Customer Expectations Drive New Technology Changes for Logistics in 2020 – Resulting in Customer-Focused Logistics

If you’re going to be a top-performing logistics company and achieve measurable results, you will need to adapt to the numerous changes in the transportation industry and deliver an exceptional customer experience. Industrial customers in the logistics transportation industry include both B2B and B2C segments from manufacturers, online retailers, wholesalers, retailers, logistics service providers (LSPs) to private consumers.

Customer service, customer experience, and customer satisfaction are uniquely intertwined and tied together playing an integral role in helping freight companies improve their brand and prove their worth and business value. Logistics is the management of purchase, delivery of raw materials, packaging, shipment and transport of goods and moving products and materials to packaging products for storage and shipment.

Enhance Customer Experience

1. Encourage customer collaboration by offering an opt-in loyalty program with perks
2. Seasonal rewards with offers, incentives or gifts
3. Providing superior two-way communication throughout the shipping process
4. Implementing automation software to help with personalized messaging
5. Fast website load time that is designed for both accessibility and usability
6. Building a site that works intuitively and instinctively and that is both simple and easy to use

Customer Are Expecting I Logistic Companies Need to Deliver

• Seamless experience and they demand visibility, flexibility and insist on superior support from their freight carrier. Carriers should always be in good standing with a reputation of excellence.
• Convenience, great pricing, flexibility, simplicity, and a deeper personalized approach.
• Improving order fulfillment, maximizing robotics, package tracking.
• Adding automation tools is essential in building a successful and positive customer journey that results in faster order processing, accuracy, and on-time delivery.

Digital Intelligence Applications and Scheduling Tools cut down on human error, aids in reduced warehouse staff. Increases order fulfillment, automates inventory processes for counting products faster.

Creating an Omni-Channel Software and Strategy promotes better customer service, improved insights, and inter-connected intelligence across the supply chain, increased analytics and scenario testing before real-world implementation.

Building Smart Improvement Projects

• Invest in a robust and more resilient infrastructure and network.
• Create educational content and personalized customer messaging
• Optimize mobile for smartphones and tablets
• Develop autonomous processes, combine intermodal transportation
• Conduct a full ROI Analysis of all costs associated with technology improvements
• Communicate to the team and customers your objectives.
• Lower freight cost to adding a cloud-based TMS system
• Streamline Logistics Operations by adding Radio-Frequency Identification (RFID) asset tracking/tagging. Captures client profile data and is highly effective for maximizing items or employee movements.
• Increase value-added services and data-driven marketing

5 Digitization Advancements to Improve Customer Satisfaction

1) Automation

Improves operations, simplifies sorting within warehouses and has sophisticated labeling on packaging.

Warehouse Automation Software -This technology manages the entire warehouse operation and the automation tools help to streamline processes. It is an application to improve logistics operations, processes and is focused on automation and repeat tasks and manual processes.

Automation Software Helps To

• Computerize operations in the warehouse
• Better inventory control
• Improved documentation and reporting
• Reduced errors in repeat, process-oriented jobs

The Wide-Ranging Benefits of Automation

1. Warehouse space spacing
2. Improved productivity
3. Lowers operational and building costs
4. Well-organized efficient work-flow
5. process automation, reduced workforce
6. Safer processes and operations
7. Advanced workflows and tasks for higher ROI and lower lifecycle costs.

Automation applications make it easier for companies to track products as it moves through the warehouse with real-time data reporting.

Bar-coding, RFID tagging for digital tags speeds up the picking process and overall visibility. EDI communications for automated data exchange and creates on-demand warehousing and can report on market fluctuations.

Voice-Activated Tools creates a more accurate “order to ship” process. VA Tools remove the human error of processing orders in the warehouse, from picking to packing items to reduced fulfillment time. Helps to fill orders with fast, simplicity processing and ensure customer expectations are met with improved best practices that have year-round scalability for growth.

1. Tracks the movement, distribution, and storage of materials and digitizes the customer journey from managing orders across all channels in real-time.
2. Simplifies web orders, call center orders, B2B portal with synchronized inventory, CRM, ERP, and Ecommerce visibility that is customized to each business.
3. This application replaces manual steps in the order process and builds in automation for maximum efficiency and eliminates unnecessary inefficiencies.

