Lineage, Inc., the world’s largest global temperature-controlled warehouse REIT, has announced a strategic relationship with Cognizant, a leading provider of technology services, to help carry forward the momentum of its multi-year customer service evolution. The collaboration builds on Lineage’s ongoing initiative to provide a One Lineage Customer Experience—a standardized approach to service grounded in ease of use and greater network collaboration via automation technology and operational excellence.
Critical to this collaboration is the powerful combination of an elevated, consistent level of service with deep-seated cold chain expertise, in which customers can expect to continue working with the same trusted customer service professionals who serve their business today.
“The customer service team plays a mission-critical role in how Lineage delivers value every day. We have continuously worked to respond to our customers’ call for a more unified and user-friendly experience across our diverse network. Our work with Cognizant allows us to take everything we’ve built to date—the tools, the team, and the processes—and elevate them to new levels of consistency, quality, and innovation. Everything we do at Lineage is in service of our customers, and we’re thrilled to partner with the market leader to deliver at a higher standard for them.”
– Greg Lehmkuhl, president and chief executive officer of Lineage.
“Together with Lineage, we look forward to building a service model that defines the standard for customer service excellence in cold chain logistics. Cognizant’s depth in the logistics domain and AI technologies that empower customer care professionals will create a differentiated experience for Lineage’s customers.”
– Surya Gummadi, President of Americas, Cognizant.
Over the past several years, Lineage has worked to redefine its customer experience, which has evolved from the best practices of its legacy companies and has culminated in a “One Lineage” framework that emphasizes a single, simplified set of tools and processes. To build upon this foundation and accelerate progress, Lineage is now entering into a strategic relationship with Cognizant, in which customers will see the benefits of expanded resources, proven service models, and industry-leading technologies.
Most importantly, customers can expect to maintain their relationships with the dedicated day-to-day points of contact with whom they have built trust and rapport and who have firsthand familiarity with their businesses. Cognizant’s global customer service infrastructure will enhance the capabilities of the tools and systems customers use today—including Lineage Link—which will continue to support them.
Key benefits include greater consistency of service quality and responsiveness as well as access to expanded resources and technologies, including robust automation and predictive capabilities.
Lineage’s relationship with Cognizant represents both a step-change enhancement in the company’s customer service offering and a shared vision to create a new standard in cold chain customer care.