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State Administration of Railway Transport of Ukraine Ukrzaliznytsya (UZ) on Jan. 20, 2014 opened a contact center to manage freight transportation. The new service was created on the basis of SE "Ukrainian transport and logistics center." The Contact Center will provide information support to cargo owners and forwarders to support management of the freight traffic. Now customers can get full information from one central source, the Information-Analytical Bulletin of the Cabinet of Ministers of Ukraine informs.
Experts say the objective of the contact center is to improve provision of services to the users of transport infrastructure. Thus, the customer interaction technology will be changed. Now the customer will be able to quickly get information about freight transportation online or resolve problematic issues when dealing directly with the center’s operator.
The creation of the center was the starting point of the project to build national logistics coordinator. Thus, at the first stage the contact center will focus its effort on interaction with shippers and operators. The department will be responsible for receiving complaints from service users, their processing, systematization and organization of feedback. Clients will be informed at any stage of transportation: from signing the contract to the final settlement. In the future, the center will become a coordinator of the whole logistics chain, providing linkages with various organizations, agencies and ministries.