How Visibility Enhances Customer Service In Logistics
Building customer trust is extremely necessary, especially in the logistics industry given the intricate nature with which it deals with different entities, government bodies, and support services. At every stage in the journey of a transaction with a logistics company, there are a few important points that will build a customer’s affinity for your service. These include, but are not limited to:
a) Structured Operations: A well-oiled machine operates at optimum efficiency. While external conditions are not in our control, we certainly have visibility on these conditions, and through our experience over the years, we can account for them, and be prepared for any contingency. Having a structured approach to operations means we follow a system and are prepared for any emergency situation that may arise. Building a high quality of customer service in logistics stems from the ability to conduct smooth operations on a consistent basis.
b) Communication: Keeping in contact with all the stakeholders is important for a few different reasons. Key among them being, communication helps address operational stability over time. A team that speaks at work, is a team that peaks at work. Timely communication also helps build contingency plans for any unforeseen issues that may arise and nip any problems in the bud instead of exploding and becoming a bone of contention for all parties. It also helps planning the next steps when things go as designed by a well-structured operation.
c) Transparency: Conducting transparent business gives customers the same amount of comfort as they would see in their own business. This shows faith and trust and makes the customer feel more inclusive in the process. Providing the customer with this transparency will increase their affinity in the long run as they will believe that they are a part of the process and not just another ledger entry in the accounting books for the service provider.
d) Evolving: A customer is more likely to continue dealing with a service provider that keeps up with different trends and upgrades their offering in a manner that makes business more efficient. Using the right technology at the right time also shows the service providers dedicated to delivering the best service to their customers. Keeping in touch with the latest in the industry they cater to, and providing valuable insights is also part of the evolution. A good partnership stems from learning about the customer and providing this information in a manner that helps grow the symbiosis of this relation.
These points address the key question, that is, how to improve customer service in logistics.
For us, customer service is providing them a digital platform that is completely transparent – right from the point of selecting the service provider, to the rates, and even a step by step milestone-based update on a platform that is easy to use, and completely custom built from the ground up. Our mission, armed with tech-knowledge and technology, is to bring the world closer and connected connect trade. By building and actively deploying technologies of the future, we seek to become the enabler, engager, embedder and the enhancer of global trade.
Logistics need to be able to provide all the essential tasks needed by Freight Forwarder, but keeping with the times, and evolving to the customer needs, we believe in building customer satisfaction in every transaction. Key to these are:
a) Enhanced Responsiveness: Using technology, keeping the customer updated in real-time helps build transparency and trust. It also builds awareness of any potential issues that may need immediate action. Our teams are always on alert for possible issues and keep on our toes through timely alerts and milestones.
b) Proactive Prevention: As we use technology to keep track of all our operations, it helps build visibility on potential problems and address them, sometimes before they happen. This ensures a smoother operation and improves customer satisfaction.
c) Organizational Flexibility: Keeping on our toes means the company is flexible. When the time arises, we all get down to doing whatever it takes to get the job done properly. However, being well organized also ensures we don’t reach those kinds of extreme scenarios.
d) Personalized Experience: No two customers are the same. Their needs, their product – everything differs. So to handle them all in the same monotonic manner would be an insult to customer service. Personalization takes this to a whole new level, because we custom creates solutions for each of our clients, to ensure they get the maximum benefit of dealing with a company like ours.
e) Intelligent Platform: Building a website is great, but building a platform that provides you with intelligence and Actionable Insights is where the game changes. Traditional logistics providers would not provide these insights to a customer. With this enhanced transparency, we can improve our speed of response and build trust with the customer.
Our service also builds in automated execution through real-time visibility. We also believe in seamless collaboration, through what we believe is the creation of a highly evolved operating model
The customer is king. Customers are the focal point for the growth of any company in any industry – service, product, or otherwise. The only way a customer will remain loyal is if the service they receive is pleasing and satisfies their need enough to retain the provider for future engagements. With burgeoning competition in EVERY field of business, Customer Service becomes the game-changer for a company.
While the colloquial understanding of the term customer can be relegated to an entity or individual that partakes of a company’s offerings in exchange for remuneration, the broader, more accurate, explanation for a “customer” includes all stakeholders that directly or indirectly deal with the company in any faculty, and has a trading agreement as a supplier or purchaser. A very complicit part of this customer relationship is the building of trust. Trust is built over time, and is painstaking, whereas the dissolution of trust is fleeting – and as such, trust needs to be maintained with the customer, which may lead to attrition of this customer.
Put in simple terms, any company or person that deals with your or your business is your customer, and it is very important to build and maintain a trustworthy relationship with these customers, or you may find yourself without their business.