The logistics and transportation industry is experiencing a digital revolution. In the face of a labor shortage and needing to do more with less, 3PLs are looking to technology to increase agent efficiency and move more freight. Front’s customer communication platform streamlines shipper and carrier operations for more than 500 3PLs, including Priority1, Sennder, and Estes Forwarding Worldwide.
With Front, 3PLs save thousands of hours per month, manage more loads, and deliver world-class customer service. Below, we share five supply chain management workflows that will increase your operational efficiency without hiring more brokers.
Automatically categorize, route, and assign incoming requests
For 3PLs who want to win more business, this is a must. Front’s tagging, routing, and assignment capabilities enable you to design communication workflows that streamline your shipper and carrier operations. The result? More daily shipments managed per agent.
Tag, route, and assign using:
Keywords like Tender, Order, Urgent, Hot Load, and more
Custom fields like Account Manager, geographic region, or service
Round robin or load balancing
Set up escalation workflows that alert relevant team members
Did your direct report comply with the service level agreement? How many emails is each teammate handling? Who is owning the follow up? If the answer to any of these questions is "I’m not sure," you’re in a similar boat with most logistics companies - email is not designed for collaboration or customer service. The vast majority of 3PLs struggle with unclear ownership and bumpy handoffs, leading to a poor customer experience.
Front’s customer service SLA rules, manager visibility, and customizable escalation workflows give 3PLs a toolkit to put supply chain management processes in place that ensure prompt, comprehensive replies.
For example, you can create escalation workflows that notify teammates when:
Messages do not receive a reply after a certain amount of time
Emails contain certain keywords or come from a certain sender
Internal comments or tags are applied to a conversation
Save common responses and centralize necessary information
Logistics is a speed game. The fastest replies win business and foster strong relationships with shippers and carriers. Too often, 3PLs waste time typing a similar response to common requests and searching for relevant information across multiple windows like your TMS, Teams app, and email inbox.
Fronts message templates, comments, and integrations help you:
Create saved replies for common inquiries as a starting point
Send internal chat messages in the same place as your emails
Add a link back to your TMS to increase efficiency
Integrate your TMS for comprehensive, fast replies
Information silos slow your team down. Front’s platform is an open ecosystem, so you can build integrations for any system with an API. Bring all of your relevant customer and TMS data into Front to automate manual supply chain management processes.
By integrating your TMS with Front, you can:
See relevant shipment information alongside your email communications
Route messages to or notify the right teammate based on information from your TMS
Automatically pull information like shipment ID, load status, pickup time into a reply
Measure team performance and customer satisfaction
You can’t improve what you cant measure, and email can be a major blindspot. It doesn’t provide insight into message volume, response time, and other key team performance metrics. Tracking customer satisfaction either requires another tool or worse, doesn’t happen at all.
Front’s customer communication platform offers pre-built reports for team performance, SLAs, customer satisfaction and more.
Use analytics to:
Identify the busiest time of day and staff accordingly
Highlight top performers and reward their efforts
Discover how customers feel about your service
Streamline your shipper and carrier operations today
Optimizing and automating your supply chain management processes is key to stand out in a crowded marketplace.
Front’s customer communication platform allows 500+ 3PLs and transportation companies to deliver fast, accurate customer service at scale. We transform three fundamental business operations so you can:
Categorize and route messages to the right person automatically
Respond with speed and personalization
Measure and improve team performance and customer satisfaction
Get started with Front and implement these 5 supply chain management workflows! You can expect to move more loads per agent without sacrificing quality service.
Written by Jacob Vasquez
Originally Published: 3 April 2023