Front, a leader in customer communication, announced continued momentum with customers in the global logistics industry, including three of the largest independent shipbrokers in the world and industry leaders such as MNX Global Logistics, Estes Forwarding Worldwide, Flexport, Aurora, TRAFFIX, sennder, McQuilling, and more. Front supports logistics customers in increasing revenue and retention as well as improving operational efficiency and team collaboration amid the most significant supply chain crisis in modern times.
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The COVID-19 pandemic has disrupted nearly every aspect of the global supply chain and, in turn, has caused a ripple effect of challenges for logistics companies. Historic wait times for ships docked offshore of ports across the world, trucking labor shortages, skyrocketing freight costs — the list goes on. Logistics providers are confronting problems never before experienced in modern global logistics. As a result, excellent customer service has transformed from a nice-to-have to a must-have competitive differentiator. The speed and accuracy with which a company responds to an issue can be the difference between losing a customer and deepening a customer relationship. Logistics providers turned to Front to make their businesses more resilient to disruptions created by the pandemic and to create elevated customer and employee experiences.
According to new research released this week by Front and The Journal of Commerce, the majority of organizations surveyed (82 percent) cited email as the top communication channel they use to collaborate internally and communicate externally with customers and suppliers. Yet, 70 percent of these organizations reported that the pandemic had impacted their ability to collaborate internally, and 58 percent said issues such as ambiguity around who owns a task created duplicate work. Clearly, traditional email is not an effective or scalable communication channel for these organizations. Ninety percent of organizations reported that global supply chain issues impacted their overall customer experience.
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With Front, logistics customers can:
- Improve revenue growth and retention through faster response times and fewer missed messages. Logistics companies can tackle high email volumes and reduce the need to triage customer messages manually. By automating the busy work and duplication that comes with traditional distribution lists, teammates can focus on accelerating response times and can minimize the number of missed or stalled conversations.
- Drive operational efficiency and streamline team collaboration. Shared inboxes with clear assignments and service-level agreement (SLA) monitoring ensure superior visibility and accountability, even across distributed and remote teams. By centralizing customer context, tools, and data into one unified workspace, teams can collaborate with each other like never before, resulting in significant efficiency gains.
- Leverage analytics to elevate the customer and employee experience. Executives and managers get unparalleled insights at the team, customer, and individual levels. Front Analytics empowers them to make data-driven decisions that improve the customer experience and ensure optimal efficiency amid the supply chain crisis. Front provides logistics companies with real-time insight into communication metrics that have historically been challenging to measure, such as team and individual response times, workflow bottlenecks, customer satisfaction, or SLA adherence.
