Automation in a transportation management system (TMS), among other innovations in the supply chain, has improved performance and resulted in higher returns on investment. These innovations focus on improving customer experience in freight and have a real impact. According to Supply Chain Brain, the “customer experience is disrupting and changing the supply-chain world from the inside out.” Businesses that embrace customer-centric, visibility, and collaboration-based solutions continue to lead the way in the industry, and C-Suite executives need to understand a few things about the challenges and opportunities of creating and maintaining a positive customer experience.
Challenges Common in Freight Management That Leads to Poor Customer Experience
- Limited visibility into the final mile of delivery. Customers want accurate information about their shipment throughout the delivery process.
- Inability to share data with supply chain partners. Supply chain management relies on real-time freight data to unlock added value in the whole process. Companies that keep their partners in the dark often fail to meet client expectations.
- Inadequate verification of delivery. Striking a balance between speedy operations and accurate delivery data remains supremely important for logistics management. While clients appreciate shorter waiting periods, they want the right product in the right quantity and at the right place.
- Lost packages and complicated freight claims processes. Freight claims are almost inevitable, but again, they represent a problem with a viable freight claim solution through modern technology.
The Customer Experience in Freight Management Depends on Clear, Concise, and Speedy Operations and Data
Companies that are looking to stand out in the crowded supply-chain market focus more on customer-centric initiatives. Such businesses identify every customer interaction touchpoint to enhance the customer experience in freight. Supply chains rely on historical data to appreciate the customer’s needs and wants. This data can inform improvements that reduce customer pain points. Companies should work to assemble existing data and use the same to appreciate every step of the customer journey. This move could be the first step in revamping customer experience in freight and providing the data to both consumers and B2B partners to boost collaboration and streamline operations. Moreover, relying on predictive and other freight analytics will also yield better results compared to making decisions based on assumptions.
Tips to Improve Customer Experiences in Freight
- Use automated alerts to keep customers informed, and remember, clients, love real-time information about the location and status of their shipments.
- Show customers expected delivery times during check-out.
- Reduce the congestion of drivers with faster dock management.
- Improve the use of your supply chain through a cloud-based control tower.
- Provide a seamless option for returns management.
- Give customers the ability to reschedule delivery after shipping.
- Connect with customers through social media to address complaints or concerns. Use the feedback to improve the operations.
- Work with carriers, brokers, and logistics service providers (LSPs) to share data and speed operations.