There is a common problem shared by many supply chains. It’s a problem that stems from the following question: how prepared is your chain to know the status of orders and adjust processes and customer expectations to maintain continuity when disruptions arise? And the answer tends to be, in general, that companies do not know the whereabouts of shipments in real time.
A few months ago, a huge vessel stuck in the Suez Canal held up more than 300 ships for six days. If your company had shipments on one of those 300 affected ships, how would your company have dealt with such a delay? Being able to see where every order and product is at every stage of delivery is critical, but it can also seem overwhelming if you don’t have a way to get that visibility. Many companies lack this capability because they are still working with manual systems or a collection of workarounds for one-off problems. However, companies are increasingly looking for a solution to this lack of capability, as non-delivery is proving to be very detrimental to maintaining customer loyalty.
Companies often solve this problem with delivery status updates. E-commerce merchants send email and SMS messages with order confirmation, shipment date, tracking progress at each stage of the shipment, and others simply provide a tracking number for the customer to check with the carrier for the status of their package. However, some shipment disruptions are indicative of major problems, and a one-time fix is not enough. This is when your company must ask itself, are these delivery errors unique or do they occur on a regular basis? If it is a recurring phenomenon, then you need to ask yourself what the underlying problem is, and look for a more holistic, rather than a one time solution.
Rapidly, accurate tracking of commercial and industrial shipments is becoming the norm – it’s what customers expect. As a service provider, you want reliability, and as a service user, you want reliability from your suppliers. That mutual trust makes for repeated business, and that repetition monetizes a lifetime value. Knowing what is happening in your supply chain at every step and at every point becomes the cornerstone of your reliability.
A deep and detailed visibility into your operations comes from the trust of the various parties involved in the supply chain. In the case of logistics, control towers can provide end-to-end visibility. However, most of those available on the market tend to monitor only segments of networks. If your company’s weak points lie outside of these segments that are covered, you should look for a control tower platform that connects a wide variety of systems. This way, you will be able to cover the network more comprehensively. For example, Omnix is a SaaS platform that provides precisely this deep visibility because it connects diverse systems to show reliable data about the operation.
But in addition, companies need to adopt a cultural adjustment that sets them on the path to continuous optimization. In other words, total visibility is a starting point, but not the end point. For example, some control tower platforms are incorporating Artificial Intelligence and Machine Learning along with intelligent rules that help recover those orders that were interrupted for some reason. Therefore, achieving visibility is important, but so is the ability to act when unforeseen events occur. There are disruptions such as the one that occurred in the Suez Canal that are completely unavoidable, we have another example if we think of the hurdles and obstacles posed by the Covid-19 pandemic. No one could have foreseen these disruptions, and this is where companies must have the capacity to issue alerts in the face of unexpected changes. In general, customers put up with bad news and the failure to have their products delivered on time when they are alerted to it. This is why it is important for your company to have a visibility that provides the customer with constant updates on the status of their order. And this also includes the need to keep the customer updated when unplanned outages arise. OMNIX has this kind of functionality, for example it automatically texts customers with updates, and allows you to check the status of the shipment in real time.
In conclusion, it could be said that customer reliability is not only achieved when orders are delivered in a timely manner. There are obstacles that can inevitably interrupt the path of these orders, but the important thing is being able to identify the position of each product, and having the capacity to notify the clients of delays when necessary. Many companies are still trying to decide how to deal with the dizzying changes that have occurred recently, but the reality is that there is no choice – a digital transformation that enables these capabilities is a necessary condition for your organization to survive.
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EtiquetasCostos Costs Covid-19 Cumplimiento de pedidos Customer satisfaction Data visualization E-commerce Holistic solution Innovación Innovation Integración Integration Omnicanalidad Omnichannel Operaciones resilientes Optimización Optimization Order fulfillment Resilient operations Reverse logistics Satisfacción del cliente Solución holística Traceability Trazabilidad Visualización de datos
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