Enhancing customer experience with a best-in-class TMS

With next day delivery services like Amazon Prime setting a new standard for logistics, it’s clear that simply informing shippers that a delivery is on the way is no longer sufficient. Customers anticipate precise delivery times and constant updates throughout the entire shipping process.

Companies excelling in customer experience management usually have higher customer loyalty, positive recommendations, increased market share, and higher profitability. In this week’s blog, we’re exploring how businesses can fine-tune their operation to meet the expectations of the 21st century customer.

The “Seven Rs” of customer service

In November 2023, a PwC report identified the essential “seven Rs” of customer service, which are critical for delivering a superior experience. Here’s how a best-in-class software solution can help businesses meet these crucial criteria:

1. The right product

First and foremost, it’s critical that the right item is delivered to your customers. A best-in-class warehouse management system (WMS) helps ensure accuracy by providing a comprehensive overview of inventory databases, reducing errors in product selection. This guarantees that customers receive exactly what they ordered.

An electronic proof of delivery (ePOD) use photographs and barcode scanning to ensure the right goods are loaded onto the right delivery vehicles.

2. The right recipient

It goes without saying that ensuring a consignment reaching the correct recipient is crucial – but without a powerful digital infrastructure, mistakes can occur. A transport management system (TMS) facilitates precise delivery by synchronising customer databases with delivery schedules, minimising the risk of delivery errors. Real-time tracking and notifications keep both the sender and recipient informed – ensuring the package reaches the intended recipient.

3. The right quality

Maintaining product quality throughout the delivery process is essential. Using the photographic feature on an ePOD application, businesses can ensure the quality of an item throughout its journey. This allows for real-time documentation of the item’s condition at each stage of transit, providing clear evidence in case of disputes or claims.

4. The right time

Timely delivery is a key component of customer service. A TMS optimises route planning and provides real-time updates, enabling accurate estimated times of arrival (ETAs). By dynamically adjusting routes in response to traffic or other delays, a TMS ensures that deliveries are made on time – meeting customer expectations.

5. The right quantity

Delivering the correct quantity is essential to meeting customer expectations. A WMS and TMS operate in unison to manage inventory levels and order details to ensure that the right quantity is picked, packed and shipped. Automation reduces human error, ensuring accurate order fulfilment and enhancing customer satisfaction.

6. The right information

Providing accurate and timely information is crucial for transparency. A TMS facilitates seamless communication by sending automatic notifications at key stages of the delivery process. Customers receive real-time updates on their orders, including dispatch, transit and delivery status – keeping them fully informed.

7. The right price

Competitive pricing is vital for customer satisfaction. A TMS helps optimise operational efficiency and reduce costs; automated pricing based on pre-defined rate schedules ensures that customers are charged accurately and fairly. This helps maintain trust and loyalty.

TrackTrans

TrackTrans’ comprehensive TMS, WMS and ePOD solution ensures seamless onboarding by integrating with customer systems, eliminating manual inputs and enabling real-time updates. This leads to swift job creation and easy access to information.

Contrary to the high prices of some systems, TrackTrans offers a cost-effective, modern supply chain solution. As a cloud-based, integrated TMS, WMS, ePOD solution, TrackTrans enables you to manage your business efficiently from anywhere. Its proven flexibility and ease of use make it the ideal choice for leading logistics brands.

Explore TrackTrans today and experience its benefits with our free demo!