Investing in an online freight forwarder tool like a CRM or Customer Relationship Management platform can be a very wise decision for small and mid-sized freight forwarding companies, as it brings significant value to their sales teams. CRM platforms provide a centralized location to store various types of data, such as direct client communication, important networking contacts, and indirect back-office communication. By leveraging a CRM, logistics companies can enhance client servicing, develop value-added services, and attract new customers. For independent freight forwarders like you, it is crucial to prioritize the establishment of long-term relationships with top-tier clients through consistent delivery of high-quality services. By investing in a CRM, your company gains a competitive edge, ensuring that your customers remain loyal and do not seek alternative logistics solutions elsewhere.
In this blog, we will be talking about the importance of CRM in transportation and logistics and how it can empower small and independent freight forwarders.
How online freight forwarder tool like CRM platforms can help the small and mid-sized logistics companies
As an independent freight forwarder, you are surely aware that customers are a crucial asset for the success and profitability your logistics business. Through your work, you have identified several needs in the logistics industry, including effectively addressing and resolving complaints, identifying and capitalizing on business opportunities, securely storing and sharing customer information, and more. Managing sales, especially in companies with multiple divisions, can be challenging for many logistics companies.
The transportation and logistics industry encompasses numerous intricate business processes, including communication, agreements, budget approval, order preparation, packaging, warehousing, tracking, and more. Within this sector, the primary objectives are cost optimization and efficient service delivery. Implementing a CRM system can greatly assist in analyzing clients’ historical data, improving business relationships, and retaining customers. Companies in this sector that have adopted CRM software have demonstrated enhanced performance compared to those that have not.
In simple terms, CRM refers to the utilization of technology to acquire and retain customers. It provides numerous benefits for forwarders, encompassing a wide range of activities such as creating customer profiles for potential clients, scheduling appointments, updating client lists, and improving customer communication management.
One of the key advantages of CRM is its ability to store various types of information, including direct front-office client communication, important networking contacts, and indirect back-office communication, all in a centralized location. This centralized data repository facilitates efficient client servicing, enables the creation of value-added services, and attracts new customers. For independent freight forwarders like yourself, it is crucial to prioritize the development of enduring relationships with your top customers by consistently offering high-quality services. This not only provides a competitive advantage but also ensures that your customers remain loyal and do not seek alternative logistical solutions elsewhere.
Advantages of CRM platforms for the transportation and logistics industry
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Automated request processing
The primary objective of implementing a CRM system is to alleviate employees from repetitive tasks right from the start of a customer’s journey. CRM platforms help to automate the process of receiving requests, assigning them to appropriate managers, and overseeing order management until the termination of the deal. In this sector, it is crucial to respond promptly to customer inquiries. A transportation CRM gathers messages originating from various channels such as phones, websites, social media, and emails into a single centralized platform. As a result, managers can swiftly respond to requests from potential leads and initiate deals without delay.
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Improved marketing and sales process
By implementing an online freight forwarder tool like a CRM system for client management, you can effectively handle new requests and guide potential clients towards purchasing your services. This technology enables the assessment of each stage of the sales process, allowing for timely adjustments in the client’s journey. Furthermore, CRMs assist in identifying the most effective channels for attracting new clients and facilitate communication with multiple customers through personalized emails, providing them with company offers and updates.
Moreover, the analysis of sales data and customer requests empowers logistics managers to gauge the level of client satisfaction with specific projects. This valuable insight into the customer experience enables productive and personalized communication with existing customers, based on their prior project interactions.
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Enhanced reporting
CRM software enables different departments within the freight forwarding company to generate and share reports with top management, facilitating data analysis for performance evaluation. With this tool, you can monitor specific job deadlines, track communication within departments and with clients, and ensure follow-up on important calls. The software empowers the company to assess the effectiveness of new strategies and identify areas that require improvement to enhance overall business performance. By leveraging CRM, companies can make informed decisions, optimize operations, and drive continuous improvement in their logistics processes.
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More cost-efficient
Implementing customer service automation can enable you to streamline operations and potentially reduce the need for excessive staffing, resulting in cost savings in human resources. In many cases, companies bear significant consequences for mistakes made by their employees. For instance, if managers enter incorrect data into the system, it can pose a serious threat to the entire workflow of the company. By leveraging automation through a CRM system, you can minimize such errors and mitigate associated risks. Furthermore, it is advisable to invest in CRM testing to proactively identify and address any potential technical issues with the software. This proactive approach can help save money that would otherwise be spent on resolving severe software-related problems in the future.
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Better customer service
Lastly, as the name implies, CRM software is designed to enhance the customer experience. As an online freight forwarder tool, it enables you to provide prompt responses to customer inquiries and fulfill their requests quickly by accessing relevant information. Through automated request processing and continuous tracking of client interactions, CRMs enable you to respond to customers within minutes. Moreover, they allow for effective communication of any unexpected issues that may arise during international shipments. As international shipping involves multiple stakeholders and complexities, keeping customers informed about potential disruptions can significantly contribute to building strong customer relationships. With CRM software, you can timely relay such information to your customers.
Modern CRMs feature user-friendly interfaces that can be easily adopted by your entire team after basic training. In summary, Customer Relationship Management systems offer numerous benefits to freight forwarding companies, including enhanced customer experiences through efficient sales pipeline management, improved marketing campaign formulation, identification of areas for improvement, and retention of valuable customers.