ROORA ML PRIVATE LIMITED

BACKGROUND

Please describe your company and position.

I am the executive of Marine Logistics Services Est

Describe what your company does in a single sentence.

Marine Logistics Service Est., headquartered in Jeddah, Saudi Arabia, is a premier logistics provider offering a wide array of services tailored to meet the dynamic needs of global trade.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ROORA ML PRIVATE LIMITED to accomplish?

• Professional Outsourcing Company

SOLUTION

How did you find ROORA ML PRIVATE LIMITED?

• Online Search
• Referral

Why did you select ROORA ML PRIVATE LIMITED over others?

• High ratings
• Pricing fit our budget
• Referred to me

How many teammates from ROORA ML PRIVATE LIMITED were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

1. Data Entry & Documentation Management
Processing and digitizing shipping documents (BLs, invoices, packing lists).
Entry of freight, customs, and tracking data into internal ERP/logistics platforms.
Document verification and validation for compliance with port and customs authorities.
2. Customer Support & Communication
Handling email and chat-based customer queries.
Communicating with vendors, freight partners, and port authorities on behalf of Marine Logistics.
Providing 24/7 support coverage across different time zones.
3. Freight Tracking & Reporting
Continuous monitoring of cargo status across air, sea, and land shipments.
Preparing and dispatching periodic shipment status reports to clients and internal stakeholders.
Exception handling and escalation of delays or issues.
4. Invoice Processing & Billing Support
Verification and entry of freight invoices, port fees, and clearance charges.
Cross-checking with shipment records and generating consolidated billing summaries.
Coordinating with finance teams to ensure timely processing and audits.
5. Performance Analytics
Preparing operational performance dashboards and reports.
Analysis of shipment turnaround times, cost trends, and process efficiency.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

1. Operational Efficiency
✅ 35% reduction in manual data processing time for shipment documentation.
✅ 99.1% accuracy rate in data entry and documentation validation, minimizing errors in freight and customs processes.
✅ 20% improvement in invoice processing turnaround time, leading to faster billing cycles.
2. Customer Support Performance
✅ 85% first-response rate achieved within 30 minutes for inbound customer queries.
✅ 95% customer query resolution rate within 24 hours, enhancing client satisfaction and retention.
✅ Reduction in support escalation by 40%, indicating improved quality in front-line resolution.
3. Freight Tracking & Visibility
✅ 100% real-time tracking coverage across all shipments, including air, sea, and land.
✅ Introduction of automated status reports reduced manual reporting hours by 70%.
4. Cost Savings & Productivity
✅ Estimated 30–40% cost savings compared to in-house operations, due to Roora ML’s offshore BPO model.
✅ Resource allocation optimization allowed Marine Logistics to reassign 15% of internal staff to strategic functions.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We are extremely satisfied with their services. The team consistently delivers every task within the agreed timeframe, demonstrating reliability, efficiency, and a strong commitment to quality.

What was your primary form of communication with ROORA ML PRIVATE LIMITED?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We were extremely satisfied with their services. The team consistently completes every task within the agreed timeframe, demonstrating reliability, efficiency, and a strong commitment to quality. Moreover, their pricing is highly competitive, offering excellent value for the level of professionalism and accuracy they deliver.

Are there any areas for improvement or something ROORA ML PRIVATE LIMITED could have done differently?

no