Case Study | 04 October 2024
How a Transportation Management System Company Faced Customer Management Issues & Alleviated the Challenges?
Posted by : Sanya Mehra
A small-scale transportation management system company specializing in customized supply chain solutions faced critical customer management issues. The organization recently upgraded its TMS as part of ongoing improvement to its supply chain system. It did not, however, have complete WMS connectivity and routing-optimized performance capabilities, which the organization failed to assess. Moreover, the venture faced customer-related issues, due to which sales declined and the company went into loss. In this dire situation, the management approached Research Nester for its expertise.
An overview:
- The venture is a third-party logistics company customizing supply chain solutions. Apart from this, their vertical market includes freight forwarding and transportation, retail and consumer goods supply chain management, life sciences and pharmaceutical cold chain management, e-commerce, and omnichannel logistics.
- Recently the company refurbished its system analytics for operational efficiency.
- Despite improvising TMS logistics the company faced severe customer management issues. the company also saw that some clients were choosing to select carriers on their own, haggle over prices, and make their freight selections. With this strategy, consumers frequently secured high freight rates for carriers that weren't the best options for their goods.
- Owing to the situation, the firm hired Research Nester for their excellent solutions in customer management service.
The Story
Founded in the late 1900s, the company had quickly grown into one of the leading logistics companies in the United States. It provides its customers with end-to-end, customized supply chain solutions. The firm offers customers a turnkey, streamlined supply chain management approach from the point of production to final mile delivery. Despite these outstanding solutions, the company faced customer-management issues, because of which their reputation was affected and their sales diminished. The company faced a major loss. In this condition, the management hired Research Nester to look into the problem and proactively mitigate them.
Our Solution:
To help the organization understand market logistics around the transportation management system market and focus on lessening the risks related to customer service, Research Nester conducted a comprehensive assessment of the company’s operational management. In-depth research of the company and management helped Research Nester analysts provide the following solutions:
- Cost-saving: The company can take advantage of its substantial buying power to obtain more favorable shipping rates for customers using integrated freight optimization.
- Quality Control: Analysts identified the best solutions for the company as well as the customer. Important parameters like delivery date, service offering, and compliance shall be considered by the system in charge of pricing. Easy tracking of problems and solving them is also supported by the system.
- Flexibility: Logistics’ ability to offer customized service offerings was suggested by the analyst to ensure that customers comply with retailers' transport requirements, the system should also communicate seamlessly with the WMS
- Optimization: analysts suggested a customized method through which different types of transport services, can be optimized and send depending upon mail, parcels, and Littler FTL, which can be purchased by the agile TMS.
Results
Owing to the suggestions made by Research Nester analysts, the company implemented agile TMs and WMS into their existing system. This integration helped the company find strategic carrier-based logistics for its customer base, concerning various factors such as price, transit, and retail compliance. Now, the company is efficiently and cost-effectively handling freight selection and tasks such as filing claim paperwork, auditing invoices, and managing non-deliverables for c that opt for value-added services. The integrated transport management system also eliminates uncertainties in the equation; customers will be able to trace their shipments until final delivery through the company’s online portal. The customer management problem has been resolved and the firm is getting positive reviews with increased profit growth. The firm attained its peak revenue which was ~USD 9 billion in 2022 which is significantly higher than ~USD 3 billion in 2020.
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