Building lasting relationships in logistics: A shipper’s perspective

GoBolt innovates with sustainable logistics and tech-driven efficiency

importance of customer service in logistics

Technology has become crucial in today’s organizational landscape and is no longer a “nice to have” addition, as Olson explained her third leg of the stool. Once a carrier understands the customer’s needs and has services that will meet them, the discussion can turn to pricing. Your support helps TechNode continue to provide credible, on-the-ground journalism and industry insights about the Chinese tech industry. Every Wednesday and Friday, TechNode’s Briefing newsletter delivers a roundup of the most important news in China tech, straight to your inbox.

  • Last mile delivery refers to the final step in the shipping process, where goods are transported from a distribution center to the end customer.
  • Consequently, digital transformation plays a crucial role in helping enterprises remain competitive in an industry rich with opportunities yet fraught with challenges.
  • Technology such as the Internet of Things, AI, blockchain, and big data helps track and manage goods, increase transparency and enhance customer experience.
  • With conditions shifting daily, Nova Post had to keep its finger on the pulse to make fast yet balanced decisions.
  • As e-commerce continues to dominate the retail landscape, the demand for quick, convenient, and eco-friendly delivery solutions will only increase.

JD’s comprehensive supply chain solutions, including JD Express, will now be available to Taobao and Tmall merchants, covering warehousing, courier services, and transportation across the supply chain. In today’s fast-paced logistics landscape, the ability to offer consumers quick and convenient parcel services is more important than ever. Automated Parcel Machines (APMs) are becoming a central part of this evolution, providing self-service options for sending and receiving parcels that save time for consumers and streamline operations for logistics companies. With an average annual growth rate of per cent, Vietnam’s logistics industry is currently under pressure from generating large amounts of emissions, especially in transportation and warehousing. Applying green logistics solutions not only help reduce emissions, but also increases competitiveness when international customers and partners are prioritising logistics service providers that aim at green logistics and have a complete service ecosystem. Vietnam’s logistics sector has emerged as one of the fastest-growing globally, driving an influx of foreign companies into the market.

Ensuring that client data is secure and operations are protected against potential breaches is essential for sustainable growth. Companies like INH Transport take a cautious approach, implementing technology with due diligence to avoid compromising their clients’ trust or their operational stability. Leverage Technology and Innovation

Building an effective logistics system in an emerging market is no easy task. Technology such as cloud computing, big data, robotics, and Artificial Intelligence can help you manage your logistics operation efficiently and minimize costs. It helps analyze how many goods are left in stock, which prevents disruption in operation if a particular product is no longer available. Implementing technology will also improve communication and collaboration with local partners, improving your business visibility in the market.

Why Outsourced IT Support Los Angeles is the Smart Choice for Companies

“Digitalisation and automation not only optimise operational processes and reduce costs but also significantly enhance service quality,” Phong said. Anh also impressed the raising awareness of the importance of green and smart logistics in the business community and society will create pressure on businesses to change, thereby promoting demand and investment in the sector. Based on that, it is important to implement digital strategies effectively in the current context. « Our ultimate goal is to reduce costs for both consumers and the company. In Vietnam, finding the lowest delivery price isn’t possible; rather, we aim to continuously lower rates for our customers, » stated Viettel Post’s deputy CEO.

importance of customer service in logistics

If each party selects different sectors, warehouses, and products, it will be challenging to achieve significant time and cost savings,” Son said. Vietnam SuperPort, a joint venture between YCH Group of Singapore and Vietnam’s T&T Group, is poised to enhance Vietnam’s logistics capabilities in the global supply chain. On October 28, further reports revealed that Cainiao, Alibaba’s logistics arm, will integrate itself with JD’s third-party platform. This integration means JD’s third-party merchants can choose between Cainiao Express and Cainiao’s large-goods services. With the systemic integration already in place, some Taobao and Tmall merchants have opted for JD Logistics, and consumers can now track their packages via the Taobao and Tmall apps.

Europe’s Hidden Parcel Locker Powerhouse: the leading network… that you probably haven’t heard of!

Dao Trong Khoa, chairman of the Vietnam Logistics Business Association, shared with VIR’s Bao Giang about the emerging directions for logistics companies. In addition to enhancing operations, technology fosters collaboration in the transport sector. Advanced route mapping, which incorporates ChatGPT App driver health and fatigue considerations, is a clear example of how digital tools can work in harmony with human needs. By factoring in recommended rest stops and preferred routes, technology can support driver well-being and improve road safety, aligning with Australian transport standards.

