Updated: Jul 28, 2022
It does not take long to lose a customer. Even a delayed shipment is enough reason to trigger a customer's exit. While delays are common but nothing agitates a customer more than not receiving prior information about it.
Put yourself in the customer's shoes and you'll realize - to keep customers' trust in your company - transparency and communication are crucial. Delays in freight forwarding impact several aspects of the business including:
No repeat business: Unsatisfied customers do not always voice out their despair. Some customers that experience delays simply don't return to you for more business.
Receivables delay: Delayed shipment means delayed receivables too. At times, this could be vice versa.
Importer/Exporter relationship affected: When your cargo arrives late, it could mean losses for the consignee if the cargo was perishable or time-bound. Insurance may just cover the loss but the relationship could be strained with such incidents.
Self-loss incurred: Demurrage and detention charges kick in after the free time on the container or cargo gets lapsed. Although you could pass the cost on to your customer, it would trigger questions and angered reactions.
It's important to understand the source of the delays and eliminate them. Some of the ways you can keep shipment timelines in check are:
Correct address captured: You could not simplify this further. Mistakes in manual data entry of consignor and consignee details are often the reason for delayed shipments. A foolproof method is using software for freight that pulls data from masters and prevents errors.
Information dissemination between teams: If you wish shipments to be processed smoothly, real-time data and status must be accessible easily. Single-database ensures on-demand data availability to all teams.
Information dissemination with customers: Customers appreciate clear and open communication. Conveying genuine delays and known hurdles about shipment won't gather much uproar as no information will. Make it convenient for customers to self login and check progress to relieve some duties of providing constant updates.
Optimization in transportation: Congestion, having trucks and other delivery vehicles available at the required time, are problems that result in transportation delays. With TMS Software and WMS Software, you can not only make timely deliveries but also optimize costs.
Prioritizing customers' needs
Uncomplicate freight forwarding by implementing a proven freight management system like Logi-Sys. Careful planning in advance stabilizes your freight forwarding operations and business aspects.
Designing customer-centric processes will help enforce visibility and transparency in your organization. Powered with technology and clear communication, you can ingrain trustworthiness in your customer relations.