A look at the metrics that shippers and their service providers use to evaluate the quality of customer service.
The use of new technology and tools—such as email, cellphones, and social media—allows shippers to stay involved, from order to final-mile delivery, no matter what the shipment, to create a superior customer service experience.
Robot maker e-Novia is testing a self-driving delivery system in Japan to service the areas hit by the 2011 Fukushima earthquake.
DLS Worldwide’s CRM System provides customers with a simple interface in which shippers can find multimodal quoting, booking and reporting, shipment tracking, and invoice management with online payment options.
The last mile is often the most challenging, costly, and technologically deficient portion of the delivery process. But as more and more consumers use e-commerce to order and ship everything from medicine to artwork, the shipping and logistics sector has to move to making last mile a strength and not a setback.
Companies that manufacture, sell, and deliver an increasing number of e-commerce oversize goods face a unique set of challenges when delivering to homes. Delivery teams not only need access to home interiors for set-up, they must also communicate in real-time with recipients so they’re home when orders are delivered. What’s more, they need far more customer service skills than the typical delivery driver.
This story examines how e-commerce retailers use last-mile fulfillment strategies to gain competitive advantage.
In September 2017, Amazon announced plans to open another headquarters in North America. Called "HQ2," the facility will cost at least $5 billion to construct. Locations are going the extra mile to win the bid for HQ2.
To prepare for this coming shopping season, supply chain managers need to engage key stakeholders to review current logistics operations and strategically assess whether or not they are prepared to meet existing consumer expectations.
As businesses look for ways to improve and optimize the supply chain with customers in mind, they need to factor in elements that will allow them to leverage the supply chain in order to fuel customer loyalty.
Evaluating the continuing alignment of customer requirements, acceptable associated risk and service provider capability.
Readers reveal the issues that could disrupt the supply chain…as well as their sleep.
Readers reveal the issues that could disrupt the supply chain…as well as their sleep.
Working with a specialized transportation provider will save you time and headaches while keeping your customers happy and costs down.
Get ready for a supply chain paradigm shift. These technologies will cause shippers to rethink cost-cutting measures and rewrite logistics strategies.
Readers choose between cost and customer service as the most important selection criterion for a carrier or supplier.
As consumers expect increasingly shorter delivery windows, last-mile proximity isn’t just nice to have, it’s a must-have. Will O’Shea of XPO Logistics’ offers these tips to leverage the last mile into a competitive differentiator.
Customer retention in today’s competitive marketplace is important. Thomas Griffin of DLS Worldwide offers the keys to customer retention.
Brands who never anticipated going global are finding that they all of a sudden are, thanks to the progression of e-commerce and increasing customer expectations.
Using the best logistics IT available, and partnering with world-class carriers and 3PLs, can help you find a better way towards supply chain success.
As entities responsible for brokering appropriate carrier rates, ensuring accurate quantities of orders and guaranteeing high quality of products, third-party logistics providers are extensions of companies’ brands.
Industry expertise is the most impactful way to positively affect customer service requirements.
Year after year, the IL 3PL survey reveals the importance of great customer service to shippers.
Wholesale distributor Ideal Supply re-routed its delivery network through the cloud with the help of logistics technology provider Descartes.
An instant selling and ordering procedure could be a differentiator for industrial companies looking to boost their customers' industrial buying experience.
Readers weigh in on the future of drones in last-mile logistics.
Robots coming soon to a warehouse near you; The supply chain plays a key role in developing circular economies; OSA-related driver fatigue causes new safety rule proposals
Multiculturalism can be the competitive advantage that makes the critical difference in the success of your supply chain operations.
A real time tracking platform helps you revolutionize your logistics operations by improving service while reducing costs.
With so many choices available, varying freight, and small package shipping needs, the 3PL service offering needs to be about more than the transaction.
The true measure of customer service is what team members, carriers, and supply chain partners do when something goes wrong.
The real value of a software partner can be found in the days and weeks that come after the learning phase. Most customers are looking for a positive experience to happen after the purchase.
Three retailers explain how they use logistics and other functions to deliver outstanding customer service.
As e-commerce continues to transform consumer behavior, retailers explore hybrid omni-channel supply chain models that deliver the best that online and in-store have to offer.
