Robert van der Meulen said that customers are influenced by their experience of the supply chain – even in the simplest terms, it is easy to see that a late delivery can disappoint, whereas an expedited delivery can delight.
As important as Meulen’s message, the delivery of exceptional customer experience is critical to an organisation’s long-term success. Generally, strong customer relationships drive revenues, future bookings, and new business. Unfortunately, order fulfilment alone no longer qualifies to provide an exceptional consumer’s experience. In order to be successful, companies need to develop integrated, transparent, responsive, and robust supply chains that enable them to deliver goods and value-added services to their customers. That’s when supply chain visibility comes to play.
“Consumers, now, don’t only just demand seamless experiences but also more visibility in their deliveries. 86 percent of customers said they would pay more for a better experience in today’ digital-savvy world.” – Retail Trends Report, 2019
Supply chain visibility (SCV) is often referred to as the ability of parts, components, or goods in transit to be tracked from a manufacturer to their final destination. Generally, SCV is aimed to improve and strengthen supply chain by making data readily available to all stakeholders, including customers. When supply chain visibility is unleashed, as a provider, you can prevent order errors and ensure that you are knowledgeable about every aspect of your inventory. Thusly, you can help improve the customer experience in terms of performance and reducing errors.
See also: 2019 Logistics & Supply Chain Resolutions You Should Have
Supply chain visibility has always been important but has never been more important than now.
Thanks to the advancement of technology, achieving robust visibility on supply chain is no longer a pain in the neck. You can build transparent while helping customers staying up-to-date with their shipment process. To make your data readily visible throughout the process, you can adopt the following methods.
Product and shipment visibility can be achieved better if you are able to generate more information on supply chain. This can only be achieved with collaborative technology that covers all standard levels, including order, shipment, container pallet, and unit. Leaders, in this case, are both more capable in controlling and monitoring inbound and outbound events. They are also ahead in the rush of exchange, manage, and analyse data in real-time.
- Manage and measure data
From silos to KPI, you should be sure which data to use in order to upsell and help you forecast customer as well as market activity. Choosing the right data also ease your work in identifying the ups and downs of your operational process. You can also make effective decisions whenever fraud happens during the process.
Another key strategy is by building a network with your vendors to achieve true visibility. You can start with the nearest vendor that involves and affects your supply chain bottom line. After you are able to spark their attention and gain a mutual benefit, you could speak with others in your network about your company to incorporate supply chain visibility in all your interactions. This phase, however, requires trust and willingness to share information.
- Invest in the right technology
Just like any other business, there is no one-size-fits-all solution, but the right technology will likely to help well. How to know that you adopt the right technology? Here are questions to ask:
– Does your current technology help improve visibility across organisation?
– Does it promote agility and flexibility within a more legible, integrated supply chain?
– Does it offer real-time integration, in-memory storage, and an easy-to-use interface?
If you answer yes to all those questions, chances are you already adopt good technology that improves visibility on your supply chain.
If not, then, you should first pinpoint your organisations’ needs, customer’s needs, and partner’s needs to determine which technology resources will fit better.
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