Supply Chain - Customer Service and Technologies that Will Deliver it

Despite all the talk about blockchain technology, one of the preeminent challenges supply chains still face is customer service, and there are several technologies that could be the key to addressing it.

Customer service is an ongoing priority in the supply chain industry. Customers, now more than ever, need a seamless experience across a supply chain. Customers want their orders delivered faster. They want them delivered more accurately. They demand transparency throughout the process. Moreover, they expect an ability to track their deliveries. And, in turn, they expect inventory to meet their demand. More than anything, customers expect an experience modified to their individual needs.

A 2018 Logility and APICS survey on supply chain priorities revealed that,

30% highlighted the need to respond to customer mandates for faster, more accurate and unique fulfillment as a top business priority moving forward

The industry is well aware of the importance of customer service and is making it a top priority to solve. For companies to address this issue, however, they’ll need to adopt the precision, productivity, and granularity technology brings.

This week’s article by Morai Logistics details the difficulties customer service presents supply chains and how various technologies can solve them.

Artificial Intelligence (AI)

The term “AI” is so prominent in so many industries that are dealing with or relying on technology that it’s something of a buzzword at this point. But, there is a reason for this, it is providing unprecedented benefits to companies the world over. The supply chain industry is no exception. Through AI, companies will be able to optimize their chains from start to finish. Gaining access to analytics and forecasting that will be crucial to getting the most out of their operations. Thus, the faster and more accurate deliveries customers want can be achieved.

Automation

Automation achieves many of the same results AI does. By being able to automate many of the processes in a supply chain, it becomes more efficient. Operations in warehouses, involving data collection, and transportation, should all be automated. In turn, supply chains can become more transparent and reliable, on top of being faster and more cost-effective.

Mobile Applications

In the short-to-medium term, mobile applications might be the most useful technology this article covers.

A 2018 report highlighted by eMarketer stated,

Mobile devices and apps (27.9%) were cited as the technology that would deliver the most innovation benefits in five years.

Their are several reasons for this. Key among them is convenience. Everyone carries mobiles. As such, accessing these supply chain applications is simple, any time, any place. These applications enable supply chain managers the ability to get real-time updates and closely monitor their inventory and operations. Consequently, this brings a degree of granularity to the customer experience unlike what was achievable before. Supply chain managers can continually monitor the various activities that make up their chain and customize them to fit their clients’ needs.

Inventory and Warehouse Management Softwares

Softwares that allow for the management of inventory and warehouses are tremendous tools for optimal customer service. They provide visibility, control, and tracking of inventory. Moreover, they assist in meeting customer demands, by tracking inventory levels and making sure they are in the desired range. Finally, like all the other technologies covered here, they improve the accuracy, speed, and reliability of deliveries.