New Tech to Raise the Bar for Carrier-Shipper Customer Experience

On-demand consumer expectations are spearheading the digital transformation of freight and leaving today’s shippers examining their customer experience (CX). How does this impact you, the transportation provider?

As the always-connected consumer expects shippers to improve their game, carriers, and 3PLs must also level up. 

Shippers are competing with multifaceted end-user demands 

Thanks to e-commerce, not only do consumers expect immediate satisfaction in knowing their order will be received promptly (next and/or same-day delivery), but they also want a thoughtful customer experience (CX).  

According to the National Retail Federation, 65% of consumers apply “free shipping” search filters before adding products to their online shopping carts. A fast and free shipping promise from your shippers means you must now consider optimizing your operational spending to offer lower rates and expedite deliveries.  

Moreover, your shipper's service demands are now far beyond their logistics and delivery expectations. Your customer now wants exceptional support when it’s convenient for them. Enhancing your CX must go outside the traditional customer service channels (such as email and call centers).  

A seamless & connected experience is part of the journey

While putting the customer first should already be a part of every carrier’s or 3PL’s mission statement, shippers depend on you to update and better align your data management strategies with the digital evolution within the freight industry. 

Thanks to improved computing power and access to data in real-time, you can: 

• Arm them with enhanced visibility through Track n’ Trace support
• Streamline accounts receivables and accounts payables automated billing and invoicing
• Digitize and archive your proof of deliveries with a modern POD Retrieval system

At the forefront of this evolution, however, is Artificial Intelligence (AI), which powers machines with human intelligence and makes critical parts of the supply chain even faster.  According to Transport Topics, chatbots are an excellent example of how Artificial Intelligence (AI) enables valuable connectivity.  Utilizing chatbots allows your customer service team to engage with your shippers in real time, empowering them to save time and gain insight. 

Robotics Process Automation (RPA) is a significant area of focus of AI in logistics right now. Essentially, it is how the industrial Internet of Things (or IIoT) will work effectively in warehouses and distribution centers to facilitate the realization of the next-gen supply chain. Beyond automation, this empowers your applications with cognitive decision-making ability to serve your shippers better.

Another example of AI in practice by transportation providers is DDC's Auto-Extraction & Structuring. The solution takes raw BOL data and cleanses and structures it based on your business rules within seconds of receipt by leveraging cutting-edge machine learning.

"Our customers want the information faster and faster. It’s really important for us to get the data back to them as fast as humanly possible," said Tad Blackburn, vice president of administration for Estes Express Lines. "DDC's solution allows us to achieve these goals."