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How to Offer Better Customer Service as a 3PL

In order for a 3PL to be successful, they must deliver partner’s shipments in a timely, orderly fashion.

Customer service isn’t necessarily the first thing that comes to mind when thinking of transport, warehousing and logistics. In fact, it is one of the key factors for a successful 3PL company. Customer service touches on many aspects in the logistics industry from communication with third-party partners, delivery and quality control.  3PL’s work with every aspect of the logistics industry from retailers, manufacturers and last mile delivery, making it crucial to provide top-notch customer service for all customers.

Delivery Performance:

Each delivery should be optimized to be received at the intended time. It should also have a record of who handled the shipment at each touch point, as well as full analytical reports of delivery performance. Offering these services allow you and your customer to have full visibility of the delivery process.  The result is easily measured  efficiency and easily made changes in the future.

Administrative Duties:

Many logistics companies are plagued by never ending calls of customers asking where their shipments are on route. Offering your customers an online portal to track their shipment in real-time will not only reduce administrative costs, but allow customers to be in control. Additional features that can be offered are route optimization and ETA’s.  

Quality Control:

One of the biggest mishaps in 3PL customer service is regular late and damaged deliveries. Having full visibility of your supply chain, from drivers to ETA’s, will allow you to stop issues before they happen. Supply chain visibility is your way to keep track of your fleet, shipments and jobs in an organized and efficient way.

Customer service is critical in the logistics industry for gaining new clientele and having a good business reputation. Ensure your clients that their shipments are in the right hands by investing in technological solutions that allow you to track your delivery performance, quality control and customer inquiries.

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