Keeping Customers Happy Through Improved Logistics

The rise of e-commerce has helped companies understand that good logistics can help them connect better with consumers, as it guarantees the fastest possible delivery of their products. Andrés Birlain, CEO of Rivus Material Handling, told MBN that “E-commerce has helped companies understand that the most important part of their strategy is the customer. This often takes companies years to understand.” To him, “Logistics is not an isolated activity or just part of the business; it directly impacts the entire operation and the bottom profit.”

Companies experienced dramatic surges in demand due to the pandemic. “The impact of [the pandemic] last year on logistics companies is comparable to that experienced by thousands of businesses. In terms of customers, the pandemic generated an increase of 10 times the number of clients within three months,” explained Iñaki de la Peña, Country Manager at Dostavista, in an article for MBN. “According to data from the Mexican Association of Online Sales (AMVO), 84 percent of Mexicans prefer home delivery of their products, so the courier and parcel service has become a key element for companies, which also need to guarantee the delivery of their products in the shortest possible time,” he continued. Thus, companies must innovate logistically to find solutions that satisfy their customers, which would allow them to turn a single transaction into a constant referral.

There are many trends in the logistics sector that companies could use to achieve this. One of them is technological innovation, as “Definitively, technology has turned into a facilitator, offering infinite possibilities, in as much as we stimulate the team to develop a digital mentality, with an environment based on habilitating technology to provide a unique labor experience. However, we must not leave unobserved other topics […] that we are bound to address as a company,” shared Ingo Babrikowski, CEO of Estafeta, with MBN.

ConaLog recently published an article explaining different solutions that can be implemented to optimize the supply chain, particularly when it comes to vehicle fleets. With the surge in shipments in the e-commerce sector, one popular concern comes from consumers wanting to know constantly where their products are before they arrive. To address this demand, companies could implement vehicle telematics and take advantage of a series of tools that could help them control and effectively operate their fleets. Vehicle telematics can also help to reduce costs, have better inventory management, and keep customers happy.