A leading logistics organization optimizes the time needed for administrative processes and automates its customer communications.
Customer Communications Management Needs in Logistics
In the logistics sector, a driver´s time is very precious. Therefore, implementing new methods to efficiently manage Proof of Delivery (POD) documentation –delivery notes and other documents related to a specific delivery route– should be one of the top-priorities of any logistics and distribution company. In fact, documentation is an area that presents numerous challenges in logistics and distribution, such as large volumes of documents waiting to be processed, client documentation that needs to be sent through different channels and large administrative processes.
In 2013, the Spanish subsidiary of an important multinational company that has more than 40 years of experience in the logistics sector and is currently operating in more than 170 countries and regions worldwide, decided to invest in software to, on the one hand, reduce the time their drivers dedicated to administrative tasks and, on the other hand, automate the customer communications management processes related to deliveries.
Ad hoc Document Software
The logistics company turned to DocPath for a customer communications management solution that would optimize their drivers´ time and reduce the administrative work load. DocPath offered an ad hoc development project of a specific document software module that would allow the company´s drivers to scan, manage and print any delivery-related document themselves, in real time and without the need of further administrative processes.
Document Software for the Logistics Sector
The result of the project is a specific DocPath document software solution for the logistics sector. The different applications that comprise this customer communications management solution have been directly integrated into the logistics company´s infrastructure. One of the main applications consists of a module that allows the drivers themselves to perform different administrative tasks, such as managing delivery incidents, scanning or printing documentation and adding digital signatures, at specifically designed POD management booths. To perform these tasks, the drivers use an easy-to-use touchscreen, completely adapted to the corporate image of the logistics company.
DocPath´s customer communications management solution entered into production in 2014. The solution consists of a large number of POD management booths, each driven by DocPath´s generation engine –DocPath Controller version 4.1 for Windows platforms– and the previously mentioned module, specifically developed for logistics and distribution companies. To meet the requirements of the distributed architecture designed for the client, DocPath´s generation engine was also installed at the company´s central iSeries server. This ensures that when a request is sent from any of the POD management booths to the central server, the requested data will be accessible instantly and automatically.
Apart from the specific software solution developed for logistics processes, DocPath also installed its DocPath Aspen solution, which is in charge of archiving and managing all documents scanned during the digitization phase. In addition, DocPath Aspen adds a new channel of communication between the company and its clients to the process, as the solution ensures that all PODs are accessible as soon as they are scanned by the driver. In other words, company-client communications are more effective and efficient.
Excellent Results
As a result of DocPath technology, now the drivers themselves both collect the documentation required for their delivery routes and finish the administrative process after their routes. By automating these customer communications management processes, the logistics company has reduced the related costs, optimized the required resources and increased productivity levels, which has also boosted customer satisfaction. In fact, the company´s customer satisfaction levels have been very positively affected by the fact that each client can access the documentation as soon as it is scanned.
Currently, the multinational logistics organization has installed more than 40 POD management booths at their facilities in Spain and is considering to apply the same technology to its subsidiaries in the rest of Europe. Moreover, as the results of the project have been excellent, the company has opted for a new on-demand solution by DocPath. The new solution will enable users to also use the booths based on DocPath´s document software to scan and manage documents other than PODs.