“(…) how can you deliver this new level of customer experience, while managing costs and limiting business disruption? By making your supply chain customer-centric.”
-“For Supply Chains, Customer Experience Is the New Differentiator”, Supply Chain Brain
A truly customer-centric supply chain is built entirely around the customer. In other words, the supply chain and processes are built to make your customers' journey and experience as accurate, convenient, and efficient as possible.
Key takeaways for providing a seamless customer experience:
Invest in a system that centralizes and synchronizes your data.
Analyze data and improve operations with customers in mind.
- Use synchronized information to create a seamless experience
Offer customers visibility and convenience.
Invest In the Right System
To compete in today’s multichannel world, experts advise that companies should work on developing the right systems, technology, and operational architecture sooner, rather than later.
As we’ve explained in our previous blogs, adopting new supply chain technology can often be easier than you think, whether you’re upgrading from an outdated system, integrating with an existing legacy system, or switching away from a paper-based one.
Analyze Data Improve Operations With Customers In Mind
“(…)new customer expectations demand that you offer end-to-end, real-time visibility. This includes real-time actionable insights, status updates, ETA calculations, analytics and reports, all viewed through a “single pane of glass. It’s about analyzing data, identifying gaps and implementing processes to leverage that data to continually improve operations with the customer in mind.” -Supply Chain Brain
For several years now, experts have emphasized the importance of comprehensive data and visibility. Similarly, Forbes found that “(…) 49% of Supply Chain Leaders (the top 12 % of respondents) can capture real-time data insights and act on them immediately, while 51% use AI and predictive analytics to capture insights.”
These detailed insights can be a key part of better serving your customers, helping you identify problem areas, untapped opportunities, as well as new revenue opportunities with new and existing customers.
Use Synchronized Information To Create A Seamless Experience
Gartner highlights how the right technology can link your sales and fulfilment teams to deliver an unparalleled customer experiencing, and to maximize the effectiveness of each touchpoint between you and your customers.
To illustrate their point, they highlight how a seamless flow of information between the sales team who meets a potential customer at a trade show; a customer service rep who helps with their queries; and the warehouse and delivery team can create an efficient and intuitive experience for a customer.
Offer Customers Visibility and Convenience
“By bringing together the entire procurement process and integrating with internal systems (including your enterprise resource planning application), a B2B purchasing portal allows you to manage the supply chain in a smarter way, and address sudden changes in a timely manner.” - Supply Chain Brain
Providing self-serve options, comprehensive tracking, and easily-accessed documentation adds a level of convenience for your customers. According to Nuance Enterprise, 67% of customers would rather use a self-service option instead of speaking with a company representative. It’s not hard to see why: a self-serve portal allows them greater control of their own information. Additionally, a self-serve portal can cut down on the wait times that often arise when to contact you to access information.
Add Last-Mile Efficiency
“55% of those surveyed in a Capgemini Research Institute report claimed they would switch to a competing brand if it offers a faster delivery service. However, the complexities and costs of B2B logistics still make meeting accelerated delivery demands difficult.” - Future of Sourcing
A Forbes article notes, “when you have omnichannel sales models, you also need omnichannel logistics models to deliver what the customer wants, when, how, and where they want it.”
According to our internal statistics, B2B and B2C delivery can be enhanced up to 25% by route optimization tools, along with digital solutions for normally time-consuming paper-based tasks like collecting and filing proof of delivery documents and invoices. This ensures that your customers get items as quickly as possible, with minimal administrative overhead.
Get In Touch
Creating a customer-centric solution might seem daunting at first. However, with the right tools, the time it takes to implement the system is well worth it, both in terms of improving your customers' experience and helping your business succeed in an increasingly competitive space.
To learn more, reach out to one of our team members, through the contact form below. We’ll be in touch shortly!