Using a TMS for Customer Experience Improvement

Customer Experience TMS

What’s the greatest opportunity to encourage repeat purchases? Does it lie within the ease of online ordering, or does it perhaps have a more personal touch—involving the moment a customer opens the box they’ve been anxiously awaiting? The answer is a combination of both. Any interaction could mark success or be the kiss of death for future retail or wholesale purchases. And, in today’s highly-competitive and uncertain age, losing customers can mean the difference between business growth or lost market share. Shippers and logistics service providers (LSPs) need a way to look beyond the risks and ensure positive experiences. Fortunately, the application of a transportation management system (TMS) can help, and by understanding a few things about the use of a TMS for customer experience improvement, you can achieve scalable, positive outcomes.

Customer Experience Problems Arising From Antiquated Logistics Management

A TMS should be a centralized resource that offers end-to-end management for all freight regardless of mode. This is one of the reasons more companies have turned to cloud-based TMS platform providers, such as MercuryGate, to work together and share information. Collaboration in logistics translates directly into immediate improvements within customer experiences due to more on-time deliveries, delivery in full, lower overhead, and better service levels. Take this example of how using a TMS for customer experience improvements can improve supply chain collaboration, as reported by Food Logistics:

“For food suppliers, one advantage is to use tools to visualize multiple complex processes helping to identify inefficiencies in the supply chain, and then build strategies to eliminate bottlenecks and cost challenges. Shippers can use real-time operational reports to help uncover opportunities like potential late shipments, backhauls, minimized mile-routing strategies and missed opportunities to combine orders—all patterns that are difficult, if not impossible, to see without access to detailed metrics and analysis.”

Tips to Apply Functions Within the TMS for Customer Experience Improvements

Shippers and LSPs should follow these tips to apply functions within a TMS for customer experience benefits:
  1. Connect all supply chain systems to the TMS.
  2. Use analytics to understand performance versus expectations.
  3. Take advantage of robotics process automation to manage by exception.
  4. Work across organizational silos with cloud-based resources.
  5. Share data with your supply chain partners.
  6. Reduce the delays between replenishment and order fulfillment.
  7. Take advantage of drop shipping and cross-docking to reduce inventory carrying costs.
  8. See relevant information within user-friendly, customizable portals.
  9. Create customized reports on demand to keep shareholders informed of results.

Deploy a Comprehensive Transportation Management Platform to Add Value With Better Customer Experiences

The trends in logistics and customer expectations are obvious. When it comes to fast and efficient deliveries, customers expect more than ever from shippers and LSPs, and added costs are unacceptable. Shippers and LSPs need both a partner and the right technologies to reduce risks and enhance customer experiences.

Request a demo of the MercuryGate transportation management platform and learn how it will reduce customer complaints and propel business scalability today.

Phil Melton
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