In logistics, delivery times and customer service are linked because the final consumers’ satisfaction depends on punctuality.Currently, one of the pillars of competitiveness is having the business experience translated into a good customer service.
Reaching this level of excellence in attention involves, among other things, an optimized logistics process that makes sure products are delivered on time, in the best conditions, and by professional staff trained in handling the type of product they are delivering.
Today, with the immediacy consumers are getting used to, thanks to technology and to the quickness offered by e-commerce giant Amazon, this indicator of customer satisfaction is getting increasingly high and more difficult to reach.
You should work on many fronts if you wish to reach better delivery times, as shown on this chart:
Generally speaking, there are six areas you should focus on:
It may sound strange but managing a fleet efficiently can be the factor that sets you apart from your competitors.
There are currently management systems that offer amazing capabilities such as traceability, alert programming, driver monitoring, temperature and vehicle speed sensors, and many others that yield invaluable data to help us improve the delivery and customer service processes.
However, when it comes to operational issues, making a fleet profitable involves issues such as preventive maintenance, efficient driving, internal auditing, certifications, and fleet renovation.
Managing a fleet to make it more efficient also means to optimize the work hours throughout the chain and improve the company’s competitiveness.
Being a competitive company today involves not just boosting profitability through increased productivity and lower operational costs but also fully meeting the expectations of clients.
A bad service during the delivery stage may be the factor that pushes clients to switch brands or suppliers, regardless the product’s quality or price. If you do not have the vehicle or staff capacity to guarantee on time deliveries, consider outsourcing that part of your supply chain.
Think about how the experience you offer to your clients is the issue that sets you apart from your competitors.
*This blog was originally published on May 15 2019 and modified on May 17 2022.