Speed and customer satisfaction are more important than ever in the logistics industry. Whether you’re transporting high-value goods or everyday essentials, delivering freight quickly and accurately can make or break your reputation and help you achieve customer satisfaction.
And in today’s modern world, that means using all the tools at your disposal—including delivery management software.
As the owner of a logistics company with a fleet of trucks, you know that optimizing your operations can save time, cut costs, and keep your customers happy.
Your logistics company may be failing on customer satisfaction and delays because of:
- Inefficient route planning.
- Lack of communication with customers.
- Poor communication with your drivers.
- Delivery challenges.
So, how exactly can delivery management software help you stay ahead of the curve? Let’s break it down.
Why is customer satisfaction important in trucking?
In the world of logistics, customer satisfaction is more than just a nice-to-have; it’s a vital component of your business strategy.
Satisfied customers also tend to share their positive experiences, providing valuable word-of-mouth marketing that can attract new clients.
On the flip side, dissatisfied customers can damage your reputation and lead to lost business opportunities. Therefore, prioritizing customer satisfaction can significantly impact your company’s profitability and long-term success.
Australian logistics expert and founder of Zoom2u Technologies (ASX:Z2U) Steve Orenstein gives some insight into customer service:
“Great customer experience attracts great reviews, and that experience is not only about the product they bought from you, but also how it was delivered.”
The Importance of speed in logistics
The logistics industry thrives on efficiency. The faster you can get products from point A to point B, the better. Customers expect on-time deliveries, and delays can lead to lost contracts, damaged relationships, and reduced profit margins.
But speed alone isn’t enough—you need to be fast and reliable. Enter delivery management software, the key to staying nimble while ensuring your operations run like a well-oiled machine.
This comprehensive approach can significantly increase customer satisfaction by effectively managing customer perceptions and enhancing loyalty.
Let’s take a look at the features of delivery management software that can help your trucking company deliver better.
Real-time tracking: Always know where your trucks are
Picture this: You have a fleet of trucks on the road delivering goods across multiple regions. Suddenly, a customer calls, asking where their shipment is.
Without delivery management software, you’d have to contact the driver, wait for a response, and get back to the customer. This wastes time and leaves your client in the dark.
With real-time tracking, you can instantly locate every truck in your fleet. You’ll know exactly where each shipment is and how long it will take to arrive.
If there’s a delay—whether from traffic or an unforeseen breakdown—you can notify your customer immediately and adjust the route if necessary. Improving customer satisfaction is an ongoing strategy that involves understanding customer needs and refining the customer journey.
Real-time tracking doesn’t just improve customer satisfaction—it helps you make better decisions. If one truck is delayed, you can reassign deliveries to other vehicles and prevent a backlog.
In this way, you’re always in control, minimizing disruptions and keeping things moving smoothly.
The logistics industry can be chaotic with cargo dispatches, receiving truck loads into a warehouse. Keeping track of your truckloads is vital.
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Supply chain visibility
A report titled “Future Proofing the Supply Chain Through Real-Time Visibility” by Transport Intelligence and project44 emphasizes real time visibility’s critical role when selecting a transport provider.
The survey highlights the critical criteria shippers consider when choosing their transportation partners.
Real time online tracking plays a significant role in enhancing customer satisfaction by providing immediate updates and transparency.
Respondents were asked: Is real time visibility an important factor when you are buying transportation services from carriers?
Here’s the findings:
- 57.4% say real time visibility is a prerequisite for a carrier to be eligible to tender for their business.
- 41.3% of respondents say real time visibility is a nice-to-have feature when carriers tender for their business.
- 1.3% say real time visibility is not an important part of their tendering process.
How does route optimization help in logistics?
Think about all the variables that affect a truck’s journey: traffic, road conditions, detours, weather. Without proper planning, even the most reliable truck can get stuck in a jam, resulting in late deliveries and frustrated customers.
Delivery management software with route optimization takes the guesswork out of planning routes. Using real-time data, the software calculates the fastest and most efficient routes for your trucks.
It considers traffic patterns, road closures, and even fuel stops to ensure that your drivers take the best possible path. This can significantly improve customer satisfaction scores by ensuring timely deliveries and reducing delays.
As a logistics company owner, this feature means fewer delays and faster deliveries. Your trucks spend less time idling in traffic and more time delivering goods to your clients.
Over time, this reduces fuel costs and wear and tear on your vehicles, saving you money while boosting speed.
Proof of Delivery: Record each successful drop-off
Let’s say one of your trucks delivers a shipment of high-value electronics to a client. A week later, the client claims they never received the goods. Without proof of delivery, you’re stuck in a tricky situation—how can you prove the delivery was made?
Proof of delivery (POD) features within delivery management software eliminate this problem. When your drivers complete a delivery, they can capture a digital signature, photo, or barcode scan to confirm the shipment was received.
This information is immediately sent to your system and shared with the client, providing instant proof.
Not only does this keep your customers in the loop, but it also protects your company from liability.
If there’s ever a dispute, you have all the documentation you need to prove the delivery was made on time and as agreed. Additionally, incorporating customer satisfaction feedback can help continuously improve the overall customer experience.
