Aggravated when your packages don’t arrive on time? Your customers
are too. In this 3 Minute Explainer, we explain why delivery
exception management is a must-have for parcel shippers.
In 2020, an iconic British retailer entered administration and later
announced it would be liquidated. The brand was later bought by an
online-only retailer that would not retain any of the company’s
The closure of such a longstanding retailer was a huge blow to high
streets, British and Irish shoppers — and most especially, the
company’s thousands of employees.
But if you’d ever tried purchasing goods online from this retailer,
the closure may not have been a surprise. The delivery and customer
service was, in my experience, terrible.
The last time I purchased online from this retailer, one package
arrived late. The second never arrived at all. Customer service
refunded the purchase, but would not give me the service I actually
wanted — to resend the package. I took my business elsewhere and never
shopped online again with this retailer.
At a time when e-commerce volumes are soaring, companies can no
longer afford to be lax about the delivery experience. If they are,
their competitors will win market share and customer loyalty.
If you ship high volumes of packages or high value goods, you need
delivery management tools. Around 40 percent of us will not purchase
from a company again after a poor delivery experience. After all, when
you buy online, the delivery is the customer experience.
For a long time, getting a parcel out the door and onto a carrier’s
van meant that the job was done. After that, the parcel was the
carrier’s problem. If a customer wanted to know the status of the
delivery, they tracked it on the carrier’s website.
E-commerce is growing across many industries, not just retail.
Companies that ship business-to-business may think that their customer
expectations are lower than those who ship business-to-consumer. That
is no longer the case.
Whether you ship B2B or B2C, you are shipping to a person. Therefore,
the delivery experience is critical.
Exception Management offers shippers a centralized portal to
track all shipments, with all carriers, anywhere in the world, in the
Delivery Exception Management — or DEM — is a single location to get
visibility into all shipments both to and from your customers from the
time of carrier pick-up through to delivery.
If you are using multiple carriers, managing visibility can be a
challenge. Different carriers use different status updates. With DEM,
shippers can harmonize these and share them internally and with customers.
The real power of DEM, however, is “exception management.”
With DEM, if a package is at risk of missing its promised delivery
date, the solution will alert the appropriate personnel so that you
can take action. Without exception based alerts, your customer service
team will be inundated with WISMO calls — Where is my order? With
exception alerts, you’ll know before your customer does if there is a problem.
With DEM, you can raise tracers for lost or damaged shipments. This
also allows you to contact the carrier and collaborate to resolve
issues if and when they arise.
All this functionality is available whether you are engaged in
domestic or international shipping.
Offering excellent customer service is important to any organization
that relies on repeat business. Accurate information regarding
delivery is critical to this. None of us like having to chase late
deliveries, whether we are shopping online for ourselves or purchasing
critical items for a business.
DEM allows you to leverage real-time intelligent visibility. As a
result, your customers are kept informed throughout the delivery
journey. Benefits of using DEM include:
The ability to offer flexible delivery options
Real-time data updates to your customers
Proactively respond if a package is at risk of missing its
Chain of custody controls for high value items.
Branded tracking alerts to showcase new products and offers
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NECESSITY OF E-COMMERCE DELIVERY OPTIMIZATION
TO CHOOSE E-COMMERCE SHIPPING SOFTWARE
LAST MILE DELIVERY: CHALLENGES AND OPPORTUNITIES