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Whale Logistics Group Meets Growing Demand with Superior Freezone Warehousing Services

Frederiek Toney President, Global Ford Customer Service Division Ford Motor Company Speakers

customer service in logistics

We deliver these services through an interconnected global network of more than 300 business units in 76 countries across six continents, with a significant presence both in high-growth and mature markets. Wherever we operate, we integrate sustainability and responsible corporate citizenship into our activities, striving for a positive contribution to the economies and communities where we live and work. You can foun additiona information about ai customer service and artificial intelligence and NLP. Michael Rabaud is Head of Digital, Data and Innovation of CEVA Logistics, a subsidiary of CMA CGM Group where he has worked for the last 15 years.

Your order management system becomes the single source of truth, regardless of whether you’re posting orders from your own warehouses or using a 3PL. Be sure you know whether you’ll be credited for broken or lost items—understand the service-level guarantees offered to gauge your liabilities. The advantage of using a 3PL is you can lean into a partner’s existing setup to store, pack, pick, and ship orders. Evaluate how efficient that process is and whether they’re equipped to handle a rise in inventory as your own business scales. Likewise, choose a 3PL that is also looking for a long-term partnership, such as one that’s able to advise you on how to maximize sales, reduce costs, and optimize your supply chain operations. It will ship goods closer to your buyers to ensure they’re always available in the closest warehouse possible.

customer service in logistics

FedEx charges fees for these retail services, contributing to the company’s overall revenue. In addition to primary package delivery, FedEx offers various value-added services that customers can opt for to enhance their shipping experience. One such service is insurance, while they provide the first $100 of insurance for free, packages that are higher in value can require additional insurance payments.

What Is Logistics?

Given the logistics industry’s seemingly endless transformation, logistics management is naturally made up of many different elements. These components include the planning, procurement and coordination of manufacturing materials, strategizing the development of a product and reclaiming materials and supplies involved in the manufacturing of a product. For logistics managers, keeping track of the many different aspects of a supply chain can be nearly impossible. Luckily, logistics tech has successfully reshaped the industry, turning it into a robust sector fueled by the rise of innovative new technologies. The importance of logistics also stretches to simplifying communication and reducing costs.

Providing Cost Savings and Customer Service – Inbound Logistics

Providing Cost Savings and Customer Service.

Posted: Wed, 17 Apr 2024 07:00:00 GMT [source]

The company offers services such as fulfillment, e-commerce platform integration, and last-mile delivery. These solutions cater to businesses looking to optimize their e-commerce operations and meet customer demands. FedEx earns revenue by charging fees based on the volume and complexity of e-commerce services.

Supply Chain Solutions

We offer services and technology for managing the end-to-end shipping process—from individuals to enterprises, local to global. Logistics may not be the first thing that comes to mind when a purchase is made online or in a brick-and-mortar store, but it is undeniably intertwined with everything we buy. Logistical considerations affect global supply chains, what items are in stock and when as well as where manufacturers chose to build their facilities. These influences are just one way that logistics displays importance in our global economy. For the past three years the Warehousing Education and Research Council (WERC), has found that respondents of their annual benchmarking report their top business and operational strategy remains customer service (40.9%).

Increases in delivery volume also trigger greater dispatch demands, which requires an increase in dispatch personnel and more driver support issues. While inefficiencies in any phase of the supply chain are problematic, those involving last-mile logistics often attract the most attention because last-mile logistics is the link in the supply chain that most directly affects the customer. Consequently, inefficiencies in last-mile logistics have the greatest impact on customer satisfaction and customer loyalty. In excess of 90% of Axle’s employees are supply chain or logistics graduates from the University of Tennessee, the two estimated. That academic training brings a greater level of sophistication and willingness to think outside the boundaries of a traditional broker in order to better serve Axle’s customers, Johnson said.

