Home » IT in Logistics » Ways to Improve Customer Experience In Your Freight Business

In your line of business, customers demand the fastest possible delivery at the lowest possible cost and round-the-clock shipment updates. So how would you give customers an exceptional experience?


It is important to have a strong connection with customers not only to serve them better but also for greater retention. The way you interact with customers throughout the shipment lifecycle gives them confidence in your company and a true understanding of your capabilities.


It is essential to have all customer touch points covered for an effective customer service to guarantee a long-lasting relationship with your customers. Many work hard to ensure high standards of customer service but find that interaction with customers can easily become points of friction that can sometimes result in loss of business.


How can you ensure all customer touch points are tended to with maximum customer satisfaction and without placing too much stress on resources? Technology can make a remarkable difference in how you execute your customer service. To give your customer a highly satisfying service experience you need to have a powerful freight management system. By deploying especially designed freight management software you can ensure all aspects of your business process whether back-end or customer-related can be streamlined and automated to create a friction-free and highly sophisticated environment.


For example at the time of new shipment order, integration with customers’ platform will ensure that information is picked up directly from their ERP system and populated into your software, thereby eliminating the risk of errors related to manual data entry. Throughout the shipment lifecycle the freight management system will send updated information to the customers’ ERP at each milestone which they can receive as an automated email notification. And this is just one of the long list of benefits that can greatly expedite your shipment deliveries and increase services levels.


With a powerful freight management system in place you can improve productivity and eliminate errors, decrease reliance of manpower.


A few ways technology helps improve customer experience:

  • Optimize operations
  • Minimum human errors, lesser overheads
  • Swift and on-time deliveries
  • Real time visibility to customers through notification, reporting and tracking
  • Seamless connectivity within organization and with stakeholders


Technology is an indelible part of customer service but not just any technology; you have to make sure you select the one designed especially for your business and covers your operations end-to-end. Also it should have several powerful tools that can enable you to cover all customer touch points in an effective manner.


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