Real-time Visibility and Tracking
In this day and age of instant communication, when a customer wants to know the status of their order, they want to know right away. Currently there is lot of fuzziness on the delivery status of their merchandize. While there is no dearth of information from various stakeholders in the supply chain, there is lack of meaningful analysis of the information and actionable insights for the customer.
When your customer service team receives a call from the customer to check the status of their order, they need to have real-time information on the full details about the order. Just knowing the driver’s location is not sufficient. They need an accurate ETA that considers real-time traffic. Inputs on the loading/unloading time from the truck, delay at the delivery site need to be included to predict the ETA accurately for the next delivery. Therefore, drivers should have a provision to add this information so that the machine learning algorithm can work on it.
Customers need to know the status of the order and notes that were entered by other customer service reps etc. This way, the customer calling truly feels that they are being helped and the delivery organization fully understands what’s happening. Trust on the capability and transparency of the organization is enhanced with the customer.
Many customers don’t even want to call customer service. They have their priorities to battle with and manage. Customers may not want to call, wait for assistance from the other end either. Ideally in this era of smartphones and highly connected digital world, the customers want to look up the status of their orders whenever they want to. Even better, the status is being proactively pushed to them via email, text and phone calls, so they feel assured and can better plan their day.
In order to meet these modern-day demands and expectations, your delivery organization must be equipped with software that is fully connected, all the way from the inventory management system, to dispatch & routing system, and the driver’s system. It must be intelligent and have predictive algorithms to give accurate ETA’s. The software should allow you to track the status in real time and give you accurate information.
In this day and age of instant communication, when a customer wants to know the status of their order, they want to know right away. Currently there is lot of fuzziness on the delivery status of their merchandize. While there is no dearth of information from various stakeholders in the supply chain, there is lack of meaningful analysis of the information and actionable insights for the customer.
When your customer service team receives a call from the customer to check the status of their order, they need to have real-time information on the full details about the order. Just knowing the driver’s location is not sufficient. They need an accurate ETA that considers real-time traffic. Inputs on the loading/unloading time from the truck, delay at the delivery site need to be included to predict the ETA accurately for the next delivery. Therefore, drivers should have a provision to add this information so that the machine learning algorithm can work on it.
Customers need to know the status of the order and notes that were entered by other customer service reps etc. This way, the customer calling truly feels that they are being helped and the delivery organization fully understands what’s happening. Trust on the capability and transparency of the organization is enhanced with the customer.
Many customers don’t even want to call customer service. They have their priorities to battle with and manage. Customers may not want to call, wait for assistance from the other end either. Ideally in this era of smartphones and highly connected digital world, the customers want to look up the status of their orders whenever they want to. Even better, the status is being proactively pushed to them via email, text and phone calls, so they feel assured and can better plan their day.
In order to meet these modern-day demands and expectations, your delivery organization must be equipped with software that is fully connected, all the way from the inventory management system, to dispatch & routing system, and the driver’s system. It must be intelligent and have predictive algorithms to give accurate ETA’s. The software should allow you to track the status in real time and give you accurate information.
“DispatchTrack has brought our delivery and services departments closer than ever and it helps our decision-making process.”
— David Baer
Vice President, Baer’s Furniture
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