Meet Vinitha our Customer Service & Logistics Manager

In addition, while data was traditionally stored in on-premises warehouses (that were difficult to access, integrate or innovate with), we now see the emergence of cloud-based systems. Automation in warehouse operations enhances customer experience by ensuring faster order processing, reducing errors, and providing real-time tracking. This leads to quicker deliveries, improved accuracy, and better inventory management, resulting in higher customer satisfaction and loyalty. A.P. Moller – Maersk is an integrated logistics company working to connect and simplify its customers’ supply chains. As a global leader in shipping services, the company operates in more than 130 countries and employs over 100,000 people worldwide. Maersk is aiming to reach net zero emissions by 2040 across the entire business with new technologies, new vessels, and green fuels.

Shopify Fulfillment Network (SFN) offers a powerful solution for businesses looking to streamline their ecommerce logistics and scale operations. By partnering with Flexport, a trusted logistics provider, SFN brings advanced technology and efficiency to your fulfillment process. A 3PL should have a robust order management system (OMS) to track stock levels across warehouses and to get the products into your customers’ hands, fast. This will be integrated with your own software, so that you’re able to maintain management of your shipping and fulfillment. Not only is knowing how much stock you have (and where) a key component of improving operational efficiency, so too is shipping inventory from the location closest to the customer, which cuts shipping costs.

The less you spend on spoilage, shrinkage, storage, and expedited shipping, the more profit your business can generate. 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. Customer retention is at risk if your reverse logistics supply chain doesn’t meet expectations or maintain inventory quality, or if it’s too lengthy.

Additionally, they demonstrate a heightened reliance on self-service solutions and boast superior rates of first-contact issue resolution when customers file complaints or claims. FedEx’s ability to cater to these segments’ specific needs through its comprehensive range of services and solutions has been instrumental in its success and established it as a global leader in the logistics industry. Since then, logistics management software has continued to evolve, with artificial intelligence and automation playing increasingly significant roles. This process involves coordinating more than three million people and thousands of partner businesses and facilities.

General Business Overview

My journey is a testament to the power of resilience and the strength of the human spirit. The camaraderie among colleagues, the shared experiences, and the chance to work with beautiful souls from all corners of the globe have made every day an enjoyable one. Hello, my name is Steffen Steensbaek and I’ve been part of the Maersk family for 33 years. I am currently a Senior Customer Solutions Manager for the Global Customer Solutions team and a co-chair of the Diverse Abilities Employee Resource Network (ERN) at Maersk.

I think Mondelēz offers many ways to stay connected that I have leveraged over my tenure. I mentioned ERG involvement earlier but think they’re a great avenue to network with colleagues regardless of location and function. It also gives a creative outlet to lead initiatives you are passionate about or create something new to fill a need! Employees can submit questions ahead of time for the featured guest, giving them a chance to have their voices heard and concerns addressed. Since pitching the idea in August, to launching the first episode in March, I have felt an overwhelming amount of support from the M2A team, senior leadership, and colleagues across the network. This is just one example of how Mondelēz cultivates a growth and collaborative community amongst its people.

MEET VINITHA OUR CUSTOMER SERVICE & LOGISTICS MANAGER

If you need to hire rapidly to increase in-house capacity or invest in automation yourself, it might be more cost effective to outsource fulfillment to a 3PL. Merchants often forget to include storage costs in their fulfillment expense calculations. Likewise, estimate the growth potential—opportunities you’re not currently able to pursue—by outsourcing fulfillment to a 3PL. 3PLs are not just a solution for enterprise-sized brands, they are designed for merchants of any size with intentions to scale. “Sometimes returns can be messy and that can make you frustrated,” says Erin LaCkore, founder of LaCkore Couture. “To avoid that, make sure that your system is designed in such a way to divide returns into batches, separating them from the other incoming shipments.

