How Transport Management System Helps Enhance Customer Service
In today’s highly competitive business landscape, providing excellent customer service and ensuring customer satisfaction are crucial for the success of any transport company. One powerful tool that can significantly enhance these aspects is a Transport Management System (TMS). A TMS is a software solution that improves efficiency within transport and supply chain operations, leading to streamlined processes, improved productivity, and most importantly, happier customers. In this article, we will explore how a TMS boosts customer service and satisfaction within haulage operations.
What is a Transport Management System?
A transport management system is a digital software solution that hauliers use to automate day-to-day transport jobs and tasks. It is a logistics software platform that transport operators use to make it easier to plan and carry out the transportation of goods, improve route planning efficiency, and improve compliance.
Read more: What is a transport management system?
Here are some of the ways a TMS system can help enhance customer service.
Streamlining Operations for Efficient Deliveries
One of the primary benefits of a TMS software is its ability to simplify transport operations, resulting in more efficient deliveries. Businesses can plan routes more efficiently using TMS by considering variables like distance, traffic, low bridges, and delivery windows. By doing this, businesses can reduce delays, increase on-time deliveries, and offer their clients a more dependable service. It also gives control to the planner to allocate the most appropriate vehicle in their fleet to a specific job type. A timely and efficient delivery process directly translates into improved customer satisfaction.
“We have been using Mandata for several years and originally chose the system because we wanted the operational benefit and flexibility of live load planning. Our previous system was effectively an invoice filing cabinet on a computer, whereas the Mandata TMS provides all-round versatility.”
Simon Sparrowhawk, Operations Manager at Wyvern Cargo
Enabling your customers to plan efficiently
Give your customers the ability to book their own jobs via a Customer Portal that automatically updates all job details in your TMS. Once their jobs appear in your system, you can quickly plan, price and begin the customer’s order a lot quicker, whilst simultaneously reducing the amount of admin burden on your team from entering information, as this is done for them. Visualise and validate your plan to create the most efficient routes with the resources you have and ensure you can deliver the service you promise to your customers, on-time.
What if they change their mind? You can easily make changes to your plan before your drivers set off, or manage exceptions whilst their on the road. Jobs will automatically update in their driver’s app thanks to real-time information.
Enhancing Communication and Collaboration
For outstanding customer service, effective communication and collaboration between all parties are essential. A TMS is essential for promoting effective communication and teamwork. A TMS makes sure everyone involved in the transport process is on the same page by centralising information and giving real-time updates. As a result, issues are resolved more quickly, problems are solved proactively, and ultimately, customer communication is vastly improved. Customers will receive accurate and timely information with improved collaboration, which will increase their sense of reliability and trust in your service.
“Now we can give our customers the freedom to access and interact with real-time information when they log into the Mandata system. Our directors and staff can access our systems remotely. None of this was possible before.”
Stephen Dunn, Managing Director
Improving Visibility and Transparency
Customers today not only value transparency and visibility into their orders and deliveries, but also demand it. Access to this information is becoming a requirement to a lot of hauliers. A TMS provides real-time visibility throughout the supply chain, allowing customers to track their deliveries, receive notifications, and gain insights into the entire delivery process. By offering this level of transparency, businesses can build trust with their customers, reducing uncertainty and improving overall satisfaction. When customers have control over tracking their orders and are aware of any potential delays or issues, they are more likely to have a positive experience and come back for more business.
Read more: What is vehicle tracking system?
“The Mandata Go TMS enables our planners, in particular, to see what’s happening across the business on a daily basis. This helps us to be far more responsive, driving up quality standards in the process.”
Owner, Millet-Kirkham Ltd
Fast Invoicing via Electronic Proof of Delivery (ePOD)
Drivers capture digital signatures or use their phone to photograph paperwork for jobs that have been collected, or successfully delivered. This electronic proof of delivery (ePOD) is fed straight back to the TMS, so finance teams can start processing invoices as soon as jobs have been completed. Links to common accountancy systems like Sage, Quickbooks and Xero will certainly alleviate often time-consuming admin tasks for your accounts teams. Electronic proof of delivery enables staff to get invoices out quicker, so the transport companies and their customers can be paid quickly which then boosts customer satisfaction.
“We are always on the lookout for ways to further improve customer service, which is why we recently upgraded to GoPlus. On top of all the benefits of Mandata Go, it enables us to provide our customers with accurate ETAs. I really like the fact that this feature is customisable so you can set your own parameters for when and how these customer notifications are sent out.”
David Hunter, Transport Manager at B&M Pallets
In an increasingly competitive transport industry, customer service and satisfaction are critical for success, and can be the difference between retaining customers, or losing them to competitors. By implementing a Transport Management System (TMS), businesses can revolutionise their transport operations and significantly enhance customer service. Through features such as streamlined operations, improved communication, enhanced real-time visibility, optimised goods management, and data-driven decision-making, a TMS empowers companies to deliver a seamless and exceptional customer experience. Embracing a TMS not only boosts customer satisfaction but also drives long-term success and competitive advantage in today’s ever growing competitive transport sector.