2) Cloud Computing Technology and Cloud Storage

Private Cloud to Public Cloud models is available. Pulls data, resources and from servers and the client has access to the operating system and GPS data collection.

Logistics Management Software – Simple solution and easy access to data management and cheaper way to store and manage data and can be customized for transportation, freight-forwarding, supply chain and improves logistics processes and collect data in real-time.

Cloud Data is divided into three services

1. Platform (PaaS)
2. Infrastructure (IaaS) – Cost saving and cost-effectiveness
3. Software (Saas) – Access to customers

Warehouse Management System Software Tools – Warehouse management applications are cloud-based and can support third-party logistics companies to manage numerous customer processes and can include billing schedules in addition to coordinating data from purchase orders.

Some features have inventory, receipts, SKU items, manage stock levels easily and have barcode scanning with real-time information.

• Simplify operations
• Inventory accuracy
• Process invoices faster and easier payments
• Reduce expenses, enhanced inventory visibility
• Enhanced security, inbound and outbound optimization
• Continuous improvement, just-in-time inventory, improved employee morale
• Gain a broader understanding of schedules, tasks, and workforce
• Improved Relations with customers and suppliers

WMS Encompasses

1. Work Order Management
2. Job Shop Floor Control
3. Material Requirements Planning
4. Cycle Counting
5. Automatic Ordering
6. Stock level updates in real-time
7. Can Predict Inventory needs to be based on sales
8. Warehouse automation and warehouse management can be integrated into a complete solution.

Shipping Tracking Software – Provides end-to-end tracking with real-time visibility on materials and shows current and past location data; in addition to live shipping rates.

3) Wearable Technology

Modern wearables consist of Google glasses, Blue-tooth devices, GPS tracking devices, wearable fabrics, wearable cameras, smartwatches, wearable clothing and allows data to be accessed from anyplace.

The Advantages of Wearable Devices – driver safety since it can detect driver exhaustion and input data can be accessed in real-time.

1. Warehouse managers have more accurate inventory count and better control of stored products.
2. Wearable gadgets track all customer data; interests and help companies make incremental improvements by collecting data in real-time and can be used as an overall marketing strategy.
3. Amazon has a patent design for traceable wristbands that will accurately track employee warehouse movements and the gadget will vibrate if the employee slacks off or stays away too long.

Wearable devices stimulate high productivity and strong profitability as well as superior quality work of staff. By 2021 – manufacturers and warehousing markets will be acquiring wearables and in 5 years 70% of facilities will be adopting wearable technology. Manual data entry will no longer exist and bar-coding and inventory audits can be done using this wearable technology.

Benefits are Impressive:

• Improves and Enhances Customer Service
• Boosts Communications
• Track employees health
• Manage Time Cards easier
• Reduces Sick Day
• Productive staff
• Helmets with sensors
• In-ear communication
• Hands-free safety harness
• Monitor employees for safety
• Voice Headsets
• Arm-mounted devices
• Multiple Modes of data can be accumulated and analyzed

4) Drones / Robotics Applications in Logistics Transportation

Drones increase the safety and efficiency of transportation and Robotics are a smart choice for fast, accurate movement of filling orders.

Drones have multiple applications from delivering packages to remote areas or congested urban areas the benefits are huge and rural locations are not a problem. Freight companies can use drones in over-populated areas including reduced driver risk to high crime areas since drones can take the place of a delivery truck.

Impact of Robotics in the Supply Chain and Order Fulfillment Process

1. It can help with loading and unloading of containers for improvement in warehouse efficiency and saves time, money and adds safety to employees.
2. Robots can significantly speed up the order transport process
3. Minimizes shipping costs, and using a robot to unload goods without the use of pallets. It’s fast and out of harm’s way and securely placed on the shelf.
4. Has the ability to quickly sort through incoming and outgoing packages and checks for damages and defects to boxes.
5. Robotics has the intelligence to offer drivers faster routes or recommend a better course of action.
6. Lifting heavy objects or goods is easy for the robot and offering more efficient ways to build a productive warehouse