Value chain analysis occurs when a business identifies its primary and secondary activities and evaluates the efficiency of each point. DP World will implement new processes to speed up turn around times at Jebel Ali Port, cutting bunker fuel consumption and reducing emissions. It builds a technical foundation, and it gives everyone involved ideas on the organizational model that will be needed to scale. We believe that working in “incremental mode” like this is what leads to successful transformation. Predictive ETA is one very promising area, and in fact we have developed an A.I.-powered predictive ETA solution. This solution is very much like the app on your smartphone that you use to find out what route is the fastest to get where you’re going, but instead of being for cars and trucks, it’s for ocean-going cargo ships.

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.

For larger retailers, inventory organization is an ongoing task that requires continuous attention. Effective inventory management informs employees of stocking issues and allows them to locate and package items for customer orders quickly. But even if your business doesn’t manufacture goods or interact directly with the global supply chain, a well-oiled logistics process is still essential. It helps you avoid stockouts, keep your inventory organized, and get orders to your customers quickly and efficiently.

It might seem like you’re throwing inventory away if it falls short of your quality standards, but remember the long-term impact on profitability. Reselling damaged inventory increases the likelihood of the same product being returned—and multiple returns of one item come ChatGPT with a price tag. Solve this problem by clearly communicating your returns policy before the point of purchase. Explain when a refund is possible, the window of opportunity to return inventory, and how long customers should expect to wait for the return to be processed.

These shipping and fulfillment experts house your inventory in their warehouses, and pick, pack, and ship products to your customers. One of the most significant changes in customer experience within the logistics sector is the advent of real-time visibility and tracking systems. Gone are the days when customers had to wait uncertainly for their shipments to arrive. Today, advanced tracking technologies give customers real-time updates on their packages’ location, status, and estimated delivery time. GPS, RFID, and IoT sensors have become integral logistics components, fostering transparency and building trust between service providers and customers.

There are different species of predictive logistics, and each with its specific use. A.I.-powered predictive logistics will first simply enhance the logistics industry, but very soon, these new technologies will completely transform our work. Supply chains are also becoming digitised in terms of how data is being created, stored, and analysed. Years of investment in the deployment of sensors, cameras, IoT devices, and integrations have helped to digitise the physical movement of goods and has significantly increased the volume of data created throughout supply chains.

Meanwhile, general inquiries such as delivery fees and agent locations will be answered by AI. Indonesian logistics service provider Lion Parcel has partnered with Salesforce to optimise customer service through a generative AI (GenAI) integration. The warehouse is equipped with cutting-edge technology that ensures the efficiency and safety of operations. The interior of the warehouse is standardized with a modern racking system, sorting processes, inventory control, and an automatic barcode system with high accuracy. Additionally, the warehouse prioritizes minimizing electricity and energy consumption.

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. These value-added services are charged separately, providing an additional revenue stream for FedEx.

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. Asset-based 3PLs have their own warehouses, trucks, and other logistics equipment. Instead, they partner with other companies to use their equipment and facilities. With an existing network of fulfillment centers around the world and pre-negotiated carrier contracts, 3PLs may be less vulnerable to global shipping and fulfillment disruptions. While working with one may not eliminate shipping surcharges altogether, it will insulate you from them and diversify your risk, as 3PLs typically have relationships with multiple carriers.

Plus, driving shoppers into your retail store gives you another opportunity to sell to them. Provide in-store experiences, engage browsers with friendly retail staff, and place low-cost items next to the checkout desk—all of which are techniques shown to improve retail conversion rates. It’s why brands like Walgreens are incentivizing shoppers to return FedEx items in-store. Process mining turns operational data from business systems into a hyper-accurate, 360-degree visualization of processes, how they impact each other and how that translates into overall business performance.

A key aspect of this commitment is achieving net-zero greenhouse gas emissions by 2050. Currently, MSC is pursuing strategies such as investing in energy efficiency technology, modernizing its fleet to be more environmentally friendly, and researching and investing in alternative fuels with low or zero carbon emissions. You can foun additiona information about ai customer service and artificial intelligence and NLP. Maersk partners with one of the leading industrial and logistics infrastructure developers in Southeast Asia, SLP, reaffirming its commitment to meeting the comprehensive needs of its customers.