Asset tracking: Fleet management made easy
As the owner of a truck fleet, you understand how important it is to monitor your assets. Every truck represents an investment, and keeping them on the road, well-maintained, and secure is essential to your bottom line.
Delivery management software with asset tracking capabilities allows you to monitor the status of your trucks in real time.
You can track each vehicle’s location, maintenance schedule, and even fuel consumption. If a truck breaks down, you’ll receive an alert, allowing you to dispatch a backup vehicle and avoid costly delays.
With this level of insight, you can keep your trucks in top shape, avoid unexpected downtime, and ensure that your fleet is always ready for the next delivery. This not only enhances customer satisfaction but also helps in nurturing loyal customers.
Key ingredients for successful same day delivery
In his book titled Delivery, Orenstein takes a look at key ingredients in the delivery process:
- Speed
- Choice
- Communication
- Problem solving
As the owner of a logistics company, customer satisfaction should be a top priority. Just think about the value of each truckload, not just for you, but for the customer whose goods are being moved.
These ingredients can be effectively measured using a customer satisfaction metric.
Speed of delivery in logistics
In today’s fast-paced world, speed is paramount. Customers expect quick deliveries, and companies that can provide this stand out.
“The best deliveries are speedy deliveries. Same day delivery (or next day, depending on the time the product is ordered) is what wows customers,” says Orenstein.
Give customers choice: gather customer feedback
Offering customers choices in delivery options (e.g., standard, expedited) allows them to select what best fits their needs.
“The customer needs the flexibility to choose a time window and be confident that it will be delivered on the day and in the window they choose,” says Orenstein.
Communication helps in improving customer satisfaction
Keeping customers informed about their delivery status is vital. Real-time tracking and regular updates ensure customers know when to expect their parcels.
“The delivery drivers should be able to communicate with your customers if needed, and vice versa,” says Orenstein.
Problem solving in the delivery process: meeting customer expectations
Issues can arise during delivery, such as wrong addresses or damaged goods. Having a robust problem-solving mechanism ensures these issues are resolved quickly and efficiently.
“If you can make sure that when there’s a problem the customer has the option to give feedback directly to you. You can fix it quickly and they are more likely to feel looked after than frustrated,” he says.
Locate2u published a report titled Delivery drivers speak out: Wrong addresses are the worst nightmare. It highlights that delivery drivers are most frustrated by customers providing inaccurate addresses.
Put yourself in a truck driver’s shoes: You can make freight transportation easier for them with delivery management software.
5 Tips to deliver good customer service
Customer satisfaction is crucial and vital for the survival of any business. Here are some tips to help your trucking company deliver good customer service.
- Answer customer questions quickly: Customers expect fast responses to their questions or concerns. Set up a system to ensure you reply as soon as possible.
- Give accurate delivery estimates: Consider factors like traffic and weather when providing delivery times. This helps ensure customers are satisfied with the estimates you give them. Route optimization software can help you with this.
- Focus on on-time delivery: Delivering shipments on time is key to keeping customers happy. Do everything you can to ensure every delivery is made on schedule.
- Ensure safe and secure transportation: Customers need to trust that their shipments are handled safely. Make sure your drivers prioritize safety and security when transporting goods.
- Keep dispatchers updated: Dispatchers need your ETA to plan for shipment arrivals and notify customers on time. If there’s a delay, inform the client to keep everyone in the loop about the shipment status.
Delivery management software market
Verified Market Research reports the trend of going paperless and the high adoption of automation are expected to fuel the global delivery management software market. Added to this is the boom in the e-commerce market.
The report emphasizes that e-commerce has changed significantly in the last decade, and that it has become almost impossible to capture and retain customers without tapping into home delivery.
“Unless one is catering to the growing percentage of customers who look for businesses that can provide them with the quick delivery they require, you’re going to lose out,” reads the report.
Locate2u has delivery management software that can help your haulage business deliver on time.
High demand for order tracking
Imagine the peace of mind a customer must have when tracking an order. A report on last-mile delivery tracking highlights that customers expect high parcel visibility as it impacts their daily planning. Bettermile and Triangle Management Services surveyed over 1,300 US consumers.
Here are some key findings:
- 96% of recipients check their order status on delivery day.
- 70% revisit the tracking site multiple times for updates.
- 63% of respondents said that all or nearly all packages with a two-hour or less delivery window came from Amazon.
- 54% of respondents said that knowing their package’s arrival within a 1- to 2-hour window is the most important part of the delivery experience.
Key takeaways: customer satisfaction measurement tools
Leverage technology for a competitive edge: Simply owning a fleet of trucks isn’t enough—adopting technology can set you apart by enhancing speed, reliability, and customer satisfaction.
Streamline operations with delivery management software: Features like real-time tracking, route optimization, proof of delivery, and asset tracking help your business operate faster and more efficiently.
Improve customer experience: By using these tools, you can provide better service, keep clients informed, and reduce the chances of delivery errors.
NOW READ: Why is last mile delivery so expensive? Challenges and solutions
Photo Credit: Canva
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About the author
Sharl is a qualified journalist. He has over 10 years’ experience in the media industry, including positions as an editor of a magazine and Business Editor of a daily newspaper. Sharl also has experience in logistics specifically operations, where he worked with global food aid organisations distributing food into Africa. Sharl enjoys writing business stories and human interest pieces.
