When we refer to integrated customer servicing, it is basically about the outcome of a business process methodology called the integrated service delivery model. A better understanding can be developed about the integration of services by thinking of it as the process of building connections between services so that they can work as one entity to deliver services that are more comprehensive and cohesive. The integration further makes any service more accessible as well as more responsive to the needs of a customer. The integrated customer service takes a flatter approach in an effort to build accountability, security and customer relationships. After all, customers shouldn’t be made to feel like they are merely problem tickets.
Logistics is believed to be the most significant pillar for any business to succeed, as it helps in the realisation of wide-scale expansions as well as growth. Even in the B2B segment, getting goods to the market or receiving raw goods becomes an uphill task if a good logistics plan is not in place. And it assumes even more significance when there’s a direct dealing with the end consumer. In the prevailing scenario, the key major players in the logistics industry have realised the fact that integrated customer servicing is the best way to provide customer delight. Easy and seamless access to information regarding their need and tracking of their shipment and one point contact makes them comfortable and give them confidence on organisation.
At present, logistic industry in India is getting more efficient and matured in the B2B and corporate or commercial segment. The players in the industry have started using technology as a tool to flourish customer services, eventually generating an undoubted trust and confidence in their customers. The realisation has sunk in that clear communication and an efficient level of integrated customer service lets any logistics chain operate to the best of its capability.
The growth of this industry is directly proportional to the satisfaction and trust level of the customers. Making organisations easily accessible with regard to resolution of grievances and queries, in the sense making the processes faster, would effectively result in the increase in demand as well as supply.
Through integrated customer servicing, the point of contact for the customer in an organisation gets access to comprehensive data. This equips the person to easily respond almost instantly to all queries pertaining to presales and after sales queries. When a customer realises that a service provider is communicating all information, even the unfavourable ones, swiftly, they tend to develop a sense of trust in every aspect of the relationship. Updating the customer at every step further suggests that the service provider is thorough. For instance, it might appear unpleasant to inform the consumer about a delay, but eventually it helps them make required adjustments to their schedules.
However, it is quite unfortunate that most of the key players in the logistic industry have failed to recognise the significance and address such integrated customer servicing approach in the end consumer segment. As a matter of fact, this segment has completely been ignored by the key players. We at Shift Freight, however, capitalized on this opportunity to create a marketplace targeting the end consumer segment with an integrated customer servicing approach. An integrated customer servicing approach results in speedy service, consistency and also in building a process to fuel continual learning for employees.
This article has been authored by Mr. Avinash Raghav, Co-founder, Shift Freight.