INTELLIGENT VERTICAL: TRANSPORT
“
in the truck. Until recently, little of this
innovation focuses on the engagement
with the person who is fundamental to
ensuring that the customer is a happy
and satisfied one.
Driver-Led Visibility harnesses the
ubiquity of the mobile device to turn the
driver into the central character of the
supply chain show.
By using specifically crafted applications
and tools, the driver becomes the critical
source of proactive, reliable and first-
hand information for improved business
operations.
In the past, live, real-time updates
from the vehicle were only available via
black box telematics, however mobility
solutions that empower the driver have
fundamentally shifted the level of
engagement, insight and accuracy and
this is finally resulting in material cost
savings, and tangible improvements to
customer experiences.
“
THIS DISRUPTION
OF HOW THE
INDUSTRY
TACKLES THE
CUSTOMER
SERVICE,
IGNITED BY THE
ACCESSIBILITY
AND COST-
EFFECTIVENESS
OF TECHNOLOGY
BECOMES A
POWERFUL
BUSINESS TOOL.
86
INTELLIGENTCIO
David Slotow, CEO at Trackmatic
By fulfilling operational tasks independently
while liaising closely with the customer
where necessary, the driver shifts from just
changing gears to changing relationships.
They extend the collaboration with
operations by providing reliable information
around delays, customer feedback, location
and other issues that could impact on overall
‘on-time and in-full’ (OTIF) delivery.
They can also work closely with customers
to ensure that they have the right address
and that they are delivering at a convenient
time. This has had proven results in
changing how customers perceive a brand
and their willingness to repurchase and
refer, as well as improving the reliability of
the deliveries themselves.
DRIVERS THAT
ARE REWARDED
OBJECTIVELY FOR
THEIR EMPIRICAL
SUCCESS ARE
MORE LIKELY
TO TAKE
INITIATIVE AND
COLLABORATE
WITH BUSINESS
TO IMPROVE
OPERATIONAL
EFFICIENCY.
The narrative shifts from bad behaviour to
good behaviour and creates a more positive
approach to collaboration and engagement
and the results extend beyond employee
happiness and into customer delight.
This disruption of how the industry tackles the
customer service, ignited by the accessibility
and cost-effectiveness of technology
becomes a powerful business tool.
In the past, equipping a driver with a mobile
phone would have been far too expensive to
consider, today it is a mandatory tool that
ensures driver, customer and business can
operate efficiently.
It has also had a marked impact on driver
behaviour. Drivers who are rewarded
objectively for their empirical success are more
likely to take initiative and collaborate with
business to improve operational efficiency. Now, the drivers are the new frontier of
customer engagement and they are the
ones that cement the brand’s relationship
with the customer; it is vital that the business
empower and support them.
Traditionally, drivers are only recognised for
what they have done wrong. Changing the
model to Driver-Led Visibility turns tradition
on its head, recognising drivers for what they
have done right. The industry has optimised trucks, roads and
systems. Now it is time to recognise that
the team of people so often overlooked are
the ones capable of bringing the change we
want in logistics. n
www.intelligentcio.com