This operational strategy ensures continuous worldwide coverage, enabling efficient responses to the needs of global customers.
The “follow the sun” model is an operational strategy designed to provide seamless 24/7 service by leveraging teams distributed across multiple time zones. This approach ensures uninterrupted operations regardless of the geographical location of customers.
The growing need to match the pace of international demand and optimize response times in key markets prompted Aerodoc to adopt this operational model. By doing so, the company can now provide immediate support to customers and agents in Europe, the Middle East, and Asia without delays caused by time zone differences.
Dan Zonnenschein, Chief Operating Officer of Aerodoc, explained that this transformation was driven by a surge in activity across these regions. “As we observed this growth, we maintained our traditional service model, which limited the frequency of interactions with agents and customers due to time zone disparities. This significantly prolonged response times,” he noted. The time zone gap was particularly evident when customers finished their workday just as Aerodoc’s team started theirs.
Initially, Aerodoc attempted to address these challenges by extending working hours and adjusting employee shifts. However, this approach became unsustainable as shipment volumes and customer requests grew. That is why Aerodoc opted for a comprehensive operational overhaul to realign its service strategy.
A Global Reorganization for Continuous Coverage
The first step involved extending shift coverage to span more hours of the day. Additionally, Aerodoc expanded its operational footprint by deploying resources in strategic time zones to ensure that a team would always be available to meet customer needs.
A critical component of this transformation was optimizing Aerodoc’s operations tracking system. The company transitioned from a model where each shipment was managed by a single point of contact to a collaborative approach. Under the new system, any team member can take over a shipment at any stage, ensuring uninterrupted service. This shift required operational changes and a cultural transformation within the team.
“Now, shipment information is accessible to every team member, enabling them to assume control of any pending operation, respond to customers or agents, and maintain a seamless workflow at any time,” said Zonnenschein.
The Three Pillars of Transformation
Aerodoc integrated three key elements to sustain this model: additional personnel, process adjustments, and advanced technology. Adapting its core system was pivotal in enabling the team to work collaboratively and ensure operational continuity, regardless of customer location or time zone.
The company also implemented a strategic approach to handling complex issues within this framework. Zonnenschein emphasized that in critical situations, Aerodoc has conducted meetings at unconventional hours—sometimes even in the middle of the night—to resolve urgent matters or address specific client needs. However, the company continuously strives to ensure such exceptions do not become the norm, focusing on maintaining team well-being and operational efficiency.
A Positive Impact on Customer Experience
This model has significantly improved response times and strengthened customer relationships by adapting to their needs without compromising service quality. Aerodoc has effectively bridged the time gaps that previously hampered communication and ensured a consistent flow in shipment management.
Zonnenschein noted that while the model is still being refined, preliminary results have been highly encouraging. “When issues require decisions beyond the scope of operational resources, additional efforts are made by supervisors or management. However, we are equipped to respond with agility and efficiency,” he concluded.
Empowering Global Reach for Technology Businesses
Through solutions like the Importer and Exporter of Record (IOR/EOR) service, which helps businesses expand their global footprint to over 172 countries, Aerodoc has positioned itself as a strategic ally for technology companies seeking to enter international markets where they lack a legal presence.
To learn more about how our logistical solutions can drive your organization’s growth, we invite you to connect with our team and explore the opportunities Aerodoc offers.
Q&A
- What is the “follow the sun” model, and why did Aerodoc adopt it? The “follow the sun” model is an operational strategy that provides seamless 24/7 service by leveraging teams distributed across multiple time zones. Aerodoc adopted this approach to meet the growing demand for faster response times in international markets, particularly in Europe, the Middle East, and Asia, ensuring uninterrupted service and improved customer support.
- How did Aerodoc implement the “follow the sun” model? Aerodoc expanded its shift coverage to span more hours and strategically deployed resources across multiple time zones to ensure constant availability. The company transitioned to a collaborative operations tracking system, enabling team members to take over shipments at any stage. This required changes in both operational processes and team culture.
- What are the main elements of Aerodoc’s transformation? Aerodoc’s transformation centered around increasing personnel in key locations, adjusting operational workflows for better collaboration, and integrating advanced technology to support seamless access to shipment information.
- How has the “follow the sun” model improved Aerodoc’s customer experience? The new model has reduced response times, eliminated time zone barriers, and strengthened customer relationships. By adapting to customer needs without compromising service quality, Aerodoc has enhanced its reputation as a reliable logistics partner while maintaining operational efficiency and agility.