These retail locations offer various services, including shipping, printing, copying, and binding. Customers can drop off packages, purchase packing materials, or seek assistance with their shipping needs. FedEx charges fees for these retail services, contributing to the company’s overall revenue. Despite initial financial difficulties, FedEx achieved profitability in 1975 and continued to experience steady growth.

When it comes to logistics then, it makes sense for such businesses to partner with likeminded companies, especially where their supply chain is concerned. The utilisation of predictive analytics has revolutionised the planning and execution processes in logistics. By leveraging historical data, machine learning algorithms, and artificial intelligence, logistics companies can anticipate demand patterns and allocate resources accordingly, optimise routes, and streamline operations. This enhances efficiency and enables better resource allocation, reducing delays and improving overall customer satisfaction. Predictive analytics empower logistics providers to proactively address potential issues, leading to a smoother and more reliable supply chain. To meet the requirements of an increasingly demanding operating environment, 3PL organizations are teaming up with AI-driven software providers.

The importance of the human touch in customer centricity

Synchronizing systems ensure orders are automatically fulfilled and shipped while simultaneously updating inventory levels. Finally, if you’re scaling internationally, choose a 3PL with locations in multiple countries, which can help to reduce cross-border shipping and tax complexities. Most are adept at fulfilling shipping promises (such as two-day shipping), which has been proven to drive conversions at checkout. Asset-based 3PLs have more control over their operations, which can mean better quality and consistency.

Companies need to integrate data across channels to understand customers’ full histories, anticipate needs and resolve problems swiftly. CMSWire’s Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today’s customer experience innovators. Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today’s complex customer, organizational and technical landscapes.

The RPA solution has helped them save over 12,000 hours per year that were previously spent on manual work. The company automated 80 processes in 38 areas and six regions, which has led to greater productivity and operational efficiency. Schnellecke Logistics is a company that provides logistics services specifically for the automotive industry. They recently implemented an RPA solution to automate their invoice checking process, which previously took up a lot of time. We work with our customers to create tailor-made solutions  that adhere to their complex requirements.

In particular, A.I.’s ramifications on the logistics business sector will be meaningful. Will be used across all our activities, extracting value from the billions of data points we generate and enhancing the management of supply chains, logistics platforms, cargo flows, vehicle fleets and more. The logistics industry’s uncomplicated adoption of hyperautomation solutions and key use cases’ success stories emphasize the potential of automation to transform business operations.

By automating the entire process of receiving an order, assigning an order and providing the necessary information to drivers, they are able to scale to a virtually unlimited degree without relying on additional dispatch personnel. It also reduces the amount of time needed to scale the delivery team, which reduces the risk of experiencing a slowdown of the supply chain process when volume spikes occur. The power of artificial intelligence (A) lies in its capability to solve pressing problems. In logistics, those problems are often related to inefficiencies resulting in supply chain breakdowns.

During this time, I was imagining what it was like working for Maersk so when the opportunity in Gdynia came up, I took it even though it meant I had to move 600km to be by the coast. Du Preez moves to the role from her previous position as general manager of vehicle distribution and logistics, a role she has held since 2018. There she was responsible for a 200+ team across five locations, looking after the complete finished vehicles supply chain, including all vehicle ordering, logistics, customs, allocation and vehicle preparation functions. As management issues and inefficiencies are relatively easy to identify here, well-managed primary activities are often the source of a business’s cost advantage. This means the business can produce a product or service at a lower cost than its competitors.

The following are some innovative and impactful ways companies use AI to improve last-mile logistics efficiency. At the same time, by leveraging Slack, the logistics company said it has been able to streamline internal communication and accelerate product development. When it comes to driving growth and increasing productivity, Lion Parcel uses Salesforce Sales Cloud and Slack across its business to streamline operations and connect with its teams. I love understanding strategy and innovation using the business model canvas tool so much that I decided to share my analysis by creating a website focused on this topic.

