Booming during the pandemic and poised for strong growth over the next 10 years, leading logistics companies have been and continue to seek ways to leverage cutting-edge technologies to develop, improve services, and optimize their operational processes. Among these, Telehub is an indispensable solution that helps logistics companies enhance their competitiveness against rivals while ensuring a favorable return on investment (ROI).
- Current challenges in the logistics industry
Meeting the demand for continuous expansion while providing a comprehensive experience for customers is a key priority for transportation and logistics service providers. Therefore, they are constantly striving to digitize and optimize processes across customer channels and connect with their partner networks. The top challenges that Logistics & Transportation companies are facing include:
- Offer multiple delivery methods to suit customer needs. Examples: secure delivery of customer information, delivery to alternative or safer locations (within the premises, separate lockers, etc.), and confirmation of delivery. Without a strict management system, these transitions can easily lead to lost goods, cause obstacles for shippers handling final deliveries, and result in additional time spent obtaining customer confirmation.
- Ensure a seamless customer experience throughout and guarantee quality across the entire supply chain.
- Provide customers with the latest, most accurate updates on their orders. Consumers are increasingly tech-savvy and always want to know where their packages are at every stage of the delivery process. To provide transparency, end-to-end tracking will require logistics providers to integrate technology with real-time visibility across all stakeholders.
- The ability to quickly deploy customer service staff to handle a sudden surge in inquiries due to seasonal shopping/sales promotions or weather-related shipping delays.
- Capture and leverage customer data to understand transportation and delivery needs, accurately forecast demand, and continuously optimize the entire supply chain.
What challenges does Telehub solve for Logistics & Transportation companies?
Telehub – a solution that combines a contact center with smart features and CRM tailored to the processes of logistics companies, is one of the leading methods to help logistics companies overcome these challenges.
Bellsystem24-Vietnam is one of Vietnam's leading companies pioneering the development of Telehub for large domestic and international logistics and transportation companies. Bellsystem24-Vietnam's Telehub solution enables logistics companies to digitize and enhance their shipping and delivery services, including:
- Omni-channel contact center, ensuring customer information and transaction history are consistent across all multi-channel touchpoints: chat, SMS, phone, email, etc. The call center can accurately provide the location of orders in the delivery process as well as delivery points.
- Telehub also enables the direct monitoring and handling of customer complaints across all channels, thereby identifying outstanding issues and optimizing order fulfillment processes. Our team of professional agents is thoroughly trained to understand each logistics business, enabling them to establish professional complaint handling scenarios. They are always ready to provide 24/7 customer care, giving customers peace of mind when using our services.
- A large workforce, carefully selected and trained, along with operational processes based on international standards (CSAT, NPS, SLAs, etc.) can meet the sudden increase in demand when resolving customer complaints during the shopping/sales season.
With these advantages, Bellsystem24-Vietnam has successfully implemented Telehub for one of Vietnam's leading transportation companies, which has a delivery network covering all 63 provinces and cities.
The Telehub system has helped reduce the number of personnel required to handle customer issues by 60%, cutting complaint processing time from 5 days to 2-3 days according to reports. This has enabled the company to save 80% in operating costs while improving service quality in the eyes of customers.
Contact here If your logistics and transportation business is striving to optimize its operational processes, prepare for the company's strong growth over the next 10 years.