This may be why e-commerce leaders Taobao and JD.com kicked off their presales on October 14, while platforms Douyin, Kuaishou, Xiaohongshu, and Pinduoduo launched theirs on October 8, 10, 12, and 14, respectively. Meanwhile, competition among platforms for Double Eleven traffic has intensified, with each platform ramping up efforts to engage consumers and maximize gross merchandise value (GMV) while building long-term loyalty. While APMs are becoming a standard feature of the logistics landscape, Nova Post’s journey is particularly unique. The war in Ukraine brought significant logistical and safety challenges, from maintaining infrastructure to keeping staff safe. Despite these obstacles, the Ukrainian logistics operator has not only maintained its domestic network but expanded its reach across Europe, opening access to their network to people from 15 European countries. While observers will typically discuss players such as InPost, GeoPost (La Poste), PostNord or Deutsche Post & DHL as the one key network is often left below the radar screen.

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The company has responded to customer feedback to enhance services, such as introducing the “Shipping without packaging” feature. This service allows customers to drop an item in the APM without packaging or labeling; Nova Post’s couriers then pack and label the item based on the customer’s online order. While algorithms and automation can suggest optimal routes or monitor fatigue, there is no substitute for a driver’s experience and judgement in challenging situations. The best use of technology in this field is to enhance the safety and efficiency of human operations, not to overshadow them. Freight companies like INH Transport understand the importance of integrating technology in a way that supports and respects the contributions of their teams. Canadian logistics company GoBolt is transforming how retailers manage fulfillment and last-mile delivery.

importance of customer service in logistics

As Scania’s goal is to be the single point of contact for all electrification needs, the company also offers services for everything relating to planning, such as installation, commissioning and civil works. “As our customers operate in complex logistical environments, we often suggest a combination of charging strategies,” says Milosavljevic. Finally, tying technology to pricing, Olson suggested that reporting is one area where she finds hidden costs in the sales cycle.

Drawing from deep project experience, ABeam is deploying digital twin technology, which integrates grid data and AI to digitise massive datasets such as transportation routes and modes. By analysing these with AI, clients benefit from continuous monitoring, allowing clients to easily track and enhance systems. With real-time tracking capabilities, customers gain greater transparency regarding their orders, fostering a sense of control and satisfaction. The option for flexible delivery times and locations also empowers customers to choose what works best for them, further elevating their experience. While digital tools bring operational benefits, they also expose companies to cybersecurity risks.

As the company looks to the future, its dedication to embracing technology and innovation remains a driving force behind its continued success. To attract investment in green and smart logistics, According to Anh, Vietnam needs to build a clear and attractive legal environment and preferential policies. The government can implement tax and financial support policies for businesses investing in green infrastructure and smart importance of customer service in logistics technology. The integration of artificial intelligence (AI) and machine learning in last mile delivery software is another trend to watch. These technologies can enhance predictive routing capabilities, analyzing vast amounts of data to determine optimal delivery paths and anticipate customer behavior. By leveraging AI, businesses can better adapt to changing conditions and improve their operational responsiveness.

We are concentrating on waterway infrastructure and have a very concrete aim towards greening. “Depot charging is often complemented by public charging when out on the roads, as well as installed chargers at warehouses or other places where the drivers reach their destination. Scania is also expanding its services in the service network to include charging and we have recently launched a service to simplify public charging, Scania Charging Access,” Milosavljevic explains. Chargers at the haulier’s depot can take care of most of the energy needs, between 55 and 80 percent of the charging needs depending on the application. Here, the vehicles are often charged overnight or at other times when they are not in use so that they are fully charged before they are deployed for the day. Equally important for a successful electrification journey for any haulier is to get an optimal charging solution in place.

As e-commerce continues to dominate the retail landscape, the demand for quick, convenient, and eco-friendly delivery solutions will only increase. APMs will remain a key part of this shift, offering a scalable and efficient way to handle growing parcel volumes without putting additional strain on traditional delivery networks. It is time for logistics companies to embrace green transition, digital transformation, and business model restructuring.

The Role of Leadership in Advancing Logistics and Supply Chain – Mondelez International

The Role of Leadership in Advancing Logistics and Supply Chain.

Posted: Wed, 10 Jul 2024 07:00:00 GMT [source]

As technology continues to evolve, the future of last mile delivery is poised for remarkable changes. One of the most significant trends is the rise of automation and robotics in the delivery process. The development of drones and autonomous vehicles presents an exciting opportunity to enhance delivery efficiency. Drones, for instance, can navigate difficult terrain and avoid traffic congestion, enabling faster deliveries, especially in remote or hard-to-reach areas. In March 2024, it introduced AI tools that can cut merchant operating costs by as much as 50%, accelerating product listings and creating realistic virtual digital influencers who host 24/7 live streams. In April, Nova Post launched its services in Spain, offering fast and easy delivery of documents, parcels, and cargo up to 1,000 kg.

