In this blog, transport and logistics management expert Walter Scremin explains a few points you can monitor to better manage your transport services and ensure you’re not inadvertently driving customers away.
One of the great challenges for businesses that rely on transport for deliveries is keeping tabs on how well this business function is performing.
Consistency of transport services is critical: remember, your vehicles and drivers are often the most public face of your company – because in many cases they are your customers’ only direct interaction with you. And if your vehicles are dirty or damaged and drivers are regularly late, rude, poorly dressed and unresponsive to customer problems or complaints, then you have a huge problem.
This is why a regular driver and process audit of your transport services is so important – by surveying customers and monitoring efficiency, you can identify problem areas, make improvements and maintain consistency of service.
Some common areas that will be addressed via a driver and process audit include:
- Driver performance: Your customers may not be up-front about difficulties with one of your drivers, even if asked by you. But there are processes to encourage honest, open feedback.
- Punctuality: Are you delivering on time or are you habitually late? Again, customers may not be letting you know – but they may decide to use another supplier over this issue without ever revealing to you that there was a problem.
- Efficiency: How are your delivery processes? How do you track and measure efficiency? Is your delivery fleet coping with the load, or are you spending extra on couriers to help out? A strategic approach using GPS tracking in support can deliver tangible results. This approach has allowed many companies to increase the number of deliveries per vehicle and achieve consistent delivery windows for their customers.
- Vehicle management: Are you spending too much on fuel or maintenance? The only way to find out is to analyse and investigate the situation year by year. Audits can sometimes reveal ‘non-business activity’ as a contributing factor in these costs.
Walter Scremin is General Manager of Ontime Group.
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