Why Logistics Should Have Call Center Software?

In this article you'll learn why logistics should have a call center software on their operation and the benefits and advantages of using one

Logistics Call Center Software

It defies logic as to why logistics should have call center software in their infrastructure when they already use software specific to their industry. It’s deeper, and you will see just how robust call center software is for logistics. 

Typical logistics solution

The industry itself is complex, and software solutions are by no means simple in a modern-day logistics and supply-side setup. Typical logistics solution may cover the entire gamut of services such as: 

  • Fleet management with GPS to know the precise location of fleet vehicles and expected arrival times, and even the condition of the vehicles
  • Keeping customers and their end buyers informed through the tracking system, taking care of returns and replacements, dispute resolutions
  • Inventory and warehouse management systems, inward process, packing, outward process
  • Inquiries, quotations, orders, billings, payments, follow up

Logistics is a sort of triangular operation in which the shipper customer is the primary customer. The buyer of the shipper customer is also considered to be a customer as such logistics must serve their immediate customer and the end customer. Logistics software falls short in communications through different channels, call routing, records, and analytics. This is where inbound call center software and contact center software proves invaluable for logistics. 

The triangular connection

Logistics operators may assume, and rightly so, that end customers of their immediate customers are no concern of theirs. However, this would be a short-sighted approach. Call center software incorporation into your logistics service infrastructure will positively impact your business growth by addressing both the immediate and the end customer without any extra effort. 

  • For instance, you can keep both parties updated with the latest developments through SMS, email, or voicemail, using the call center software’s omnichannel feature. 
  • All such interactions are centralized into a CRM database that gives you a clear picture of a situation and enlightens your immediate customer, the shipper. 
  • The end customer can dial a helpline number, and the call may go to the seller. Still, the call center software can set up routing (or IVR) to divert the call to the right person in your logistics sections to respond satisfactorily. Your immediate customer (the shipper) can be kept updated on what action you have taken. 

This is a simple scenario. It can be pretty complex since logistics operators usually have branches in different locations, as do the shipper clients. If an end customer raises a query, it can travel along the route from the primary customer’s head office to their branch office and then to the local logistics representative who sends it to the head office of the logistics company. This leads to a loss of time and diversity of efforts. You can use the call center’s automatic call distribution and skill mapping to short-circuit this long process and deliver prompt, highly satisfactory end customer response while keeping your primary customer happy. 

Offices usage with logistics call center software

Your branch office may receive a query for a quote which they pass on to the head office. This could result in a lot of to and fro emails. Cut short the process by getting into an audio-video conference, send an email within the forum, and arrive at a sale.

Call center solutions contribute to a 41% increase in sales revenue by first call resolution. Likewise, existing customers receive prompt and satisfactory responses. Since agents in logistics can access CRM and have up to the minute information to provide excellent support. 

Inbound call center software can help with pickups and drop-offs and scheduling such activities without a hitch across different locations. You can keep track and systematically follow up and mark cases as resolved. Each case has an associated ticket and comprehensive data in the CRM for later analysis if required. You could streamline and improve all processes across several branches. 

Any channel touchpoint

Logistics operators may wish to obtain the report from truck drivers. Who may not have access to the internet while in the field. However, they can use GSM phones to stay in touch through voice or SMS. Omnichannel call centers seamlessly integrate all these channels. So, let you switch from one to another depending on availability and convenience on both sides. 

Any time availability with logistics call center software

You may have hundreds of employees, but they work during office hours. Callers may call at any time, and the unavailability could lead to frustration. Call center solutions feature self-service IVR that let callers get preliminary information or leave behind a request to call back. Your services are up and running 24×7. 

Call center software, as you will find when you start using it, enables you to keep separate lines for inquiry. Claims handling, rate quoting, dispatch notification, and order management. Yet, everything is linked together, and data is centralized. 

In conclusion, we’re only skimming the surface of what call center software can do for logistics. Get in touch with a provider of call center solutions. To find out just how indispensable it is for your operations.