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Follow on Google News | New AEB white paper offers tips on delivering greater customer satisfactionShipping delays: how pro-activeness can turn bad news into an opportunity to improve customer service.
Customer satisfaction is a key factor for the success of any business. Happy customers are more loyal, more likely to recommend a business, more open to cross-selling, and less sensitive to price increases than unhappy customers. While the main focus is of course on the quality of the purchased product, there is another essential factor driving customer satisfaction: But tracking the status of a shipment in the various transport service provider systems can be complicated and time-consuming. This is where specialised IT solutions come in. These visibility platforms make it easy to collate information from disparate sources and in different formats. Typically linked to host systems, such as a shipping solution, they can obtain information on the status and content of individual packages and consignments and make it available to all relevant supply chain partners. Ideally, companies should allow customers access to this information platform, enabling them to track their orders online and see the expected delivery date as well as any changes due to delays. Visibility platforms also have another benefit: they can help companies to optimise their own logistics processes. By mapping predefined milestones, updating statuses and monitoring when they are reached, the software helps to identify the source of the problems and initiate corrective actions. Recurring delays on certain routes or with specific milestones can be taken into account for future planning, be it by ensuring that picking operations begin earlier or by assigning more employees when order volumes are high. Visibility solutions can also generate reports and analyses to evaluate the reliability and on-time performance of transport service providers. Repeated violations can trigger the appropriate actions – including the replacement of unreliable carriers with more reliable partners. In short, using visibility solutions to optimise internal logistics processes can make companies more reliable and responsive, which in turn increases customer satisfaction even more. The expense of setting up this type of system can pay for itself, as a 2011 study[1] (http://#_ftn1) by market research firm Aberdeen Group showed. Nearly 30 percent of those surveyed indicated that they expected a return on their investment in less than one year after introducing visibility software, and the average expected ROI was 18.2 months. Claire Umney, General Manager at AEB (International) AEB’s new white paper “Delivering greater customer satisfaction” - Ends - Contacts For further information, photos or interview requests, please contact Andrea Krug, Krug Communications Ltd, tel. +44 (0)7740 245 867, email: andrea@krugcomms.com. About AEB (www.aeb-international.co.uk) AEB is one of Europe's leading providers of supply chain logistics software and has been delivering solutions to customers for over thirty years. The company has over 6,000 customers worldwide and is headquartered in Stuttgart, Germany, supported by offices in the UK, Switzerland, Singapore and the US. AEB’s core product - ASSIST4 - is the comprehensive solution suite for all logistics processes in global business. ASSIST4 offers a complete set of business services for end-to-end logistics, including international goods movements, making it possible to standardise and automate business processes in supply chain execution. ASSIST4 also creates transparency and provides a reliable basis for making the right decisions about the planning, monitoring, control and continual optimisation of supply networks, even beyond the boundaries of the business. The ASSIST4 suite offers full functionality via a wide range of modules including Visibility & Collaboration Platform, Order Management, Warehouse Management, Transport & Freight Management, Customs Management and Compliance & Risk Management. [1] (http://#_ftnref1) End
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