Managing customer relationships is synonymous with running a successful business, and hence the increasing demand for IT management systems. Customer Relationship Management (CRM) is a software, which not only proves to be vital for functioning of the organization, but it helps in learning about the nature and behavior of the customers which is necessary in assisting or trading with customers.
What is the significance of CRM?
Expanding a business needs skills, relationships and knowledge. When companies apprehend the importance of existing customers in order to gain new ones, they make profit. Customer Relationship Management (CRM) is a model that uses the technology in a way that makes the customer interaction an easier process, as well as understanding the nature of the customers with respect to their preferences.
The importance of CRM in logistics is no question. Supply chain has a high demand of customer interaction, and the customers play a critical role in this industry. Starting from the acquirement, storage, production right to the distribution would remain just a theory lacking profit, without a customer. Customer is what supply chain is all about. Here, the management system comes into play. CRM is a requisite for the processes of sales, marketing as well as call center, and opens up various channels for communication.
How can CRM benefit the Logistics industry?
The logistics industry comprises of three different operations, and is the most demanding industry in India; right from shipping, transport to mover and packers. Whether it is strategy planning or execution, agents and managers need tracking, and constant communication with customers or vendors for a successful transaction. An efficient system of supply chain includes data management, real-time tracking, and control, which leaves an impact on the customers.
Of all the business industries, which manage huge volumes of information; the product, transportation and logistics businesses need a completely reliable, centralized data system in order to process successful deliverables at all times. CRM for logistics companies can enhance Transportation Logistics Service business lines in operations, vehicle and infrastructure management.
Let us have a look at how a strong and smart CRM software can benefit the logistics industry:Lead Generation: It uses constant handling through numerous channels, to generate leads, and set reminders for follow ups to increase sales. Especially in the case of movers and packers, seldom do customers require the service again; hence, it is crucial for them to constantly be able to find new businesses. New individuals, corporate, or manufactures are needed for requirements, making lead generation a key task.
Increased productivity: Properly structured and thought out CRM for logistics helps in predefining workflows for different departments and automates administrative tasks. With this at their disposal, your employees will spend lesser time on manually entering data, designing quotes, creating reports and running calculations, ultimately increasing the productivity.
Monitor Profit: The shipping companies employ agents or outsource them, for the generation and tracking of leads. In order to monitor their profit and growth they require CRM. An effective measuring of gain and earnings, improves the performance as well as speed of the industry.
Managing Network: The transportation companies have a wide network of offices and branches, which integrate together for revenue generation. Knowing the revenue growth and regular follow ups with the businesses and existing customers is vital for revenue growth both as a single unit and branch-wise. It acts as an opportunity to build intelligent tailored interfaces combining all business lines available by CEOs, MDs and senior managers.
Track Sales and leads: It is essential for businesses to have a management system that not only stores data, but implements it to provide the much needed ideas for improvement, every step of the way. Lead tracking helps in managing the database of customers, and keeping them engaged. CRM services can help transportation and logistics business capture better understanding of customer needs and behavior, and gain actionable insight into pipeline expectations. Leveraging this market information, a logistics company will be able to maintain competitive pricing and delivery options against its competitors.
Automated information updating: CRM software improves business profitability by focusing on timely updates of customer information and quick order processing. In addition to this, it also enables in organizing efficient shipping of FCL/LCL cargo and delivery of fragile, perishable goods.
Personalized Customer Service: Any Industry-based CRM platform gives a clear passage for effective communication amongst partners or clients while providing access to the best practices in the industry. Being aware of your customers’ needs and the major points to contact them, will help you identify prestige and loyal clients and limit the time spent on communication with irresponsible customers.
Ensuring safety of shipments: Ensuring on-time delivery and 100% safety of goods can prove to be a difficult task, due to cross-globe operations and various regulatory systems in place in different countries. A customized cloud CRM system can be your angel in disguise in this regard. These CRM systems have integration with electronic databases to effectively provide information regarding the current status and location of the shipment.
How does the lacking internet penetration in India affect Logistics?
The biggest challenge faced by the transporters in India, is the unavailability of Internet is most places, especially remote areas and even bigger is the technology illiteracy which causes inefficiency and in coordination in functioning. The confusion created by the lack of awareness to use technology, poses a big hurdle for the truck drivers, and transporters. Even in the booming Smartphone era, many remain ignorant of the advances of the technology sector. Not only does it result in dearth of business for transporters, but affects the production value of transportation industry altogether.
In conclusion, the inter-relation between the transportation industry and the internet platform is an important aspect for everyone to comprehend. Creating technological awareness, establishing the importance of customer relationship management, building or investing in well-organized CRM software will prove revolutionary for the transport sector.
Kapture CRM can help your logistics business grow in a seamless way. To get a no-obligation free trial, visit www.kapturecrm.com.