Skillweb has published an ebook which aims to trigger discussions on how an improvement in delivery services can become a key differentiator for companies that survive and thrive in the current economic downturn.
“Delivery companies such as couriers, parcel carriers and distributors need to adapt to beat the current economic climate by looking at what their customers want first,” says Skillweb. “By working backwards from the customer’s front door, Skillweb believes that technology can be harnessed to support the whole business resulting in excellent customer satisfaction. This is achieved by communicating with customers, particularly when things go wrong, so bad news can be good news, and is certainly a lot better than no news for the customer sitting at home waiting for a delivery.
Elegant recovery is one of the recurring themes of ‘How to avoid…’. It advocates that organisations should be prepared to spend their time dealing with exceptions rather than the rules. When a delivery is made on time, everyone is happy; it is when problems occur that a system is tested. Is information available to the right people to so that the customer can be alerted, and alternative arrangements made? Can the causes of the problem be identified to prevent the same happening again?
The ebook goes on to discuss areas such as supply chain performance, cost containment, operational efficiencies and controls. It includes sections devoted to Commercial & Financial, Operational & Process, Technical and Security and discusses opportunities for companies in the sector to re-evaluate their traditional model in order to adapt and gain market share.
And, whilst aimed at couriers, parcel carriers and distributors, it makes very useful reading for internet retailers looking to make the best possible choice of delivery company.
“The ebook has been written to trigger discussion within all types of logistics companies about total cost of ownership of technology, protecting cash flow, the best way to buy products, getting the cost/performance balance right, and how to avoid bottlenecks and points of failure in their business,” says Joe Robinson, business development manager at Skillweb. “Overall it is about how to harness technology to design and build business systems that put the customer first.”
Readers can download a copy of the ebook free of charge from Skillweb’s website.