IT cannot address many of the challenges faced by the logistics industry, but a sound enterprise CRM strategy can address many of the operational challenges faced by LSPs through new approaches to customer service, account and prospect management, opportunity management, campaign management and order management.
The most important objective of operational excellence is gaining repeat business from existing customers. To provide optimal service to them, LSPs need to interact with customers through different communication channels and build up long-term and trusting relationships. LSPs need to get a 360-degree view of customers, through order records, complaints, opportunities, competitors, campaigns and offers. In addition, tracking customer orders and estimated arrival at destination is very important.
Enabling a sales and service agent with the above information can be achieved if service, order and opportunity management are closely integrated within the IT solution stack. This will greatly enhance the integrity of customer information, improve agent efficiency, and enhance the overall customer experience.
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