COVID-19 has caused a huge spike in online shopping, contactless home deliveries, hyperlocal selling, on-demand home services, and a lot more. These trends have changed the way people buy and sell.

What defines customer experience in logistics?

Convenience of placing orders online

Convenience of placing orders online

Fast deliveries

Fast deliveries

Hassle-free returns

Hassle-free returns

Customer-preferred delivery time slots

Customer-preferred delivery time slots

Real-time visibility

Real-time visibility

Efficiency of delivery staff and support teams

Efficiency of delivery staff and support teams

Partnering with B2B Service Providers for Better Customer Experience

Businesses may not own all expected services, hence they partner with B2B service providers. B2B service providers like 3PL distributors, skilled partners,or professional customer care teams enable businesses to improve customer experience.

Hyperlocal Delivery Model

A fresh food dealer or supermarket employs a logistics service provider to carry out day-to-day delivery operations to customers.

Direct-to-Consumer Retailer

A D2C retailer relies on third-party warehouse providers to stock up merchandise in high-density demand locations for faster fulfillment.

Partnering with B2B Service Providers for Better Customer Experience

How B2B service providers contribute to customer experience?

B2B service providers sign annual or longer contracts. They

  • Ensure that service executives are available during requested date and time
  • Contribute to smooth delivery operations so as the client company achieves its SLAs.
How B2B service providers contribute to customer experience?<

How B2B service providers support brands in serving their customers?

Customers’ preference for digital customer service channels has increased from 24% to 38% when compared to 2015. - Northridge Group, State of customer experience, 2020 Business and Customer Service Trends

Customer places an order through an app or contacts with the front-end staff

Customer places an order through an app or contacts with the front-end staff

Front-end staff forwards the order to store

Front-end staff forwards the order to store

The store collects the order and gives it to the backend team of a B2B service provider

The store collects the order and gives it to the backend team of a B2B service provider

The front end team speaks with the customers for any queries or grievances.

The front end team speaks with the customers for any queries or grievances.

Finally, the customer receives the ordered product

Finally, the customer receives the ordered product

The B2B backend team works on last-mile logistics operations and delivers the product

The B2B backend team works on last-mile logistics operations and delivers the product

Increased Pressure on B2B service providers

B2B Logistics provider has two parties to satisfy. One being the client who outsources logistics operations to them, and the other being the real-end customers.

Speed matters for customer issue resolution with 55% of customers waiting an hour or less to switch to a different channel if their issue is not resolved, driving up customer effort and cost. Business leaders think that customers will wait at least a day before making a second contact.- Northridge Group, State of customer experience, 2020 Business and Customer Service Trends

B2B logistics providers must ensure speed, efficiency, and professionalism to their clients. They require a robust logistics planning and supply chain management software to improve customer experience.

Increased Pressure on B2B service providers

How logistics tech can help B2B service providers meet customer expectations?

Minimizing fleet fuel costs

Accurate Duty Assignment

Helps B2B logistics providers in assigning right tasks to right executives factoring real-world constraints like skill set, resource availability, etc.

Optimal delivery routes and schedules

Customer Preferred Time-Slot deliveries

Plans daily and hourly dispatches in a more efficient manner,offering convenient delivery windows to clients based on customer preferences

Contactless deliveries

Real-time tracking

Ensures timely adherence to SLAs and helps them share ETAs with clients. This helps clients to share order tracing details with customers, thus improving visibility.

Fleet maintenance costs

Route Optimization

Helps B2B service providers in planning daily dispatches optimally, using the shortest delivery routes. This allows them to reach customers faster & minimize fuel costs.

Fleet maintenance costs

Last-Mile Fulfillment

Electronic Proof of Delivery improves the on-site delivery experience and captures delivery confirmation following zero-touch practices.

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Schedule a meeting with Locus

How can Locus help manage your logistics?

  • Locus’ proprietary geocoding engine converts the fuzziest of the addresses into precise geographical coordinates thereby helping your on-ground executives locate addresses easily.
  • Digitize all your operational variables such as fleets, delivery persons, etc to come up with the best route plan every day.
  • Track your orders in real-time with the Locus Live Dashboard. Locus’ last-mile delivery app Locus On The Road (LOTR) helps delivery partners process orders.
  • Visualize and tweak your scheduled plans via three key metrics— geography, time, & vehicle(fleet)—with a birds-eye view of your entire operations.
  • Build your own reports and analyze important parameters that you need to make key decisions.

Join Industry Leaders:

$100 M+
Logistics costs reduced
100+ Years
Planning time saved
6300 + Tonnes
GHG emissions reduced

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