Which means less time between order and delivery. Under the influence of large players such as Coolblue and Bol.com, everyone has been bowled over by the promise of “ordered before midnight, delivered tomorrow”.
Customers not only expect fast delivery, they also want to be aware of the status of their order. They want to be informed quickly about the planned delivery time, and to be notified by e-mail or SMS if there is an unforeseen delay.
At the same time, the importance of the customer experience has increased. The moments in which you – for example, when the goods are being delivered – are in contact with the customer must also be managed correctly. It is the driver – possibly a subcontractor – who has to provide the excellent service experience that is required in this area.
Those who still work on paper cannot offer customers the desired service. The total customer satisfaction – fast delivery, transparency of information and excellent contacts – is closely linked to the use of technological solutions.
Step-by-step to the ideal world
to achieve this excellent customer experience, you must go all the way and choose the most advanced technology for every aspect of your company. You can supplement your Transport Management System (TMS) with optimised route planning, GPS tracking via a connected mobile device in the truck, and associated tools for thorough analysis and real-time monitoring. This gives you complete control over all the company activities.
Does the ideal world still seem far away? A transport company or logistics player can achieve it step-by-step, and introduce optimisation and digitisation little by little. This means you can also convince your back-office staff and drivers of the benefits of your vision of the future, while quick wins provide relevant and measurable results rapidly, reducing important operating costs and increasing the profit margin of the company.
Two examples of such quick wins are route optimisation and digital driving itineraries.
Optimised route planning: 10 to 15 percent fewer kilometres driven
Transport companies that offer (sophisticated) distribution to their customers have to plan many loading and unloading places every day. Optimisation of that planning is becoming more important than ever – “ordered before midnight, delivered tomorrow”.
The optimisation of routes takes the complexity of the operations into account:
The total number of stops over the entire organisation
The opening hours of the customer (morning, afternoon, closing days, etc.).
The number of vehicles and their payload
The customer’s desired delivery times
The cost of wages (normal wage and the cost of overtime)
Files (based on historical file data)
Optimised route planning takes all these factors into account and offers important advantages:
Trucks cover fewer kilometres.
The proposed routes are those with the lowest cost per kilometre.
You can plan more deliveries and generate additional income.
Experience shows that thanks to the use of new technology, the optimisation of route planning can reduce the number of kilometres driven by each truck by 10 – 15 percent. Each and every day.
Digital driving itinerary on GPS navigation: less time, fewer errors
The result of optimised journey planning is a digital driving itinerary per route for the drivers. This digital driving itinerary (that you can print if you prefer to continue working on paper) can be sent directly to the driver’s GPS navigation system (linked to a tracking system).
The added value of this further digitisation is clear: the delivery process is clear and transparent for all parties.
Drivers accept transport orders via GPS navigation “over the air” (via the SIM card in the black box)
The navigation system brings the driver to his next stop following the most optimal route.
Customers can follow their order online, protected by a login.
Upon delivery, the customer signs digitally on the navigation device, and the data is forwarded immediately and invoicing initiated.
You not only gain time, but also avoid errors when transferring information between different parties.
Project with clear costs
Who would find this digitisation of journey optimisation linked to a digital driving itinerary interesting? A rule of thumb says that such a project adds value to companies with approximately 10 vehicles, each making 10 stops per day, or 5 vehicles making 15 stops per day.
Some examples of customers who use the two systems in combination:
Vadesco Logistics (Sophisticated distribution company): 65 vehicles and 20 stops per day
Feneke (Manufacturer of construction equipment): 9 vehicles and 10-15 stops per day