The key commercial lever retail businesses have at their disposal to mitigate the impact of such volumes is reverse logistics. Without well marshaled returns management processes in place, operational costs can quickly spiral across transportation, storage, and handling expenses for returned products. What’s more, if returned products are not efficiently reintegrated into inventory, businesses may struggle with overstocked or understocked items, affecting overall supply chain management and profitability. Much of delivering good customer services relies on logistics operations, including speed, quality, cost and fulfilment. It connects all stages of the supply chain – from production, storage, transport, and delivery – to optimise the flow of goods. The result is more streamlined, accurate, reliable deliveries and the potential for improved customer experience.

MSC also offers eco-friendly solutions for customers committed to reducing carbon emissions. “Our recent Biofuel Solution allows our customers to opt for biofuel made from used cooking oil (UCO) to bunk their shipment, which is more environmentally friendly than traditional 100 percent fossil-based fuel. This solution is MSC’s first carbon in-setting program, designed to reduce carbon emissions from within the business supply chain. It is part of the company’s commitment to accelerating environmental change in the industry through concrete actions,” revealed Ms. Onvorata. Before the lender pulled funding, USLS implemented many strategic initiatives aimed at stabilizing and revitalizing the company over several months, according to the release. To meet the requirements of an increasingly demanding operating environment, 3PL organizations are teaming up with AI-driven software providers.

Then we will use the feedback from that soft launch to determine our roadmap for its full-scale deployment. And predictive logistics will also allow us to be much more proactive and service-oriented with our customers. For example, instead of just reacting to delivery issues after they happen, we will be able to anticipate them, and proactively propose solutions and options to the customer. Artificial intelligence will make these sorts of services reliable enough to become a viable and realistic business strategy. Michael Podolsky, co-founder and CEO at PissedConsumer, an online reviews and complaints platform, told CMSWire that retailers have adapted by prioritizing efficient logistics and customer-centric policies. DHL Supply Chain and Accuray Incorporated have announced they have entered into a global service parts logistics partnership that will further strengthen the Accuray  aftermarket supply chain and expand the company’s customer service globally.

The Chapter 7 bankruptcy filing will enable an orderly liquidation of the company’s assets, ensuring that creditors are treated fairly and equitably. While leadership “deeply regrets” the impact of this development on its employees, stakeholders, and customers, the USLS leadership team has committed to ensuring that the bankruptcy process is handled with integrity and transparency. Fahmi reminded the industry that the use of technology such as AI can improve service quality without reducing the need for human labour.

Businesses that try to balance between AI deployment and personalised (human) customer experience, are likely to be more resilient whenever this technology does misbehave. When it comes to logistics then, it makes sense for such businesses to partner with likeminded companies, especially where their supply chain is concerned. A.P. Moller – Maersk is an integrated ChatGPT logistics company working to connect and simplify its customers’ supply chains. As a global leader in logistics services, the company operates in more than 130 countries and employs around 100,000 people. Maersk is aiming to reach net zero emissions by 2040 across the entire business with new technologies, new vessels, and low-emission fuels.

In this edition of LM magazine, we had the opportunity to speak with Ms. Rungruedee Kurutuch, Deputy Managing Director, and Ms. Onvorata Tansuhaj, Business Development Manager at Mediterranean Shipping (Thailand) Co., Ltd. As the global market faces rapid and volatile economic changes, MSC differentiates itself as an industry leader by developing innovative, ChatGPT App future-oriented solutions. The company focuses on integrating digital technology to enhance service efficiency while conducting business sustainably, guided by a clear vision and mission. It was announced on Friday, June 21, that the company, which is more than 30 years old, had filed for bankruptcy under Chapter 7 and will liquidate its assets immediately.

customer service in logistics

Digitize and automate to support the full order life cycle and boost the customer experience. Kinaxis empowers you to make the most of your network with an unlimited number of potential connections. Always select the best partners and routes for each customer order and broaden opportunities for optimization and multi-party collaboration across all inbound, outbound, and after-sales flows.

