In Focus: Elevating Customer Experience and Operational visibility with Real-Time Tracking Solutions

It’s an exciting time for the Courier, Express, and Parcel (CEP) businesses like never before. The volume of parcels shipped in the US increased to 21.6 billion in 2021, up from 13.2 billion parcels in 2014. Also, the e-commerce revenues from 2017 to 2022 nearly doubled from some 459 billion U.S. dollars to almost 905 billion U.S. dollars. So, it’s clear that e-commerce growth is majorly driving the growth of CEP today. 

With the demand for online shopping expected to peak in the coming years, CEP companies must enhance customer experience and improve operational visibility. How is it possible? 

Our Senior Vice President for developed markets, Walter Heil will take you together in his observations on the solutions to CEP logistics challenges, customer expectations from CEP businesses, and what it takes to fulfill them in this detailed webinar. 

Watch the webinar to learn how to build a delightful customer experience!

Key Takeaways 

Low shipping fee: Customers want a low shipping charge for their orders. It’s their top priority before placing their order. 

Multiple fulfillment options: CEP businesses must provide multiple fulfillment options based on how and where an order is delivered. Having a limited range of fulfillment options does not work, as customer demands from brands have become more diverse. 

On-demand fulfillment: Today, customers want their orders fulfilled quickly and with greater flexibility. For this, businesses must manage their orders so that they are delivered on the same day. So, it’s necessary to have an on-demand fulfillment strategy. 

Time and day-definite deliveries: By offering your customers the flexibility to select their time slots, you can plan, optimize, schedule, and manage your deliveries effectively. 

Accurate delivery forecasts: Customers hate delays, even small ones. In an age when such delays can even lead a major chunk of customers to leave you, it is necessary to forecast all the delays, deviations, and exceptions.  

Seamless order modification and returns: As a CEP business, you must have a service that seamlessly supports your return process and deals with any modifications like cancellation edits, order rescheduling, and last-minute order changes to keep your customer loyal to your service.

Watch the webinar to know what customers want from CEP businesses!

How Locus’ dispatch management platform helped Blue Dart-DHL to solve their inefficiencies in last-mile logistics

The Problem 

Due to the manual sorting of parcels that was time-consuming and error-prone, Blue Dart – DHL found it challenging to manage their last-mile dispatching operations. It resulted in high overhead costs and poor utilization of resources. Overall, this affected their SLAs and reduced their delivery efficiency. 

How Locus solved this problem? 

Locus’ dispatch management platform helped Blue Dart – DHL quickly sort thousands of parcels. Also, it automated route planning and route printing. With its exceptional routing accuracy and SLA compliance, the Locus platform ensured;

• 60% reduction in sorting times
• 70% reduction in sorting personnel
• 95% increase in routing accuracy
• Accurate detection of misrouted shipments

How Locus’ real-time tracking and control tower improves customer experience and operational visibility? 

CEP businesses need real-time tracking and a high level of transparency to drive value for customers like Blue Dart – DHL. Especially, to improve delivery efficiency and bring back more customers, you need a technology like Locus’ dispatch management platform. Here’s how our Locus’ offerings, like real-time tracking and control tower, improves customer experience and operational visibility. 

Transparent experience for customers and drivers: Locus enables your drivers to stay in touch with the operations on the back end, the brands you’re servicing, and, most importantly, the customers. This kind of transparency helps you identify any delays, deviations, and delivery exceptions and solve them.  

Dynamic ETAs and Multiple time slot options: With Locus’ dynamic ETAs and delivery-linked checkout features, customers can select definitive time slots rather than a broader one. It gives your customers better visibility and ensures you get the orders delivered on the first attempt. 

Bird’s eye view of delivery operations: By getting all the granular insights from Locus’ control tower, you can provide some information like time under the roof, available delivery windows or any likely delays, route deviations, or delivery exceptions. Beyond offering a higher level of visibility and unparalleled flexibility to customers, it ensures that you proactively stay on top of delivery exceptions.

Watch the webinar to elevate your operational visibility and fulfill delivery expectations of customers!