“Loyal customers don't just come back to you, they don't just recommend you, they insist that their friends do business with you.” Chip Bell
This quote is a good illustration of the subject we are going to discuss today. Indeed, while we reserved the term “customer experience” for a long time to the retail world, we now see that it affects all business sectors. Moreover, this philosophy easily takes its place in the transport sector, where digitalization has a predominant place and has a strong impact on customer satisfaction.
Indeed, when a customer orders a product on an e-commerce platform and his package is late, he will directly blame the platform and not the carrier. However, the delivery problem is not necessarily linked to the platform but rather to the carrier. This is how digitization in the transport sector comes in. With the right tools and real-time visibility, platform managers will be able to more easily honor their customer promises and delivery times while respecting the resulting business constraints. All this in order to satisfy the customer and provide them with a successful experience.
The digital transition: disparities between companies
Faced with the Covid-19 health crisis, digital and digital transformation have become major challenges for VSEs and SMEs. Tools were used to maintain economic activity during lockdown periods. However, for some businesses where managers have a higher average age or who were not digitally born, implementing digital technology has been more complicated. Indeed, if we do not master digital technology enough, the establishment will be all the longer and more complex.
However, it is obvious that the Covid-19 situation has been an accelerator in the implementation of digital technology. In order to continue interacting with customers, the integration of digital systems such as video conferences was rapid. In the logistics sector, companies have also integrated new tools.
Well implemented, the digital transition allows companies to increase - among other things - their visibility, their customer relationships, as well as their sales.
Simplifying processes with digital technology
According to The survey conducted by Ifop - for the Star's Service group - with 1006 people over the age of 18, 85% consumers are ready to change sites to benefit from delivery that is more suited to their needs, and 60% abandon their order if they feel the delivery options are unsatisfactory Indeed, consumers are now hyperconnected and have become accustomed to being informed in real time of the status of their delivery. It is therefore essential for the transport and logistics sector to adapt to the needs of consumers.
Supply chain disruption
The global Coronavirus pandemic has highlighted the importance of logistics. With closed borders, blocked territories, supply problems etc. we have seen how vulnerable our system is. Recall the event that took place at the end of March where the Ever Given blocked the Suez Canal for a week. More than 400 ships had been blocked forming gigantic traffic jams, thus delaying all planned deliveries. With the Suez Canal accounting for more than 10% of global trade, this has had an impact on the entire global supply chain from the departure of goods to end customers.
Ensure a resilient and collaborative supply chain in order to satisfy the customer experience
These recent events have once again proved our dependence on external events and the impact on business activity. New digital and collaborative tools are therefore becoming fundamental in the logistics sector. In the digital age, consumers are demanding an increasingly short delivery time. This is why the digitalization of the supply chain and the use of flow management software are becoming essential.
Artificial intelligence at the service of customer satisfaction in the logistics sector
Faced with intensifying competition, especially with the rise of e-commerce, digitization in the logistics sector is becoming a central growth driver. Indeed, the digitization of the activity makes it possible - among other things - to shorten production and delivery times and thus best satisfy customer needs.
Everysens has developed a transport TMS allowing end-to-end monitoring of all logistics flows. The TMS tool brings together information from all actors in the supply chain on the same platform: a boon for supply chain actors but what about consumers? What does the use of a TMS by the carriers who take care of their products bring them?
There are many benefits and here are a few:
- End-to-end monitoring of the delivery of your product
- Precise customer service answers
- Real-time knowledge of delivery status
- Punctual delivery of goods
- Quick knowledge in case of the unexpected
- Secured goods
We have realized that, regardless of the sector, customer satisfaction is necessary for a company to be sustainable. It is no longer enough to offer a product or a service with a good quality/price ratio, customer satisfaction is becoming the major element to take into account in your strategy.
Moreover, with the hyperconnection of consumers, it is essential to adapt to customers and satisfy their needs - by anticipating demand for example or by delivering products on time.
In the logistics sector, TMS is a major tool that allows a company to manage its flows in the best possible way for remarkable customer satisfaction.
Want to learn a bit more? Plan a meeting with our team.
You might also be interested in:
.png)
_57738696.webp)