Amazon and Walmart vie for last-mile supremacy; Nevada community college establishes logistics program to meet Tesla labor demand; Industrial buyers think outside the box; Consortium establishes new chemical footprint assessment; VMI opportunities abound as shippers look to optimize inventory; study looks at the ghost economy
Retailers are implementing technology to more accurately forecast demand.
To help save money, shippers should build a strong relationship with their LTL carrier.
When it came time to face the ACE, HW St. John bet on an automated solution that streamlines processes and deals customers a winning hand.
A route planning systems can drastically reduce the time it takes to plan your transportation schedule. Other benefits include lower mileage and fuel usage, decreased carbon emissions, and increased customer service.
From first mile to last mile and every mile in between, truck drivers are the lifeblood of your supply chain. Meet some of these dedicated professionals.
Inbound Logistics asked these experts to weigh in on the dimensional weight pricing changes that UPS and FedEx implemented on January 1, 2015.
Increases in public and private aircraft demand have aerospace supply chain stakeholders changing the way they get things done.
As e-commerce and ominchannel raise expectations, and consumers become more impatient, supply chain practitioners turn to technology to help them perform.
Technology is enabling an unprecedented level of transparency and communication to help shippers and their logistics providers understand each other's operations, and collaborate in ways that were much more difficult in the past.
Geodis Wilson helps Alfa Laval deliver complex cargo to global destinations.
Investments in technology might just be the way to save Christmas.
Profile of Leslie Dean, senior director, supply chain, at Menchie’s Frozen Yogurt.
UPS makes major improvements to save Christmas; PANYNJ invests $5.5 billion to streamline port operations
Pilot program uses drones to deliver time-sensitive goods; Canadian government lines up two new bilateral trade agreements; Labor rights causing supply chain disruption; Using social media to understand carrier usage.
Kevin Hickey, Vice President, North American Customer Service for Maersk Line outlines the benefits of performance metrics, and the impact they have on carrier relationships and ongoing improvements.
Executives at two leading companies weigh in on supply chain’s value to their organizations.
When it comes to keeping up with demand, Game Stop's Bruce Kulp doesn’t play around.
Many companies use social media to improve supply chain operations by connecting shippers and service providers.
NRF’s Big Show unveils trends in the retail industry; Local couriers provide a solution to capacity constraints and empower same-day delivery; Ocean carrier industry beset by imbalances; Global RFID market primed for robust growth; Shippers plan for supply chain exceptions
Garrick Pohl of Zipments discusses how the company facilitates same-day delivery.
Chris Halkyard, chief supply chain officer for e-commerce site Gilt, discusses managing flash sale logistics.
As evolving retail models push shopper expectations, companies explore new models for delivering great customer service.
Geodis Wilson helps integrated design technology company Dana Innovations expand its international supply chain.
Companies such as Amazon show delivery speed and logistics agility provide the customer service levels retailers need to win.
Customer service is improving as some shippers and their service providers work to develop key performance indicators (KPIs) that measure customer service metrics.
Third-party logistics provider (3PL) Geodis Wilson helps apparel company Desigual establish its U.S. warehousing, distribution, and retail operation, and ensure shipment visibility and tracking.
Window and door maker Simonton partners with Cardinal Logistics for dedicated delivery to dealers and big box retailers across the United States.
Small companies face challenges in meeting the rules set out in vendor requirements manuals. Best practices help them comply with retailers’ supplier requirements successfully.
Retailers such as Brookstone, BuySeasons, Pet Supplies Plus, and Wayfair streamline their supply chains to deliver better customer service.
Distributor United Natural Foods Inc. worked with third-party logistics (3PL) provider Cardinal Logistics to consolidate from a multiple carrier network for its inbound logistics transportation to a dedicated contract carriage arrangement.
When Wells-Gardner Electronics Corporation outsourced its import and export shipping to Geodis Wilson, it reaped numerous supply chain benefits, such as reduced shipping times and improved shipment visibility, as well as avoiding duty and taxes.
Manufacturer Milo’s Tea Company outsourced its fleet to Ryder Supply Chain Solutions under a dedicated contract carriage arrangement. Benefits included reduced transportation costs, increased efficiency in managing seasonal surges, and improved fleet and driver reliability, which helped Milo’s better serve its customers.
