Symptoms
- Unclear metrics or inconsistent reporting on Whistl delivery performance
- Reliance on anecdotal evidence for carrier issues
- Service credits or refunds are frequently missed or not claimed
Root Causes
- Absence of a defined carrier management framework and KPIs
- Data is siloed across different systems, preventing consolidated views
- Insufficient internal ownership for carrier relationship management
WMSTMSCX Tools
Impact: Degraded brand reputation due to poor delivery experience, missed opportunities for service credit claims, and an inability to drive service improvements with Whistl.
Cogent Approach: Our strategy defines a robust performance governance model, including key metrics, reporting cadences, and internal responsibilities. We advise on data aggregation and reporting tools to provide a single, trustworthy view of Whistl's service levels and commercial compliance.