How Customer Service is a key differentiator in an unorganized road transport sector?
The unorganized road transport sector in India, accounts for about 85% of the industry and is riddled with inefficiencies – foremost among them being the lack of communication flow, the lack of harnessing of technology as well as real-time updates on the status of delivery and cargo management.
Posted on : 13 Jun, 2019
In India, freight movement is primarily undertaken by unorganized establishments as well as individual local operators. Currently, the unorganized road transport sector in India, accounts for about 85% of the industry and is riddled with inefficiencies foremost among them being the lack of communication flow, the lack of harnessing of technology as well as real-time updates on the status of delivery and cargo management.
The fragmentation and inefficiencies of the unorganised sector, leads to greater scope for organized logistics, leading to a possible $50 billion opportunity by 2025. DHL SmarTrucking, one of the key-players in organized, smart-transportation in India, leverages big-data as well as data analytics to provide features such as temperature-controlled vehicles, comprising devices that also help track location and help monitor cargo temperatures in real-time. This is made possible by an IoT enabled fleet, fitted with 21 CFR compliant telematics solutions, ensuring 24x7 visibility of cargo, while in-transit. DHL SmarTrucking also utilizes an omnichannel, integrated customer experience, transcending phone, e-mail, website and mobile apps, among other mediums. It also offers a 24x7 Customer Service Team, to ensure grievances are addressed as soon as possible while also making sure that customers dont have to remember multiple numbers while getting in touch with the companys representatives. With the help of this cutting-edge technology, the Customer Excellence Team proactively updates customers about any possible delays in transit, providing dedicated key accounts support and a claims desk.
The quality of customer service is also of paramount importance. The Customer Service Team Leaders and the Quality Analyst carry out monthly quality monitoring of calls and emails sent by the team to ensure that the overall response quality is constantly checked and improved wherever necessary. Training, coaching and briefing sessions are also conducted at regular intervals. Whats more, the team also conducts customer satisfaction surveys and adequately addresses customer concerns, thereby focusing on continuous process improvements.
Focusing on the customer, DHL SmarTrucking is pushing boundaries of excellence in logistics, at all times, solving customer challenges by delivering best-in-class logistics solutions in the exceedingly unorganized trucking industry, challenging status quo.
So why is customer centricity important in new-age logistics management? How does it affect businesses? What does a successful transition from operations to a customer-service oriented process entail, for the unorganized road transportation logistics sector in the country and consequently its relationship with its customers?
Lets delve into answers, from my analysis and observations below.
Through the infusion of technology, DHL SmarTrucking, offers access to vital information that can lend enhanced transparency and efficiency in logistics. With the backing of customer-centric technology, we can empower our valued customers to check important details such as freight schedules, rates and transit times on a real-time basis, thereby creating never-before transparency in the visibility of the supply chain process. This data is transparent and comparative which facilitates the creation of a more reliable streamlined process, thus helping customers repose greater faith and adding greater credibility to our business relationship with customers.
In the modernization and digitalization of Indian logistics, customer focus forms the pivot and unambiguous centre. While customers will be extremely delighted with the fact that they are speaking to someone 24x7; data-driven insights and technology-driven processes, make for solutions that are more intuitive and interactive. Even in todays day and age, 42% of all customers want to speak to a real person and not go through an automated system. It is the Customer Service Team at DHL SmarTrucking who focuses on keeping this human interaction alive. These advantages are a clear differentiator for DHL SmarTrucking in the trucking industry. More and more customers are keen to know about the technology-driven interface that we have developed because they find it easier to do business with us.
Ease-of-operation and efficient use of services have become driving factors and key differentiators in the success of the logistics businesses today. Our customers no longer hesitate to pay more for such value-added services. Tech-enabled insights help them march ahead, meet their own internal benchmarks and standards, thereby giving them an edge over their closest competitors. The customer, today, is the unambiguous centre with automation and technology working in tandem with highly motivated customer service team members. Our customers experience exceedingly high service quality, as a result of this blending of team efforts, creating greater loyalty, thereby building a more profitable network!
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