Insight
Is your tracking software dynamic enough for your customers?
As tracking software and mobile technologies develop in tandem, it’s increasingly common for customers to demand the ability to track their packages in real time. The best tracking software enhances the customer experience by allowing them to personalize their tracking information, change delivery times, or allocate safe place locations and preferred neighbors. Customers should also have the ability to change their method of communication or the location their goods are being delivered to. This information should be automatically updated and visible to crucial people in your logistics team.
Does your tracking software talk to your customers?
Nothing frustrates clients like not knowing where their package is. It’s also inevitable that delays occasionally happen. Look for software that allows all deliveries to have an associated phone number. If your customer wishes, automatic text messages can be sent as their goods move through the delivery cycle. This will allow your customers to stay informed, even if there’s a delay or diversion, and will enhance your business’s relationship with them.
Does your tracking software keep your customers informed?
For peace of mind, customers should be allowed access to a wide range of real time information pertinent to the delivery of their items. Delivery status is expected of course, but the best software can also show customers the name and address of the intended recipient and the driver assigned for delivery. If disputes arise, the software should be able to show proof of delivery including drop-off times and the recipient’s signature.
Does your tracking software cover every step of the cycle?
Ultimately, you want tracking software that transparently delivers step-by-step information from your warehouse to your customer’s doorstep. Management, warehouse staff, customer service agents, drivers, and customers should be able to update the software as the goods travel through the delivery cycle, and exceptions, proof of delivery, scanning, and reporting should also be easily updatable. This level of transparency is gold to your customers and keeps critical team members informed.
Does your tracking software tell customers when the item isn’t delivered?
This is just as vital as proof of delivery. It’s inevitable that some people simply won’t be around to pick up their item, making it essential they can be informed when the item has been returned to the depot or warehouse. They can then make alternative delivery arrangements without being left to wonder what happened to their package.
Does your tracking software have a GPS?
The most sophisticated software combines a GPS system with Google Maps to ensure your drivers know exactly where to go. The software should also include anomalies of unfamiliar areas like low bridges and hazards. Should your customers want to know why they are experiencing a delay in delivery, this information will let them know, as well as minimizing the risk of drivers losing time.
Can your tracking software improve efficiency?
It’s one thing for your software to gather comprehensive data but quite another for that data to be compiled as a meaningful report. Being able to consolidate information on first-time delivery rates, on-time performance, customer e-mail, and text messages, and safe-place deliveries means you can increasingly improve company performance and look at areas that require further development. This level of transparent reporting will also allow you to see where you’re meeting customer expectations, leaving you to tweak your business model.
Transparency is essential to keeping your customers satisfied and your business running smoothly. Look for tracking software that offers these features. Your business relies on it.
To find out more about our distribution revolution, visit the ByBox website.