For many transportation companies, gaining and retaining customers is a huge deal. Once a customer signs up for a shipment or two, you can easily still be vying with your competitors for loads three, four, and five. So how can you better serve your customers? How can you best engage with them, while still being able to balance everything else on your plate?
Utilizing CX for transportation and logistics software, such as a customer relationship management (CRM) system, can go a long way in establishing a relationship with customers and keeping them around. When you have CX software that focuses on logistics, you can customize the process to meet your specific needs. Whether you need to integrate your CRM data with your TMS data or have a clearer understanding of every step of the transport process, having proper software can extend your capabilities far beyond any Excel program a company may rely on.
Here are 5 benefits of CX for transportation and logistics companies:
In any business, silos can be real challenges. But for transportation companies, they can be even bigger headaches. If a customer calls wanting to know where an order is, they will quickly get frustrated when their simple question doesn’t receive a simple answer.
A CRM system includes all the data about leads, prospects, and customers. So everyone who needs to see it can.
Once you add in integrations into other software, you have broken down significant boundaries. Now anyone who gets a call can look up the caller’s data and handle quick information. And if it needs to be passed off, you can send it to the right person. Your team can now better monitor the workflow and communication with your customers.
Even better, onboarding new employees moves faster when they can have all of a customer’s information at their fingertips—instead of having to engage with multiple team members, just to get a glimpse.
Not only does CX-centric software help your team gain information more quickly, it also streamlines their work processes by automating routine tasks. From the beginning of a customer’s journey to the end, you can automate processes, such as receiving requests, assigning them to managers, managing orders, and invoicing.
Your customers want fast, accurate support. And with proper CRM software, you can provide it to them.
Both logistics and transportation have a lot of moving parts, on and off the road. Understanding your customer’s needs is important. Having the ability to forecast their needs? Even better. When all your data is connected and accessible, you have a better data management system and way better reporting capabilities.
For instance, with integrated, CX-focused software, a manager can look through a client’s previous orders to see if there are any spikes or valleys in their loads. Maybe a client ships live plants. If so, you always reach out to them right before spring time—every year, like clockwork.
Yet once you have your CRM data in place, you uncover that winter loads spike up, too. Previously, you never considered the Christmas tree market for this client.
Ultimately, you can analyze all your previous interactions with customers, prospects, and vendors.
When you have better insight into your customers, your marketing team can build better, more accurate buyer personas. They can also create better sales enablement collateral for your sales team, which means they can close more deals.
By adopting a CX system to manage your customers, your sales and marketing teams can:
The better the workflow, the better the cost efficiency. The more you can automate mundane tasks, the more your team can focus on speaking to clients one-on-one and handling more difficult tasks.
When applicable, let the software do the work. For instance, if a client sends in a new billing address, one team member may have to upload that information into the accounting system. If your accounting is integrated with your CRM software, then that information can get sent directly. There is no need for another team member to have to go into another system to update that information.
Or worse, the information never gets updated in all the places it needs to, and no one knows the best address—because it’s inconsistent throughout your systems.
CX for transportation and logistics software allows you to eliminate such mistakes.
If you are already using CRM and/or TMS software, then you have already begun to see the value of putting an emphasis on the customer experience.
It’s the same with the structure of the supply chain. When all the pieces of your technology come together and work together, it’s a better experience. And a better customer experience can lead to more business.
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