Enhancing shipper satisfaction: Four ways technology can improve your customer experience

Today, resilience isn’t just an advantage for logistics companies – it’s a necessity. Events like the COVID-19 pandemic, global political shifts, and ongoing natural disasters have redefined the demands on supply chains, forcing logistics providers to adapt. Now more than ever, shippers are pushing for unparalleled transparency and faster, more responsive service from their logistics partners.

With this surge in expectations and heightened competition, freight forwarders must invest in advanced technology to stay competitive. Tools like CargoWise Neo are transforming how you can engage and partner with your customers. Let’s explore four pressing challenges shippers face and how you can use CargoWise Neo to exceed their expectations and differentiate your business:

1. Rising customer expectations

Shippers now expect swift responses, real-time updates, and immediate actions when issues arise. Traditional manual responses and legacy systems often fall short of these expectations, leading to delays and frustration. Manual processes are typically slow and error-prone, while outdated systems lack the integration and functionality necessary for comprehensive tracking and proactive communication.

How CargoWise Neo helps:

Neo offers a modern, web-based client portal that automates and streamlines customer interactions. Your customers can use Neo to track shipments, request quotes, and book consignments in real time, without needing to contact your staff for every update. By empowering customers with self-service capabilities, Neo reduces manual workload and speeds up response times, meeting customers’ expectations more effectively.

2. Limited visibility into shipments

Shippers require visibility into the status of their goods at every stage of the journey. This insight is crucial for tracking shipments and making informed decisions that optimize supply chain operations. With access to real-time information, customers can anticipate issues, manage risks more effectively, and proactively respond to potential disruptions.

How CargoWise Neo helps:

Neo’s tracking dashboard provides a comprehensive view of all shipment activities. By connecting to CargoWise’s Route Visualizer service, Neo delivers real-time data using vessel AIS signals or aircraft transponders. Your customers can track their shipments’ exact locations on a map and receive instant updates on milestones, improving transparency and enabling timely responses to potential issues.

3. Navigating fragmented, disconnected systems

Many logistics providers and shippers grapple with a complex web of various platforms for shipment tracking, financial data, warehouse activities, and customs processes. While each system serves a specific purpose, relying on multiple disconnected platforms can create significant challenges.

This fragmentation often leads to inefficiencies and missed information. For example, shippers may need to switch between different software applications to access critical shipment details, resulting in wasted time and potential errors. This complicates logistics management and can delay decision-making as important updates may get lost in the process.

How CargoWise Neo helps:

With Neo, your customers can access everything they need in one place – be it shipment tracking, order management, customs documentation, or financial visibility. They can view container details, book LCL and FCL movements, and manage warehouse inventory – all through Neo’s user-friendly interface.

Additionally, warehouse customers can efficiently add products to a shopping cart for outbound orders. By simplifying service management, Neo enhances operational efficiency and reduces the administrative burden on your operations.

4. Inconsistent communication and response to exceptions

Effective communication is crucial for successful logistics operations. When exceptions occur – such as delays, misrouted shipments, or unexpected customs issues – customers need timely updates and swift solutions to mitigate potential impacts on their supply chain. Unfortunately, inconsistent communication methods often hinder this process.

Relying on fragmented channels, such as emails, phone calls, and multiple messaging platforms, can lead to confusion and miscommunication among stakeholders. The absence of a centralized communication platform complicates the tracking and management of exceptions.

How CargoWise Neo helps:

Neo integrates real-time messaging directly within shipment records, enabling shippers to communicate instantly with your operations team. Notifications for status updates and exceptions are automatically sent to all relevant parties, keeping shippers informed without manual follow-ups. This streamlined communication reduces response times and builds trust between you and your customers.

As the logistics industry grows more complex, freight forwarders must find ways to meet the rising expectations of their shipper customers while improving operational efficiency. CargoWise Neo offers a powerful solution to these challenges, providing real-time visibility, streamlined communication, and integrated service management – all through a single platform. By leveraging Neo, you can provide a better customer experience, reduce manual workloads, and focus on higher-value tasks that drive growth.