Cognizant, Lineage Team Up to Improve Cold Chain Customer Service

IT services company Cognizant on July 28 announced an expanded partnership with Lineage, widely recognised as the world’s largest temperature-controlled warehouse company, to improve customer service in cold chain logistics.

The partnership will focus on helping Lineage’s customer care team deliver more personalised and reliable service using Cognizant’s AI-driven tools. The goal is to make customer interactions smoother and faster while keeping the same service staff that customers already know and trust.

“Our AI technologies, designed to work hand-in-hand with Lineage’s needs, will help customer care professionals deliver a better experience for their customers,” Surya Gummadi, president of Cognizant Americas at Cognizant, said.

According to Lineage, the partnership will allow it to improve the quality and consistency of its service without changing the people or tools its customers already use. Customers will continue working with their current service representatives and platforms like Lineage Link, which will now include improvements from Cognizant’s systems, such as automation and predictive tools.

“The customer service team plays a mission-critical role in how Lineage delivers value every day,” Tim Smith, chief commercial officer of Lineage, said. “Our work with Cognizant allows us to take everything we’ve built to date, such as the tools, the team and the processes and elevate them to new levels of consistency, quality and innovation.”Over the past few years, Lineage has worked on creating a more unified service experience as part of its ‘One Lineage’ initiative.