Benefits of Drones in Logistics

• Reduced drivers
• Faster deliveries
• Drones can operate 24/7, 365 days
• Driver, staff and less movement in the warehouse
• Decrease operational costs
• Lower Shipping
• No more delivery routes and other logistical challenges
• Reduced returns
• Faster resolution with drones in route
• Saves company money

Logistics operations can implement

1. Self-driving vehicle technology in shipping yards, stockrooms, storerooms and
2. autonomous forklifts and driverless warehouse trucks
3. Self-directed semi-trucks to adding long-haul vehicles

5) Augmented Reality / Virtual Reality

Augmented Reality Enhanced Warehouse Application – AR is a machine learning tool that increases productivity and can streamline logistics operations. Has the ability to quickly locate the product at the warehouse, simplify training, reduces business processes, eliminates manual steps and can perform multiple actions with on the spot instructions.

• Creates3D image of the warehouse for improved navigation.
• Generates 3D packing illustrations on how to correctly box the items.
• 3D images are produced of the product and knowledgeable instructions on how to repair if a defect appears.
• Speeds up repair time, ship time and warehouse time, including giving the warehouse a facelift with all the new capabilities it can do to help employees move products within the warehouse or outside the stockroom quickly and effectively.

Virtual Reality – VR has the capability for warehouse planning, offers a variety of scenarios of warehouse management, recreates different environments before planning and has a comprehensive awareness of material flow.

1. Helps with safety, training employees and emergency procedures.
2. Recreate accidents in virtual reality, to help better prepare employees for predictable outcomes.
3. Manufacturing facilities, warehouses, and distribution centers have access to real-time data for better planning, shipping, and managing of goods.
4. Products are delivered on-time with the transparency of package contents.
5. Reduces errors, improves security with facial recognition technology.

Improving Operations in Logistics Management

Enhance Business Development I Add Green Logistics Add modern wearable technology, low-energy Bluetooth devices. Reducing waste, adding green transportation and ensuring sustainability. Reducing overhead costs and eliminating waste products and reducing emissions, since customers are aware of greenhouse gases and the high carbon footprint from freight companies.

Adapt to Changes in the Industry Incorporating digitization, industry trends and technology could bring a high return on investment opportunities with improved data, analytics, and real-time reporting.

Keep an Efficient Inventory: Prioritize quality control, inventory levels and offer varied delivery services. Flexible freight options for customers are key values. Give drivers, agents, sales representatives, and logistics coordinators cell phones to manage and communicate the entire order cycle from beginning to delivery.

Educate and Inform Team Have planners educated on how packages are shipped to customers (Document the mode of transportation) Planners should be able to speak about the customer order at every point in the shipping process from beginning to end. Implementing customer service training to help your new and current employees is the first step.

Modernize methods of logistics management software systems Incorporating cloud-based technology lets staff have access to data anywhere and anytime, resulting in better communication with the customer.

Many businesses are well aware of customers having high expectations and wanting to be heard. Maintaining an exceptional approach to communication with the client at all times is imperative.

Must-Haves for Achieving Customer Satisfaction in Transportation

1. On-time delivery of goods
2. Safe proper handling, superior quality control, and safe transport
3. Dependable qualified service carriers
4. Skilled, experienced and knowledgeable staff
5. Multiple modes of transportation
6. A trained customer service team
7. Regular maintenance of freight equipment
8. Cloud-computing software, AI and big data

The Increase of the Amazon Effect – Changing Freight Transportation

Delivering the same day has become commonplace and the impact of Amazon has pushed companies to add more and more technology to try to compete. Customer satisfaction – Logistics transportation companies need to provide excellent on-time delivery, exceed expectations, superior customer service, share your values, be honest and transparent, become an expert and create a sense of community.

Prime Air delivery drone and autonomous drone technology are here and highly advanced combined within behind the scenes technology such as Blockchain, IoT, machine learning, and artificial intelligence which has given Amazon the power to stay at the top.

Amazon has everything, does everything and improves its delivery commitment to customers and in a simple, easy to order way and promises to have it at your door instantly.

Amazon is designed to safely get packages to customers in 30 minutes or less using unmanned aerial vehicles called drones. Reduced time between orders and delivering packages by independent drivers are done at an amazing speed and highly accurate.

