Rapidly growing operational demands in the U.S. placed pressure on both shipment processing and customer engagement. High costs, fragmented ownership of files, and inconsistent service quality made it difficult to meet contractual KPIs and sustain customer satisfaction. The lack of a centralized structure limited scalability and reduced responsiveness to customer needs.

While shipment file processing had already been centralized in BOM, the challenge remained around fragmented ownership and inconsistent customer experience. To address this, a nearshore team was established in Bogotá to take end-to-end responsibility for both customer engagement and the overall lifecycle ownership of each file. Under a “one file, one owner” model, these operators ensured continuity from initiation through final delivery while serving as the primary customer contact. Standardized procedures, integrated systems, and training aligned with U.S. service expectations strengthened accountability and enhanced customer care, ultimately improving both responsiveness and customer satisfaction.

The nearshore model in Bogotá created a step change in both efficiency and customer experience. By adopting a “one file, one owner” structure, operators delivered faster, more consistent responses and strengthened accountability across the shipment lifecycle. Customer response times improved by 20 percent, KPI performance rose by 70 percent, and overall satisfaction increased as service delivery aligned more closely with U.S. expectations. At the same time, the transition unlocked more than 60 percent in labor savings, generating $1.2 million in annual cost reductions while achieving breakeven within the first year. The combined effect was greater customer confidence, stronger operational control, and a scalable foundation for future growth.

Nearshoring customer engagement and full file ownership to Bogotá transformed service delivery for U.S. operations. By aligning accountability with end-to-end shipment management, the model improved responsiveness, elevated customer satisfaction, and delivered significant cost savings. This demonstrates The JR Moore Group’s ability to design and implement Bestshoring solutions that strengthen customer experience while driving measurable operational and financial impact.