Picture this: your team, tired and frustrated, dealing with one “Where is My Order” (WISMO) call and email after another. These calls consume so much of their work day that you can’t even stop to consider the customers who were lost or don’t bother reaching out because they are too fed up.
Many B2B transportation and logistics teams run their customer service departments as cost centers only focused on basic customer inquiries. But, they are using antiquated thinking. “Wowing customers” only gets you so far when they have to call in for every answer. Even the most well-run customer service teams need to think about how to invest in their customer experiences.
Building outstanding customer experiences in the transportation and logistics industry isn’t easy, but it is crucial to success. Stellar experiences improve customer satisfaction rates, foster loyalty, and – most importantly – boost revenue. Proactively addressing customer concerns significantly reduces costs, especially those associated with WISMO calls and emails.
That’s where telematics data comes in. By harnessing the power of data you already have, you can quickly elevate your customer experience game, reap all of its benefits, and optimize your operations all at the same time.
1. Complete Operational Visibility
Traversing customer demands and tight timelines can leave transportation and logistics managers, as well as customer service teams, in the dark about what’s happening throughout their operation. By integrating telematics data with information from other sources–like TMS, order systems, etc.– you can eliminate these customer blindspots. It allows you to track every step of your journey with real-time transportation updates and last-mile visibility. With customized telematics solutions, you can even anticipate potential issues before they happen to stay ahead of customer questions and those pesky WISMO contacts. You would have complete visibility and control from the very first mile to the last. Say goodbye to guesswork and hello to operational efficiency and customer satisfaction.
2. Seamless Customer Communication
We all know how important customer communication is. But, do you know how impactful it can be when working with customers in the context of their loads? Leveraging data from telematics allows you to communicate with customers more effectively. With integrations to Samsara, Motive Telematics, and Geotab, you will have seamless data exchange at your fingertips. No more scrambling through different platforms for an accurate update on an order. With this knowledge at your command, you’ll not only save time and effort but also cut costs and ramp up revenue in the process.
3. Faster Customer Service
Want to provide lightning-fast customer service? Building a common operational picture using telematics data and other sources can make it happen. With all the necessary information at your disposal, your customer service teams will be well-equipped to handle customer inquiries promptly and effectively. By centralizing telematics data with other operational data, all the information is organized in one place. The reduced response time will improve customer satisfaction, encouraging more happy customers and glowing reviews.
4. Automated Customer Alerting
Real-time notifications and alerts help your customers feel like they’re in the driver’s seat. Through telematics data, you can give them the control and visibility they desire. With a few clicks, you can enable automated alerts based on critical information. If an order is delayed or a potential issue arises, you can swiftly notify your customers and keep them informed. Proactive communication like this helps to build trust and loyalty with customers as well as save your business money. With customized telematics solutions, you can effortlessly keep customers updated every step of the way, no matter the situation.
5. Executive Dashboards
For any leadership team, having executive dashboards is a game-changer. Telematics systems are designed to efficiently collect, organize, and present data to operations users. However, Telematics data only provides a glimpse of the data story. By enriching your telematics data with other operations data into summarized executive views, you can understand business patterns and projections. The additional context lets you examine different dimensions of your business. Do you have a slow route, a demanding customer, or a driver performance issue? Do you need to rebalance route loads to help offset increased or decreased load sizes? Dashboards built from telematics data help you spot trends and make better-informed decisions for your transportation and logistics operations. Telematic executive dashboards empower you to make strategic decisions with unparalleled confidence.
Providing exceptional customer experiences doesn’t have to be a daunting task. You can streamline your operations and exceed customer expectations by leveraging telematics data and a tool like Coolfire Core. Coolfire Core is flexible work management software built for fast-moving collaboration. Transportation and logistics leaders leverage Coolfire Core to gain complete operational visibility, improve customer awareness, and use executive dashboarding tools to build exceptional customer experiences. Ready to do more with your telematics data? Explore the range of use cases transportation and logistics leaders have deployed to their operations.