Over the years, as modernised marketplaces and global businesses began to flourish, the demand for a smarter, agile, and technologically-enabled logistics sector started emerging.
Logistics is one of the most important pillars of success for a business, since it helps them realise their aspirations of wide-scale expansion and fuels their growth. However, over the years, as modernised marketplaces and global businesses began to flourish, the demand for a smarter, agile, and technologically-enabled logistics sector started emerging. Apart from streamlined operations and integrated offerings that are both time- and cost-effective, a strong customer-focused approach to logistics is taking the centre stage in the global economy. Successful transition of the Indian logistics sector from operations to customer service-oriented processes has primarily begun with a transformation in the following core areas:
Access to information
Through technology-enabled channels, online logistics providers are offering a never before access to vital information that can help bring about transparency and efficiencyin the logistics process. With details of freight schedules, duration, and service-level management to all-inclusive freight rates for shipments involving multiple freight forwarders, online logistics start-ups are empowering customers to make informed decisions. Further, details like the visibility of the entire supply chain process, transparent comparative data with delivery, and pricing for multiple operations and clear cost implications, including details of the earlier ambiguous cost of documentation and permits are also available. Organised logistics, with a strong focus on customer experience, is working on creating a transparent and streamlined process.
Intelligent Processes
Organised online logistics players are introducing the best of technological advances to create a data-driven intelligent process, which in turn helps in managing resources better while offering customers an intelligent solution. Some of the key features include the following:
Proactive communication
So far, due to multiple shipments being handled for multiple clients–often in partnership with various freight forwarders–logistics service providers were unable to provide their customers with a regular update on the progress of their shipment. This led to a sense of uncertainty, as delayed shipments impacted revenues and were expensive, as they attracted penalties.
However, with a shift in approach towards customer-centric processes, automated updates and tracking of shipments are offered by online logistics service providers. This has become a vital feature in transforming the logistics experience of customers. With a technology-enabled system of tracking, it is now possible for customers to receive real-time updates about the status of their shipments. Additionally, a dedicated customer service support ensures that customers feel certain about their shipment and have a sense of control over it.
Customer-focused framework
While the above factors contribute to the modernisation of the Indian logistics sector, customer-focused framework is the central pillar for the transformation. With technology-driven processes and data-driven intelligent insights, online logistics service providers are much more capable of anticipating customer needs and perceiving the sensitivities related to their business. As a result, the solutions provided are more customised, intuitive, and interactive, responding to the needs of the customers in real time, thus empowering businesses to lead and grow in the dynamic global economy. Further, by building service capabilities that are technologically-enabled and offer an integrated system of service, the organised logistics sector is now ensuring smooth and efficient operations through the new framework to drive customer satisfaction.
The Way Forward
With the increasing shift from product to services among modern businesses, it has become significantly important to not only offer cost-effective and operationally-efficient solutions, but also ensure smooth and delightful customer experience. Ease of operation and efficient use of resources have become driving factors in the success of both end consumers and vendors. In the coming years, it is predicted that customer experience, and not the cost or overall service, will determine success for businesses, irrespective of the sector. With the digitisation of logistics as a service, the sector is also experiencing an inevitable transformation that is bound to redefine businesses.
Author: Authored by Ruchi Dogra, Co-Founder & Director, Freight Crate Technologies
Leave a Reply
You must be logged in to post a comment.