Digitalisation paves way for logistics market to compete

Much of this unprecedented growth was experienced over the last three years, according to Hawk Logistics CEO, Miguel Vitug. This chance was taken by Amrit Paul and Harmanpreet Singh, two university students who saw potential in the market for a new kind of logistics operation. The content on this website is protected by the copyrights of Retail Insider Media Ltd. or the copyrights of third parties and used by agreement. The company ChatGPT currently operates in ten major metros in Canada and the U.S., and there are plans to enter new markets next year. “Our retail partners are asking us to expand into new regions, and we’re excited to grow alongside them,” Ang noted. Since its inception in 1994, Air Logistics has expanded from a single office at East Midlands Airport to a global network spanning 57 countries across six continents, with nearly 400 employees.

At the moment there is underfunding, but it is also not very well promoted as an alternative. According to the leading GHG Protocol corporate standard, a company’s GHG emissions are classified into three scopes. You can foun additiona information about ai customer service and artificial intelligence and NLP. Scope 1 and 2 are mandatory to report, whereas Scope 3 is voluntary in some cases and is the hardest to monitor. However, companies succeeding in reporting all three scopes will gain a sustainable competitive advantage.

Make sure technology is appropriate

Yap Kwong Weng, CEO of Vietnam SuperPort, said countries were committing to ambitious carbon reduction targets. Meanwhile, companies are embedding sustainability into core operations, driving carbon reduction. In this context, governments are fast-tracking actions to meet 2030 targets, demanding rapid business adaptation. In Vietnam, regulated facilities must prepare GHG inventory every two years starting in 2024 and submit a GHG reduction plan by next year. This gives confidence to leaders, employees, users, and customers, and is a foundation for long-term green models,” Phong added.

In today’s fast-paced world, the importance of last mile delivery in logistics cannot be overstated. As consumers increasingly demand quick and efficient shipping solutions, businesses are challenged to meet these expectations while overcoming various logistical hurdles. Last mile delivery refers to the final step in the shipping process, where goods are transported from a distribution center to the end customer. This segment of the supply chain is critical, as it significantly impacts customer satisfaction and overall operational efficiency. As the logistics industry continues to evolve, businesses that embrace innovative solutions will be better positioned to meet customer demands and navigate the challenges of last mile delivery. The integration of automation, AI, and sustainable practices will redefine how deliveries are made, enhancing both efficiency and customer satisfaction.

importance of customer service in logistics

Despite its advantages, technology cannot replace the hands-on expertise and decision-making required in freight transport. Australian freight companies rely on skilled drivers and operations teams to manage the complex and often unpredictable factors that affect deliveries—such as weather, road conditions, and cargo sensitivity. For companies considering TMS or other digital solutions, robust cybersecurity measures are crucial.

  • Parcel lockers also enable parcel consolidation, helping logistics operators optimise delivery routes and reduce operational costs.
  • Implementing technology will also improve communication and collaboration with local partners, improving your business visibility in the market.
  • For manufacturers, this means pivoting from a reliance on short-term sales growth to a strategy that emphasizes lasting engagement.

Case studies can be a good aid for showing a customer how the carrier has solved similar problems for other customers—but make sure those case studies are on point. Complicating matters, sometimes that customer—or the person taking that first phone call—might not know what they need or can’t quite explain it. Providing a shipper’s view at the Carrier Logistics Inc. user conference here, Olson noted when she began her career in logistics 30 years ago, the TMS was a prototype developed by an air carrier, and Microsoft Windows was new.

importance of customer service in logistics

By integrating telematics and GPS into their system, GoBolt created an Uber-like experience for consumers, significantly reducing the need for customer service inquiries. Additionally, customers can make last-minute adjustments to their delivery locations through GoBolt’s app, providing more flexibility and improving the overall delivery experience. To address fragmented logistics hubs and an ever-changing business environment, ABeam Consulting has developed the Coupa digital twin, enabling clients to prioritise data analysis for operational cost reduction and optimisation. Air Logistics Group is a global leader in air cargo GSSA solutions, providing comprehensive air freight solutions to airline clients and freight forwarding customers worldwide. Meanwhile Cathay Cargo is thrilled to announce the order of six A350 freighters, which will start delivery in 2027 which will further enhance its network expansion and enable us to meet the increasing worldwide demands for cargo transportation.

You should also develop detailed policies and procedures, update them regularly, and make them accessible to all staff members that need to have access to it. In 2019, the company made a significant pivot towards 3PL and last mile logistics, focusing on enterprise-level services. Today, GoBolt operates over 1.5 million square feet of space across ten markets, offering both fulfillment and last-mile delivery services to businesses in Canada and the U.S.

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