7 Ways Transportation Companies Can Improve Customer Experience

7 Ways Transportation Companies Improve Customer Experience

For logistics service providers (LSPs) and transportation companies, creating a positive customer experience is the Holy Grail. It streamlines processes through supply chain automation and eliminates redundancy, promoting business profitability and helping to ensure companies can meet the needs for each tendered shipment. In fact, consider these seven ways transportation companies can improve the customer experience for both their business-to-business (B2B) and direct-to-consumer (D2C) customers.

1. Centralize Supply Chain Management

A centralized supply chain refers to a system in which all company resources are relegated to one central hub. This allows for resources of transportation companies — like vehicles — to be streamlined to one specific location and relegated evenly. This cuts down on confusion and limits the necessity of middle management and more hires, which translates to more total profit for your business and a better experience for your customers overall. As further explained by Inbound Logistics, “carriers are provided access to the transportation management system (TMS) so they can select from a list of available appointment types and times. Appointment times, pickup and/or delivery appointments, and other scheduling data can be set in the order management section of the TMS and transmitted via EDI, prior to offering a load to a carrier. Moreover, the system disallows scheduling if the pickup or delivery requested can’t possibly be achieved given the parameters in the TMS for appointment time/day, product availability transit times and other critical considerations.” Furthermore, centralized controls provide more information for better customer experiences.

2. Limit Unnecessary Check Calls for Freight

Check calls can be stressful. In the modern era, they are quickly becoming less necessary for transportation companies. The use of technology allows customers to see where their freight is always located through GPS tracking and real-time updates. This means that you can avoid taking check calls and your customers can avoid the hassle of making the call in the first place. There are a handful of apps that allow for real-time checks for freight transportation that make it easy and feasible for both the customer and driver to use.

3. Eliminate the Hassle of Physical Paperwork—Taking Advantage of Contactless Logistics

Physical paperwork means a lot more labor for transportation companies. Why force yourself to manage printing, writing, and storing all that paperwork when you can automate and digitally sign all your paperwork instead? You also gain the benefit of providing a touch-less experience for your customers, as reading and signing documents can be done on each respective device used. In turn, customers are less likely to experience a delay.

4. Use Automation to Reduce Confusion Over POD and More

Automated emails and mobile notifications make POD easy for transportation companies. No longer will important documents get lost in the shuffle; you can streamline your customer’s experience by removing the obstacles that can come with other POD methods. Plus, it provides an instantaneous way to notify and show customers when a package has been delivered.

5. Streamline Freight Tendering by Sharing Customer Data From the Moment of Ordering

Sharing customer data automatically means less stress for transportation companies that must deal with the tender process. When your customer accepts a bid, you can far more easily keep track of their data by automated processes, rather than trying to communicate over the phone or through email.

6. Reduce Confusion by Keeping Everything in Context

Automated systems help keep track of the business process for transportation companies by organizing everything logically and visually in one place. Rather than a slew of paperwork or miscellaneous documents on your computer, you can work with an organized system in which every piece of data ends up where it belongs.

7. Offer Transparent Traceability From Origin Through Delivery

More than anything, your customers want to be able to trust you. That’s why traceability matters so much. You can provide a greater level of transparency by providing a clearly documented path for their product through your shipping line. When transportation companies provide this service, they build a great deal of trust and accountability for their business.

Increase Efficiency in Your Supply Chain With Total Transport Leverage™

Time is truly money in the modern supply chain, and transportation companies need to be much more proactive about working to increase transparency and boost automation. Fortunately, working with a proven provider of advanced supply chain management solutions, such as MercuryGate, can go a long way in achieving this goal.

Request a demo of MercuryGate’s platform online today.

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