Thanks to our global coverage and scale, we can provide the same levels of services wherever the customers would like us to support them. Vietnam is affirming its position as an important logistics hub in the region with outstanding development in production, import-export, and attracting foreign direct investment. Through this, Maersk has been leveraging its strengths and finding new opportunities to drive success for customers and partners in Vietnam, while contributing positively to the development of the logistics industry and the economy. Customers will benefit from improved inventory control and the flexibility to import/export goods without incurring duties, optimizing their supply chains and reducing costs. Together, these improvements ensure faster delivery times and full compliance with customs regulations.

It has been estimated that as much as 60% of consumers will read through a return policy. More broadly, consumers have become used to omnichannel retail and expect consistent service excellence across all touchpoints — including customer service in logistics returns. Sub-optimal service levels here can cede competitive advantage to rivals and damage customer retention. We work with our customers to create tailor-made solutions  that adhere to their complex requirements.

The FedEx Business Model revolves around providing reliable and efficient delivery services to businesses and consumers worldwide. Founded in 1971, FedEx has become a global leader in logistics, offering a wide range of shipping options, including express, ground, freight, and international services. The clear outline of expectations and goals in addition to the commitment from both companies to provide the best possible customer experience has proven to create a long‐term, successful business relationship. Open communication and alignment of delivery strategies with the customer vision will continue to be the cornerstones of the value‐added services Hub Group provides to ensure customer satisfaction. We are a leader in time-definite, guaranteed small package delivery services in the United States.

  • This groundbreaking service disrupted the industry and solidified FedEx’s reputation as a reliable and efficient delivery provider.
  • We work with our customers to create tailor-made solutions  that adhere to their complex requirements.
  • Axle Logistics stays involved with the University of Tennessee Haslam College of Business, where the team gives talks, visits classrooms, and sources their interns.
  • In our journey as an integrated logistics provider, we are looking at every opportunity that can create value for our customers.
  • The power of artificial intelligence (A) lies in its capability to solve pressing problems.
  • According to the National Retail Federation, for example, U.S. consumers returned 16.5% of the goods they purchased in 2022 — costing retailers an estimated $816 billion in lost revenue.

Michael graduated from IMT Atlantic (formerly Telecom Bretagne) and Grenoble School of Management. What we really appreciated in this whole experience was how there wasn’t a CEVA team and an IBM team; there was just one team composed of people from CEVA and people from IBM, all working together to deliver this project. This was a complex project with new kinds of data that had to be managed in real time, and a whole new experience in terms of design. With those kinds of constraints, success can only happen if the best people are working together toward a single shared objective, and that’s what we had here. While brands are striving to be ever-present to answer questions, they are realizing that excellence in customer service requires more than just responsiveness. Companies need to integrate data across channels to understand customers’ full histories, anticipate needs and resolve problems swiftly.

Internal meetings are held to keep open communication flow on opportunities and trends as well as set assignments and progress goals within both companies to enhance the customer experience. “Whale’s free zone warehousing service benefits from our experience, expertise, and global standards. Our services are operated by a professional team with specialized knowledge in customs clearance regulations, law, marketing, and warehouse operations,” Mr. Sonchaeng explained.

CT Logistics

Despite initial financial difficulties, FedEx achieved profitability in 1975 and continued to experience steady growth. The company consistently invested in its infrastructure, expanding its fleet and opening distribution centers worldwide. By the 1990s, FedEx had established a global presence, serving customers in over 220 countries and territories. The roots of FedEx can be traced back to the early 1970s, when Frederick W. Smith, a Yale University undergraduate, conceived the idea for an air cargo company that could deliver packages overnight. At the time, the logistics industry relied heavily on slow-paced ground transportation, leading to delayed and unreliable deliveries. By working with Exotec and equipping our supply chain with Skypod® robots, we are positioning our after-sales logistics, and our Villeroy site in particular, at the cutting edge of innovation.

customer service in logistics

Supply chain management and logistics are often thought of as one in the same, but the terms actually capture two distinct parts of what it means to move resources. Join today to access Automotive Logistics’ wealth of global news, insights, intelligence and to make important connections across the automotive industry. DP World will implement new processes to speed up turn around times at Jebel Ali Port, cutting bunker fuel consumption and reducing emissions. As these trends gain traction, they create new opportunities and challenges for businesses. Staying ahead in this dynamic landscape requires continuous innovation, adaptability, and a commitment to embracing new technologies and sustainable practices.

