In logistics, reducing operational strain means keeping things moving while making life easier for everyone involved. If you’re a logistics or operations director, or a carrier manager overseeing a complex delivery network and juggling multiple carriers, you know that even minor inefficiencies can snowball into major issues. So, how do you keep things running smoothly while keeping costs under control? Let’s take our previous discussion about tracking pages further and show how they can provide breathing room.
Let’s face it, logistics can be a minefield. There’s the constant pressure to meet delivery promises, the headache of managing multiple carriers, and let’s not get started on the WISMO (“Where is my order?”) queries that come in every day. It’s no surprise that your cost-to-serve is creeping up, especially when demanding customer service profiles are added to the mix. But there’s some good news: tracking pages can help lighten the load and significantly reduce your cost-to-serve.
How can tracking pages help?
You might be wondering, “Tracking pages? Really?” But please bear with us – they are more than just a digital noticeboard for your customers. Consider them a central hub for gathering critical information about a shipment. This means your team will spend less time looking for details and more time resolving issues before they escalate. For your customers, it’s a self-service portal that answers questions before they’re asked, resulting in fewer calls to your busy customer service team. Everyone’s happy, right?
To truly reduce operational strain, tracking pages must work hard. Here are some key features that can make a significant difference:
- Real-time updates: Provide customers with the most recent information on the status of their shipment.
- Mobile-friendly design: Make sure your tracking page is easily accessible from smartphones and tablets.
- Clear, concise information: Present delivery estimates, current package location and potential delays in an understandable format.
- Automated notifications: Proactively notify customers of important milestones or changes in delivery.
By implementing these features, you can improve the customer experience while actively reducing your team’s workload and cost-to-serve.
Designing tracking pages that work for you
How can we make tracking pages work harder? First and foremost, you want a design that’s clear and easy to use. Nobody has the time to sort through a maze of links and pop-ups. The goal is to reduce contact by giving customers the information they need up front. Next, ensure that your tracking page reflects your brand. It may appear to be a minor detail, but a well-branded tracking page keeps customers engaged with your company even after they click the ‘buy’ button.
Automation is another significant advantage here. By automating status updates and notifications, you eliminate another task from your team’s workload. The best part is that these updates can be tailored to specific needs, enhancing the customer experience and lowering the likelihood of clogged support lines. A simple, preemptive notification can help reduce WISMO queries and, as a result, your cost-to-serve.
Making an impact on cost-to-serve
What really matters is how all of this affects your bottom line. Effective tracking pages can have a direct impact on key metrics such as cost per unit shipped and order-to-contact ratios. By reducing customer enquiries and increasing delivery efficiency, you can solve problems before they occur. This is when you start to see a substantial decrease in your cost-to-serve.
For example, if your tracking pages can reduce WISMO queries by 20%, consider how many hours your customer service team will save. Those hours translate directly into lower operational costs and higher efficiency.
Future innovations
Looking ahead, the potential for tracking pages to reduce operational stress is exciting. AI and machine learning advancements are underway, and they have the potential to transform how tracking pages operate. Consider tracking pages that:
- Predict potential delivery issues before they arise, allowing for proactive problem-solving.
- Reroute packages based on real-time traffic and weather conditions.
- Offer personalised delivery options based on a customer’s previous behaviour and preferences.
These innovations have the potential to significantly reduce your cost-to-serve through minimising delivery exceptions, improving first-time delivery rates, and further reducing customer service enquiries.
The takeaway
In a world where logistics managers like you are constantly pressured to deliver (pun intended), effective tracking pages can make all the difference. They centralise information, automate customer communications, and ultimately reduce operational strain.
It may be time to take a closer look at your existing tracking systems. Do they do enough to keep your operations running smoothly and costs low? If not, consider upgrading to a more advanced tracking page solution. After all, the less time you spend putting out fires, the more time you have to improve your operations and lower your cost-to-serve. In the competitive world of logistics, that could mean all the difference.
To explore how detailed performance reporting can refine your processes and boost efficiency, check out our guide on performance reporting in logistics.