Thinking ahead: Leverage tech to smooth the customer experience

By Govind Bhatti, Founder & CEO of Haulmate

Change is shaking things up all along the supply chain. Logistics and trucking executives are putting the survive-the-crisis mindset of the pandemic years firmly in the rear view and steering toward technologies and strategies aimed at driving down costs and driving up customer satisfaction.

“With B2B customer expectations mirroring the high-performance expectations of the B2C sector, the reactive customer service model — for example, responding to delivery queries and addressing product issues post-sale — falls short,” contends Chris Jones, executive vice president of industry and services for Descartes Systems, a global provider of supply chain services, in a blog post.

Touching the customer

Rather, Jones sees customer success being defined by the quality of the overall customer experience: “Impacting every touchpoint along the customer journey, from placing orders, booking delivery appointments and tracking shipments… a positive customer experience will be critical for building brand loyalty and minimizing churn.”

Consider also that a 2023 Descartes study found that companies that engage with their clients electronically during the delivery process earned higher customer satisfaction (30%). What’s more, they also saw a reduction in customer calls about delivery status (30%), disputes and claims (25%), and failed deliveries (10%).

The real question in all this is how quickly and assuredly you can achieve such gains in your logistics or trucking operation. That’s where aligning with a business process outsourcing (BPO) partner comes in. An expert BPO provider engaged for your business will deliver customizable, scalable solutions that can be implemented rapidly to benefit your bottom line while building customer satisfaction, day after day, round the clock.

Where to dazzle

Client-facing arenas in which Haulmate can dazzle your customers while boosting your operational efficiency include scheduling and rescheduling pickups and deliveries; providing real-time load tracking via phone, text, email, or logistics software of choice; uploading images for verifying freight claims; and enhancing third-party security via advanced data security with real-time monitoring and alerts.

And all communications with your customers are clearly conveyed by our team members, who are available 24/7 to take calls and take action to keep things rolling smoothly for you and your customers. For example, load-tracking by Haulmate even includes a built-in escalation program so that we will reach out the moment an issue requires extra attention.

Put your operational needs— and your customers— confidently in Haulmate’s hands and gain time and energy to focus on strategizing for new business and steady growth along your stretch of the supply chain. To discover how we and our dedicated team members can improve your efficiency and grow customer satisfaction, reach out to Haulmate. We’re here, like you, 24/7.