produced immediate, measurable results. The introduction of the new system led to a 30% faster handling time for both sales requests and customer support cases.By centralizing data, Codieshub eliminated information silos. The sales team now operates with a unified, secure database, and the support team can provide truly personalized service because they have the full context of every client interaction. Additionally, the integration of Dynamics 365 Customer Voice allows the company to automatically distribute surveys, gathering first-hand data to drive continuous improvement.
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