Month: July 2019

  • Historically, the term logistics has been associated merely with the transportation of goods from points A to B. In the last couple of decades, however, its scope has broadened to include complementary services such as packaging, storage, cargo handling, etc. As a result, customers are now also looking for these services from their suppliers. As technology has evolved, the expectations of customers have in turn risen even more. Traditionally at most export/import (EXIM) businesses, the logistics process would include people from operations, the factory team, and an external logistics service provider, whilst the marketing, business development, and finance teams would be involved in the documentation or other formalities. A relatively new addition to the logistics process is the customer service team. Initially thought of as an offshoot of marketing, the importance of the customer service department has grown exponentially. With growing competition, many businesses are realising the importance of customer satisfaction and how this is intrinsically linked to customer retention. A strong bond with your customer lays the groundwork for long-standing business ties. Although it is the marketing team that lays the foundation, it is your customer service team that builds strong, long-lasting relations on top through consistent client engagement. Here too, technology is poised to play a big part and this is evident from the adoption of various customer relationship management (CRM) tools already available on the market. The industry for CRM software is now valued over $40 billion and is poised to touch $80 billion by 2025 (IBM, Superoffice). As a result, many companies are now looking at other innovative avenues to add value to their CRM efforts and make them stand out from the crowd. Within logistics, one of the major opportunities to enhance the customer experience is to facilitate customer visibility over their cargo status. This...