What Logistics Service Providers Must Know About e-Commerce


In Brief

The e-Commerce expansion has affected the business playing field in unexpected and undeniable ways. To remain relevant, getting up to speed on capacities that customers look for and therefore sustain operations in increasingly competitive markets, are a must.


Any experience operator knows that e-commerce comes with both challenges and business opportunities. The key success factor for running a successful e-commerce business is undeniably – freight. As all depending businesses and sectors come with a wide range of merchandises, sizes and handling requirement, perishable and not, makes it a perplexing task for transporters hauling e-commerce orders. Nonetheless, having key information about e-Commerce handy can help make work easier for everyone as well as minimize risk factors in the same token.

1. Customer Experience

Success of e-commerce businesses depends on customer satisfaction. The focus, thus, must be on optimizing the customer’s experience with the brand, store, product or service, accordingly, where and whenever possible. And one way to do that is through delivery. With more customers than ever before focused on delivery time, it is the carrier’s duty to meet expectations with no shipping errors, it be damage or address. The fact that e-commerce businesses are expected for Next Day or Same Day delivery, service providers must develop services capacities to meet the needs at all times.

2. Mobile Commerce

Noone can deny that smartphones have become the most popular device to submit purchases today. As a carrier, obviously, it make a lot of sense to have a service that supports smartphones, i.e., website and Apps, to run the transportation services as well to match lighting fast purchasing convenience with proper monitoring and delivery capacities.

3. B2B e-Commerce

Forrester’s research indicates that the volume of B2B (Business to Business) e-commerce traffic has at least doubled, if not more, and exceeded that of B2C (Business to Consumer). Such a shift suggests businesses now need to focus more on forming business partnerships and growing their business for them as well as with them over long term relationships.

4. Advanced Shipping Notification

Nothing is more frustrating to a waiting customer that not know what is going on with their package. Advanced shipping notifications, along with other status updates along the way until mission completed, can give the customer a peace of mind that that package is already in the proper process, is where it needs to be and plan their schedule to receive their package, accordingly. The feature can help with accurate arrival time that calculates from actual status updates in real time, thereby, optimizing transparency, credibility and supply chain management, altogether. Thus, an immensely satisfactory feature that every knowing customer looks for from a shipping pro. (From interviews: Customers want to know the time range of the day to expect the package in order to plan the rest of the day accordingly, not necessarily the exact arrival time.) The feature presents new challenges for existing freight operators to tackle. New systems must be learned and developed to answer new questions being asked by the same customers. For starters, options that allows the customers to choose from different period for the package to arrive should satisfy customers greatly.

5. e-Commerce continuous evolution

e-Commerce is growing and developing all the time. More businesses turn to e-commerce platforms and consumers are having greater decision-making power which creates intense competition in the market. Thus, it is paramount for operators to take proactive approaches and develop services that keep them relevant among various competitors. The key principle in doing so is facilitating convenience for customers.

6. Returned products

Like any other business, e-Commerce also comes returned products, mainly, when customers receive the wrong or damaged product. To be prepared for the unpleasant situation, setting standard operating procedures to handle returned items in a systematized way could save operators a lot of time and headaches, as well as maintain customer loyalty.

The six developments are not the responsibility of the chief or any one person or agency alone to make happen. Everyone in every department of the organization has a role to play in order to achieve set objectives and meet the needs of customers. As “The Right People For The Digital Supply Chain Era” article depicted (link to article), the most invaluable asset to any striving organization is its human resources.

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Compiled by BLOG.SCGLogistics

References and photos jayemlogistics.in, pexels.com

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