Leading-edge technology can address many issues that improve operational efficiency. Celonis has enjoyed considerable success tackling the supply chain management challenges at the heart of reverse logistics, for retail and beyond, for some time. The Celonis platform has been used to drive real-time data, process intelligence, and targeted action to provide retailers (and others) with optimized cross-docking, inventory management, and order management processes. Take, for example, DHL’s EUR 14.2 billion supply chain division, which has leveraged the Celonis technology to improve throughput at its warehouses. Workload distribution was optimized for picking, packing, palletizing, and loading processes.

It’s crucial to have a system in place to smoothly handle returns—one that doesn’t dissuade your customers from purchasing again. Effective reverse logistics can have a significant impact on the environmental logistics and customer service impact of returned inventory. Firstly, it promotes the reduction of waste by seeking to identify goods that can be refurbished, repaired, or resold — rather than ending up as landfill.

Some retailers say their warehouse teams; others leave the responsibility with their operations manager. A handful simply say, “We’re not sure—it’s a mix of different roles.” Nobody to control the process means the responsibility (and therefore, your returns) are passed from pillar to post. Since the pandemic, most people are far more aware of the role and importance of supply chain management in their everyday lives.

• Customers create an account on the company’s website or mobile app to utilize FedEx’s services.
• In reality, such a system leads to higher costs when sensors can’t distinguish expected or normal bumps from harmful ones.
• DTC furniture brand Floyd launched a resale marketplace to shift less-than-perfect inventory.
• A.I.-powered predictive logistics will first simply enhance the logistics industry, but very soon, these new technologies will completely transform our work.

There’s a lower risk of a customer receiving the wrong item if you’ve asked an automation tool to generate a packing slip that contains each item’s exact location and enter a customer’s shipping address onto a prepaid label. Apple sources parts for its iPhones from different suppliers worldwide, stores those parts until needed, assembles the devices, distributes them to stores and retailers, and serves its ecommerce customers. Let’s dive in and explore some examples of the tasks involved in effective logistics management. Utilizing true office installers was both costly and slow, but other standard transportation providers were unable to meet the high expectations of this large furniture manufacturer’s customer commitment. Last-mile logistics companies can also leverage AI-powered systems to manage driver deployment.

Since day one I got great support from senior leaders and was enrolled in real comprehensive business cases giving me an overview on how the business works. While there is great potential for applying AI in transformative ways in the logistics space, businesses must acknowledge the technology is still in its infancy, particularly regarding the type of business applications noted above. Overestimating AI’s capability, especially in the B2B space, can lead to serious problems. Anar Mammadov is the CEO of Senpex Technology and a software development professional with over 18 years experience in enterprise solutions. As the world increasingly focuses on sustainability, MSC is fully committed to play its part.

With regard to what’s being picked, the majority of facilities (64.4%) pick full cases as opposed to pallets, and 51% say their customers are either end consumers or retailers. Join us today — unlock member benefits and accelerate your career, all for free. For over two decades CMSWire, produced by Simpler Media Group, has been the world’s leading community of digital customer experience professionals. A value chain is a concept describing the full chain of a business’s activities in creating a product or service — from initial receipt of materials through its delivery to market. Along with process improvements, the client’s operational costs also reduced by more than $1 million. The long-term strategic partnership will lead to the implementation of new processes to improve quayside productivity, leading to faster gate turnaround times at Jebel Ali Port and reduced bunker fuel consumption.

Positive customer experiences are key to driving customer retention, satisfaction, and brand loyalty. This is true for all businesses – whether they specialise in business-to-business ChatGPT App (B2B) or business-to-consumer (B2C). PWC research found 73% of customers globally consider customer experience to be an important factor in their purchasing decisions.