Poor customer service is one of the primary reasons for customers to be dissatisfied and unengaged. How does poor customer service cost your business? It can diminish brand loyalty or worse, lead to loss of customer, both of which are equally bad for business.
When we talk logistics, the most important activity that follows on-time cargo delivery and cost effectiveness is providing customers real-time updates on the status of freight in transit. This why track and trace plays a key role in customer service.
Every year, logistics companies face significant losses due to bad customer service. Instances of customers abandoning a company because of the poor service they experience are quite common. It is for this reason that many medium and large companies are dedicating resources to provide freight status updates to customers still manually using spreadsheets.
But before real-time updates on the status of freight can be offered, an automated track and trace system should be in place. This is where devices like RFID (radio-frequency identification) play an important role. The benefits of introducing RFID in the logistics sector are obvious; RFID has brought about extensive changes in industry processes, especially in warehouse and transportation. With the use of such technology, logistics companies have ushered in a new era of visibility, taking advantage of innovative technologies that ensure meeting delivery commitments to customers.
Technology like RFID reduces the number of resources and time devoted to updating data while increasing, to a great extent, accuracy. This is where improved customer service can begin to be explored. For any logistics company, keeping customers updated or managing cargo is not an easy task.
RFID simplifies the process to make track and trace more efficient and smooth, allowing companies to accurately determine the movement of cargo at any given moment, and answering customers’ demand for fast, seamless information on their shipments in real-time. Some of the large logistics companies around the world are already utilizing RFID tags to improve their customer experience.
RFID technology in the early days failed to gain wide acceptance largely due to its prohibitive cost. But with significant reduction in cost in recent years, more and more businesses are recognizing the value offered by RFID–greater visibility, accuracy of information, and reduction in costs and resources. If implemented correctly, logistics companies could not only better support their customers and improve their overall experience but also see a return on their investments in just a matter of months.
