Customers want to know and need to know about the order. You too need inputs and confirmation from customer before planning your routes for delivery. Customer communication is a two way process where both you and your client need information for efficient execution of order.
Predictability and transparency are key in communication which create trust. In a healthcare supply chain, this equates to a competitive advantage. Your clients have their own schedules and deadlines to be met and, to plan out their day, they need definitive information on when to expect their deliveries. As you plan out your routes, it’s best to communicate and probably even get the customer’s confirmation, just to ensure the time window you selected for them will indeed work.
Of course, we all know that when a phone call is made, the person on the other end is mostly not readily available to pick up the call. They may be at work, or at an appointment or simply away from their phone. When they call back, the customer service person may be on a call. Because of this, on average it takes 2.5 phone calls to reach a customer.
Customers expect instant communication about their deliveries. Given that there are so many modes of communication, different customers have different preferences in the way they would like to be communicated about their orders.
All of this communication takes a lot of manpower and when a business is trying to protect its margins, it needs more staff to stay competitive and provide proactive communication to the customer, which can get costly.
DispatchTrack sends out automated communication in multiple channels to the customers and collects their confirmations when needed. Using our automated notification system, businesses have reported having seen cost savings of up to 75%. Additionally, the job is done within just a few minutes, rather than spend multiple days trying to reach customers and confirm their schedules.
— Joshua L Hudson
CEO, Hudson’s Furniture
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