Challenges
Lack of Visibility
Driver Logistics has multiple hubs and there are different people who finish different tasks. As they were expanding into different cities and product lines, it was getting increasingly complex to track who was working on which shipment. This leads to multiple members of the team working on the same task.
Usage of Tech Bandwidth
The engineering team at Driver Logistics used to perform database queries and manual data verification before sending out email notifications to customers regarding any order delays. It often resulted in delayed notifications to customers, leading to dissatisfaction and a lack of real-time order status updates.
Delayed Delivery
Driver Logistics faced growth-related challenges in their logistics business, struggling to track real-time order status changes. This led to a reactive approach when addressing customer concerns about delayed shipments, impacting operational efficiency.
Existing Solutions
Manually Trigger Reports
The team at Driver Logistics would manually compile daily data updates and send multiple emails to customers regarding delayed shipments. This process was repeated numerous times each month, given that they conducted over 18,000 trips.
Data-Overloaded Dashboards
Given the scale, the team was operating at and was looking to expand its operations from 6 cities to multiple cities, the data and complications on their dashboards were bound to increase with scale. Finding the exact information by just a quick glance was proving to be a challenge.
Build a Customer Support Team
Due to a high volume of customer escalations, the team decided to establish a dedicated customer support team to handle these issues as they arose. This approach was aimed to provide resolution of customer issues but was proving to be really costly.
Use Cases
SLA Breaches for Deliveries
Driver Logistics implemented alerts to proactively detect shipments exceeding defined SLAs. Upon notification, the team promptly initiated resolution procedures or, when necessary, communicated with customers to manage expectations regarding potential delays.
Escalation Management
Alerts were configured to notify a designated individual initially, with manager involvement triggered if the issue persisted beyond the predefined time limit. This streamlined the escalation process, ensuring timely and effective responses while minimising confusion.
Impact
Proactive Updates to Customers
With real-time issue notifications, Driver Logistics addressed challenges swiftly, resulting in the reduction of escalations. For those rare cases that required additional time, the team proactively communicated with customers, shifting the dynamics from reactive customer inquiries to proactive issue resolution.
Increased CSAT Scores
The shift in processes and real-time updates significantly transformed the customer experience landscape. Escalations steadily dwindled, while customer satisfaction scores soared, ultimately driving increased repeat business from existing clients.
Freed Up Team Bandwidth
The revamp in the escalation handling process resulted in significant resource optimisation across various teams. The engineering team's bandwidth was liberated as manual data verification became unnecessary, and the customer support team members were seamlessly transitioned to other teams due to the near-zero escalations.
Docking Thoughts
Driver Logistics's partnership with Locale.ai has demonstrated the importance of having efficient warehouse management and tracking systems in place for businesses looking to scale and optimise their operations. By implementing Locale.ai, Driver Logistics improved its core metrics, resulting in higher efficiency and better customer experience.
In conclusion, Driver Logistics's collaboration with Locale.ai is a testament to the importance of adopting the right tools and software to optimise business operations. By leveraging this power, Driver Logistics has been able to focus on its core business, while Locale.ai takes care of the rest.