Automotive component supplier IAC needed better control, visibility, and reporting to help weld its supply chain into a cohesive unit. ProTrans delivered innovation and customized solutions designed to control costs along IAC’s network.
John Rodeheffer of Zipline Logistics outlines how to find a 3PL that delivers "Golden Rule" customer service: who treat others as they want to be treated, with honest and transparent communication.
Jerry Levy of Specialized Transportation Inc. explains how to get the best service from white-glove logistics providers.
Logistics providers who work to understand shippers' needs help create customer service success, as illustrated by case studies involving Pep Boys, McCain Foods, and USG Corporation.
To survive and grow in today's demanding, competitive economy, companies must excel at both supply chain management and customer service.
When Boise Paper wanted to consolidate five Northeast region facilities into just one, it turned to Nexus Distribution for customer service excellence built on a sound implementation process.
Women’s apparel retailer Charming Shoppes praises the red-carpet treatment it gets from logistics partner Hyundai Merchant Marine.
A failure to communicate is the primary reason that 3PL relationships fall apart, according to Inbound Logistics' annual third-party logistics survey.
Supply chain automation is gaining ground, particularly in warehousing and middle- and last-mile logistics.
Companies fixating on a single process frees people’s time and energy for other tasks, but established processes can cease to be a means to an end and become ends in-and-of themselves.
The continued migration of people to cities and increase in online shopping will generate more freight deliveries to and within urban areas. Let’s talk about your company’s futureproof strategy to meet the challenges and opportunities of smart city logistics head-on.
Same-day production and delivery is possible if communications between production and logistics is fully automated. A live experiment showed the path of an urgently needed replacement part as it moved from the initial order through production to final delivery: all in a single day.
Rust-Oleum selected Celtic International, Transplace’s intermodal business unit, to provide intermodal and over-the-road transportation services for domestic shipments between its own facilities as well to its retailer customers.
A profile of Matt Cantatore, COO of Ollie, a national service that delivers healthy, high-quality pet food that it sells direct-to-consumers.
This article first introduces Jim Bramlett’s Hassle Quotient score and how the internet has changed how companies compete, then focuses on how the Hassle Quotient applies to transportation and logistics.
This story explores some of the ways retailers use customer service to build customer loyalty, both in stores and in the e-commerce channel.
This article recommends 12 strategies companies can implement to speed product flow in the supply chain.
Innovations in logistics technology are making it possible to apply crowdsourcing long used for product design or marketing feedback in ways that are solving new problems that include final mile delivery of groceries and e-commerce orders to homes and businesses.
New York City Department of Transportation is keen on collaborating with shippers, transporters, and receivers to rethink their delivery schedule and shift to off-hour deliveries (OHD) with the goal of targeting 900 business establishments by the end of 2019.
The trends affecting supply chains require an agile approach.
Drone technology company Flytrex, in partnership with Aha.is—Iceland's largest online marketplace—launched 13 new routes for an autonomous on-demand urban drone delivery service to serve nearly half of Reykjavik.
Without great delivery route planning and scheduling, all the smart, powerful technology invested in grinds to a halt at the final hurdle.
Are last-mile deliveries being left to ununiformed, lightly skilled, newly hired Uberesque drivers, despite technology upgrades and changing consumer demands?
Is outsourcing your fulfillment the best option for your business? Here are 15 important questions to ask a potential partner.
Here’s how to navigate disruptions in the supply chain and turn them into new opportunities.
By following these steps, e-tailers can lower return rates, increasing profits and creating happier customers.
A new class of drones can speed inventory counts, administer life-saving medicine, anticipate your caffeine needs, and keep golfers on course.
The fulfillment part of multi-channel e-commerce is tricky; store delivery is one possible last-mile option.
The e-commerce space is evolving quickly, and retailers must take care to consider consumers' shifting expectations, especially when dealing with younger shoppers.
If you’re a small business trying to establish yourself or grow in e-commerce, you know it can be an uphill battle. That doesn’t mean you can’t compete.
Executing against the wrong e-commerce strategy – or not having a strategy at all – is a recipe for higher costs and lower customer satisfaction levels and can have a major negative impact on your business.