AN INDUSTRY DRIVEN BY CUSTOMER SATISFACTION

Success for transport and logistics organisations is grounded in customer experience. From collection through to delivery, providing end-to-end customer satisfaction is crucial to creating loyalty, building brand reputation and enabling growth.

In a competitive market with tight margins, services must be delivered on-time as well as on-budget and it has become critical for logistics firms to look to optimise processes and consider how to add value for customers. Account management teams need to keep track of KPI’s, ensure that SLA’s are realistic and that contracts are properly managed. To do all that effectively, transport and logistics providers are digitising many of their processes and leveraging technology to update their services and to create new competitive advantages.

PUTTING CUSTOMER EXPERIENCE FIRST

In today’s competitive world where going above and beyond expectations is key to delivering a great experience, many transport & logistics firms are turning to CRM as a way to easily collect, manage and share customer information across teams and to fine-tune their customer service delivery.

This guide explores how CRM can help you:

  • Manage incidents and prioritise response with automated routing.
  • Identify common needs or issues.
  • Use reports & dashboards to help monitor SLAs and manage feedback.
  • Equip customer service teams with knowledge hubs.
  • Offer self-service portals.
  • Gather customer insight to inform sales & marketing.

CRM FOR CUSTOMER SERVICE 
How CRM can help transport & logistics firms to deliver outstanding customer service, drive positive experiences, create efficiencies, compete and win.

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  • Deliver exceptional customer service – consistently
  • Manage incidents, answer customer questions quickly and effectively
  • Track activity history with a complete 360-view of the customer
  • Increase productivity whilst reducing admin by automating repetitive tasks
  • Accurately measure your Service Level Agreements (SLAs)
  • Service your customers the way they want to be serviced

OPTIMISE BUSINESS PROCESSES TO DELIVER SUCCESS

In an industry where competition comes from start-ups as well as from global providers,  it’s crucial that growing logistics providers focus on new ways to optimise business processes and connect each team, from marketing to sales and customer service.

Transport & Logistics providers are turning to CRM technology as a way to connect their business operations and share customer information efficiently between functions to improve productivity and effectiveness. Whether it’s winning new customers or finding new ways of delivering more value to existing customers, CRM gives you visibility and control over the key ways to improve performance, resulting in substantial time and cost savings.

In addition, the resulting business insights can both help you identify and seize business opportunities and improve decision making, leading towards innovation which in turn improves customer experience: self-service portals, automated and personalised communications or streamlined contract management.

SIMPLIFY CONTRACT MANAGEMENT

Streamline contract creation, simplify management and keep on top of renewals with Workbooks CRM for contract management.

  • Manage all of your marketing campaigns and related activities in one place
  • Understand the ROI of marketing activities so you can focus your budget on what really works
  • Align sales & marketing and ensure timely follow-up of all opportunities
  • Improve sales execution by implementing best practices
  • Increase sales productivity with automated workflows, easy collaboration and a mobile app accessible anytime anywhere
  • Improve forecasting through visibility of your pipeline
  • Process and deliver sales orders efficiently, from initial quotes to contracts, orders and invoices, collect cash faster.
  • Get meaningful insights and make insightful decisions to drive sales & marketing performance

DATA DRIVEN DECISION MAKING
Get the data insights that put you in the driving seat.

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DATA INSIGHTS FOR SMARTER DECISIONS

When transport and logistics providers tap into data and reporting from CRM they gain valuable knowledge from information gathered from across the business, including insights into performance and trends which enable strategic decision making.

When implemented as a strategic tool CRM can provide the CEO and senior management team full visibility into the business performance which helps put them in control.

  • Create a ‘hub’ for managing customer information and account history
  • Manage data securely and compliantly
  • Manage SLAs and ensure that any risks are flagged
  • Manage margins for different services by keeping track of variable costs and sur-charges
  • Easily sync the information with your financial and other key business applications e.g. TMS and POD for maximum visibility and efficiency
  • Turn data into insights which can expose deeper challenges and help you to respond

A GUIDE TO EVALUATING CRM

Great long term customer relationships are primarily built through the hard work & enthusiasm of your employees. However, when we speak to businesses, they frequently explain how their employees’ ability to build relationships is hindered by disparate or outdated systems.

This guide aims to help anyone considering the purchase of a CRM – by providing insights into the things to consider and what to ask vendors when going through the selection process.

A GUIDE TO EVALUATING CRM
Step-by-step insights into how to evaluate which CRM is best suited to your business.

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Questions? Talk to our friendly team on +44 0118 3030 100

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