Amazon is a threat to online, retail and even transportation companies because they are ever-changing, evolving and growing to meet customer demands. Customer satisfaction is a top priority and changes are done to meet customer needs and implemented at tremendous speed and efficiency.

Amazon has won multiple awards for addressing problems with customers quickly and with a customer-centric attitude. Amazon has a superior vendor relationship that allows fantastic and same-day delivery and a heavy focus on customer experience.

The Takeaway

Logistics customer service is the pulse of transportation and delivering a personalized approach from greeting the client by name to providing exceptional educational content will build loyalty and trust. Superior customer experience and keyword-rich web content to create a smooth seamless experience that drives customer conversion and inspires engagement and loyalty.

Leverage Customer-Focused Logistics Strategy

• Create Tailed-Made Automated Solutions – Shippers, 3PLs and carriers are exploring new tools, technology, and software applications to help with contract negotiations and to improve customer satisfaction. Warehouse managers are finding innovative ways to simplify processes to improve operations and help aid in more streamline management tactics.
• Enhancing Productivity – Shippers can proactively anticipate issues, fix problems quickly, and incorporate a carrier rate management strategy. Build a mentoring program within teams; create programs that support inputs by others, sharing past and positive customer orders and interactions.
• Look For Outsourcing Opportunities – Outsourcing is a good way to lower costs and to outsource some of the more difficult operations to supply partners. It is the fastest and cleverest way to improve. Deeply understanding how your supply chain performs, investing in a transportation management system and conducting a full cost analysis will ensure positive ROI results.
• Build Globally Operational Network – Finding lower production costs at production facilities; many can be found across the globe and overseas. Find innovative ways to decrease overhead. Work directly with third-party companies for reporting, analysis, and conducting transport benchmarking to gain valuable insights will improve customer experience.

Strategic Customer-Centric Thinking

• Build a customer-centric culture, team, website and brand

Develop a client-centric approach and adopting a buyer-driven mindset that satisfies the client’s immediate needs and requirements will set you apart from the competition. Greet clients with a smile and having a polite, professional and courteous attitude.

• Understand how the client searches online and arrange web content with industry keywords

Your audience uses and searches business terms; organizing content in logical categories, themes, topics or subject matter that are placed into a tiered hierarchy of sub-categories creates effective web content.

• Delivering high-quality customer service, coach teams for fast, accurate and relevant data

Engage your audience with conversational style writing that is clear and consistent with your brand. Small changes can have a big impact on providing valuable educational content to help connect with the client and recognizing opportunities for strategic partnerships.

• Maximizes warehouse space can save businesses thousands of dollars

Companies can now offer overnight shipping with ease and create a more competitive edge. Data gathered is displayed as dashboards, graphs, maps, and reports. Incorporating warehouse management technology to manage warehouse operations combined with warehouse automation tools to help streamline manual processes into automated steps.

Logistic companies need to move with the times and think differentially to meet the needs of every client. Logistics managers need to have the ability to see the big picture, continually seek process improvements, be an expert in project management and effectively problem-solve with the ability to process order changes quickly and efficiently.

Building a team that is educated and working with qualified carriers increases positive outcomes. Adding the right smart tools, incorporating green logistics and continuing to improve and evolve will help businesses stay competitive.

Combine Industry Technology and Digital Marketing Tools

• Telematics, Electronic Advancement Devices and GPS Fleet Tracking Systems
• Opening new revenue streams with eBooks, white papers and case studies
• Strengthening your brand with blogs, videos, audio, RSS feeds and podcasts
• 3PLs can be used to gain different types of freight options for shipping items domestically or globally with affordable options that can help provide transparency and improved costs, and delivery times.
• The more you deliver on your promises to your customers and provide perks, the more loyalty, trust, and higher profits.
• Transportation is a service-driven industry and delivering on time and at a good price is at an all-time high and companies who incorporate digitalization and big data is a smart business decision, giving them a competitive edge.
• Consistent and predictable results, delivering on time, providing great customer service, resolving issues fast and communicating well will strengthen customer relationships and build trust and brand recognition.