Once customers have chosen the desired service, they can schedule a pickup or drop off their package at a nearby FedEx location. The company offers shipping options, including next-day delivery, international shipping, and customized logistics solutions. FedEx’s tracking system provides real-time updates on package status, allowing customers to monitor their shipments throughout delivery.

Philippe Goloubev is Project Manager and Solution Architect for Business Transformation at IBM Consulting France. During his 8 years at IBM, he has built and industrialized solutions on a large set of technologies, from mainframes to cloud computing, with a strong focus on real-time Data & AI platforms. He graduated from Supaero, with a specialization in Computer Science & Machine Learning. Guilhaume Leroy-Méline is the Chief Technical Officer for Business Transformation at IBM Consulting France. He builds intelligent and sustainable workflows leveraging Data, AI, Edge and Quantum technologies integrated with enterprise applications and digital experiences. During his 16 years’ experience at IBM, he worked for multiple industries including aeronautics, finance, telecommunication, manufacturing and logistics.

Thanks to this solution and the teams in place, we will be able to increase the number of orders served by 25%, and reinforce our commitment to customer satisfaction, which remains a priority for all of us. “Businesses need a complete view of their customers to deliver elevated customer service experiences and drive growth,” added Abraham. Specifically, the integration has helped Lion Parcel’s customer service team to focus on problem-solving process so the team could be “more effective and measured”. Meanwhile, general inquiries such as delivery fees and agent locations will be answered by AI.

3PL involves outsourcing logistics and supply chain management functions to external service providers. “Some use cases will offer optimization opportunities, and some will not.” One recent Fortune 500 company was able to reduce wasted warehouse worker footsteps by 40%, increase picking efficiency by 15%, and increase put-away efficiency by 20%. Factors contributing to the level of AI success include the size of the facility, current worker expertise, product velocity, and the degree to which operations have already incorporated machine learning. AI is more efficient in these decisions because it incorporates the principles of the traditional “digital twin” into its software. “Making the digital twin part and parcel of the core AI product allows it to orchestrate greater warehouse efficiency, which results in a better client experience,” says Eisbart. Westlake Global Compounds recently announced a collaboration with FourKites to offer real-time shipment tracking as part of its logistics and customer service offerings.

Leading Innovation in Logistics and Customer Service – Metro Shipping

Leading Innovation in Logistics and Customer Service.

Posted: Wed, 30 Oct 2024 12:14:24 GMT [source]

Act on what you see and steer orders from directly within the app to ensure the most optimal and cost-effective movements across the supply chain. According to the National Retail Federation, for example, U.S. consumers returned 16.5% of the goods they purchased in 2022 — costing retailers an estimated $816 billion in lost revenue. Without a doubt, artificial intelligence (AI) is here to revolutionise the world, logistics included. The content in this article is to speak to trends and insights Maersk sees in the industry and not necessarily representing our position or strategy around automation and AI in the warehousing space across any particular region of the world. In February 2023, Microsoft announced a new version of their search engine Bing, in which users can search via conversational prompts, powered by the same technology as ChatGPT.

Its strategic partnerships and acquisitions have facilitated further growth and expansion into new markets. FedEx’s business model is built on a foundation of flexibility, scalability, and adaptability, positioning the company for continued success in the future. By understanding these factors, FedEx can make informed decisions to leverage its strengths, address weaknesses, capitalize on opportunities, and mitigate threats in the dynamic and competitive logistics industry.

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