By Rajdip Gupta, Group CEO and MD at Route Mobile Limited
On-time product delivery is one of the most important factors for every industry to ensure enhanced customer experience. Customers want to track and monitor their order /product, right from the time of sale till its delivery. Company’s adherence to delivery time and date has therefore become major role players in maintaining and building a brand’s reputation, reliability and goodwill.
With increased web-competitiveness amongst various brands that offer interesting deals, the percentage of people moving towards online shopping has expanded significantly. This has made customer service the most crucial part for organisations to have a competitive edge.
“Service efficiency” is the new sales technique that drives higher customer engagement and brand affiliation. The delivery process i.e. supply chain management and logistics that serves as the basic attributes for service efficiency are some of the deciding factors in your customer’s product buying experience. The advent of new-age communication technologies has been a critical driver behind the improvement in this space.It has enabled enterprises like e-commerce, retail, consumer goods, and logistics to increase efficiencies and reduce operational costs.
Messages in the form of SMS, Voice and Emails are popular mediums for process and operation based notifications. Deploying such advanced-tech modules in your systems can help in streamlining communications with both, your supplier and customers. Having said that, I would like to highlight one case study, where e-commerce (app based) company wanted to reorganise communication for its sellers across all categories, to ensure timely order processing. In the event where a seller was not quick in responding, the company needed a way to notify / remind them of their pending orders along with its delivery timelines. The solution that was recommended had a two-fold approach where messaging and voice solutions were integrated.
First, was to validate mobile numbers from the application downloaded by the company’s partners and customers. OTP solution was integrated with their system for mobile number authentication along with sending notifications to its partners and confirmation to its customers.
Second, to notify the sellers about the customer order and its pickup, the e-commerce company used Outbound Dialer to send voice messages. Automatic calls were scheduled to a predefined list of sellers reminding them about their pending customer orders.
This solution helped the e-commerce company to authenticate / validate partners and customers,notify / remind their sellers about the pending delivery,thereby improving the end user experience and ensuring the deliveries within the promised turnaround time (TAT).
The scope of these advancedtechnologies in increasingoperational efficiencies is enormous, if harnessed effectively. Though there are some sections of businesses that are lacking behind in adopting the same. The reason could range from not having enough technical knowhow to lesser bandwidth to handle such infrastructure.
Besides, these communication systems come with a range of other benefits for your business. SMS being the simplest and easiest form of communication, works exceptionally well in supply chain and logistics. Enterprises can easily manage, monitor and track the orders with their suppliers, by sending notifications and reminders. Adding onto that, they can send SMS alerts on the delivery schedule, thereby assuring and updating the end-userwith the status of their product. Deploying these simple, automated and cost effective modules lets you enhance your customer experience and hence the brand image. This not only improves the supply chain management and logistics but it also has a roll over effect on other areas of businesses, specifically on return-on-investment (ROI).
