In the dynamic landscape of modern logistics, where timely deliveries, efficient supply chains, and seamless operations are paramount, maintaining strong customer relationships can often be overlooked. However, in today's competitive landscape, building and managing customer relationships in logistics is not just a nicety—it's a necessity.
In this blog, we'll delve into the challenges faced when managing customers without a logistics customer relationship management (CRM) tool and how a logistics CRM can address each challenge by discussing its importance.
Operating without a CRM exposes you to critical blind spots that could undermine your logistics company’s sales efficiency and competitiveness. Keep reading to learn more about five challenges you’ll likely encounter without a CRM.
Without a CRM, it is hard to have a complete picture of your customers. You lack a centralized platform where you can see all your customers’ details, interactions, and sales history with your company. This means you cannot be as detailed when analyzing sales outcomes and planning new sales strategies. You lack a centralized platform to search sales data, study customer trends, or analyze your growth, strengths, and weaknesses.
Without a complete picture of your sales efforts, you lack insights into customers’ behavior towards sales. If you had more concrete evidence of your customers’ buying appetite, you would be able to create a quote with a profit margin that they are likely to accept based on what they have accepted in the past. Some logistics CRMs feature smart price suggestion widgets for quoting or advanced search filters so you can examine historical customer data. Without a CRM, you’re operating with limited customer insights, which limits your ability to close more deals.
Without a CRM, communication history and transaction details may be scattered across various platforms and spreadsheets. This means you are bound to miss important messages or make mistakes when communicating with your customers. Additionally, when emails are siloed into team members’ inboxes, covering for them when they are out of the office will be hard as you won’t be able to view their emails.
Whether managing customers through spreadsheets or manually creating a quote, you are bound to make more errors. Human error is inevitable, especially if you are bouncing between applications and inputting data manually. Inaccuracies in quotes, customer orders, and billing erode your credibility with leads and customers.
In addition to missing out on the benefits of studying customer trends, you will miss other data and analytics without a CRM. Sales key performance indicators (KPIs) are metrics used to measure the performance of your sales team and each individual team member. These metrics enable you to make intelligent and strategic business decisions. For example, you can create a new logistics sales pitch and track its effectiveness. Additionally, you could study the sales pipeline and actions of your most profitable salesperson to standardize and enhance processes across your team.
A logistics CRM addresses many of the challenges and blind spots you would encounter without a CRM or even with a generic CRM. Whether you are looking to hone your sales strategy or scale your logistics business, here are some reasons a CRM is important.
With a logistics CRM, you can access a host of information about your company and customers all in one place. This gives logistics companies a comprehensive view of customers’ history, preferences, and communication, enabling better customer service and quote conversions.
A logistics CRM is also important to consistently secure more shipments. CRMs have a sales pipeline that you can use to track leads as they transition to customers. It lets you identify friction points within your sales pipeline stages so that you can optimize your conversion rates. Also, leading logistics CRMs have purpose-built quoting tools for logistics companies, which you can use to provide leads or clients with professional and highly converting quotes within 5 minutes or less. The faster you can send a quote and respond to a customer request, the better your chances of securing more shipments.
CRMs are designed to manage your communications with leads and customers, especially when your customer base is growing. With a logistics CRM, you can have all your team’s communications in one centralized application so that you can track, review, and analyze your company’s interactions with clients. This lets you easily catch up with existing customer conversations by having a complete history of emails, calls, and meetings.
Logistics CRMs minimize the risk of errors in customer interactions and quotes since they can access customer and market data within the application. Because of this, employees no longer need to juggle multiple applications and manually input data often. All of this will contribute to maintaining your brand image and credibility.
Since logistics CRMs have critical logistics and sales data, they can offer specialized logistics reports and analytics tools that allow 3PLs to monitor key performance indicators, track sales trends, and make informed decisions based on actual data. A logistics CRM removes blind spots and positions you to act strategically.
A logistics company was looking for a customer relationship management (CRM) tool that would allow it to secure more shipments and have a complete view of its customer picture.
Looking at the market, the logistics company encountered a few challenges. Firstly, most off-the-shelf CRMs are made for all types of industries, limiting the data, features, and integrations they can provide. Secondly, CRMs made for logistics exist but are proprietary software of the biggest logistics service providers since they were made from the ground up and required millions of dollars to build.
The logistics company was approached by Integrated Freight Systems proposing a CRM without the tradeoffs mentioned. Supply Chain Relationship Management (SCRM) is an advanced yet affordable CRM built specifically for logistics service providers.
SCRM’s logistics dashboard is designed to present the most valuable data for logistics companies, such as awarded lanes, shipment frequency, client ranking by awarded shipments, and more. Out-of-the-box, it comes with a full logistics quoting tool that lets you create professional and highly converting quotes in 5 minutes or less. It also includes powerful logistics reports that provide deep insights into your organization’s sales activities.
SCRM’s specialized features helped the logistics company increase its new account conversion rate by more than 50%. It also helped them stay in front of their clients better, securing more shipments. To learn more about SCRM, you can watch the video on this page. You can also request a free trial or demo.
Building and maintaining strong customer relationships is critical to success in logistics. The challenges of managing customers without a dedicated CRM tool are numerous and can hinder growth and customer satisfaction. By investing in a logistics CRM, companies can centralize customer data, secure more shipments, streamline communication, and gain critical insights. As the industry continues to evolve, embracing customer relationship management in logistics is not just a choice—it's a strategic imperative.
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