When it comes to skyrocketing customer expectations, the transport and logistics sector is no exception. Gone are the days of tiresome phone calls, endless email chains, and a lack of transparency in the shipping process. Instead, a user-friendly, efficient, and seamless online freight booking and management experience is no longer a perk – it's a massive competitive differentiator. 

What Do Customers Expect from a State-of-the-Art Shipping Experience?

Customers in the transport and logistics industry crave convenience and control. They expect an easy-to-use online platform that allows them to:

• Obtain instant quotes. No more waiting for quotes via email. Customers expect real-time pricing based on their specific shipment details.
• Book shipments easily. The booking process should be intuitive and straightforward, allowing for quick booking with minimal data entry.
• Track shipments in real-time. Customers want constant visibility into the location and status of their shipments, from pick-up to delivery. 
• Manage documentation electronically. Eliminate the hassle of paper trails. Uploading and accessing shipping documents electronically saves time and increases accuracy by reducing errors.
• Access self-service options. Empower customers to manage their accounts, update shipment details, and access frequently asked questions (FAQs) through a self-service portal.
• Receive proactive communication. Timely updates on shipment status, potential delays, and any other relevant information keep customers informed and alleviate anxiety.

Benefits of a State-of-the-Art Shipping Experience for Transport and Logistics Companies

While a seamless shipping experience is crucial for customer satisfaction and loyalty, it also offers significant benefits for transport and logistics companies themselves. Here are just a few benefits:

• Increased Efficiency: Online booking and management systems automate manual tasks, freeing up valuable staff time for more strategic activities.
• Reduced Costs: Streamlining processes lowers administrative costs associated with manual booking and communication. 
• Improved Customer Satisfaction: A great customer experience and an efficient customer journey translates to increased loyalty and repeat business. 
• Enhanced Data Collection and Analytics: Digital platforms can collect valuable data on customer behavior and shipment trends, enabling data-driven decision-making and service improvements. 
• Competitive Advantage: Businesses that offer a state-of-the-art shipping experience stand out in a crowded market, attracting new customers and retaining existing ones.

Yusen Vantage Focus-Book: A Practical Example of Innovation

A prime example of a company leading the way in the digital transformation of the shipping industry is Yusen Logistics. Founded in 1955, Yusen Logistics is a global supply chain logistics company that provides ocean and air freight forwarding, warehousing, distribution services, and supply chain management. Yusen’s recently launched digital booking platform, “Yusen Vantage Focus-Book” (YVF Book) introduces a streamlined approach for customers managing their freight shipments. Based on Liferay DXP and deployed through Liferay’s SaaS offering, the platform embodies a state-of-the-art shipping and logistics experience. Let's take a look at some of YVF Book’s capabilities and features:

• Digitalized Booking Experience: With just a few clicks, customers can effortlessly book air and ocean freight forwarding services through the platform, streamlining the process and eliminating manual paperwork.
• Online Shipping Instructions Submission: By automatically transferring booking data directly into the shipping instruction form, manual input is eliminated. This feature streamlines the process, ensuring a more efficient and hassle-free experience in managing shipping instruction.
• Centralized Management: No matter where they are, customers can review and manage all documents and information on their shipments in one centralized location. Acting as an integrated logistics hub, the platform provides a comprehensive overview at a glance.
• Enhanced Real-Time Visibility: YVF Book gives customers full control over their logistics operations by providing complete visibility into the shipping process. Customers can track shipments in real-time and access live status updates and milestone tracking, ensuring they are well-informed throughout the shipment journey.
• Effective Communication: The platform facilitates effective communication by bringing together all stakeholders, minimizing delays, and ensuring smooth collaboration throughout the shipping process. 

The integrated logistic hub of YVF Book shows shipment lets users review shipment information, status, and schedule. (© image: YUSEN LOGISTICS CO., LTD. All Rights Reserved)     

The enhanced real-time visibility of YVF Book shows live booking status with tracking information from carriers and airlines. (© image: YUSEN LOGISTICS CO., LTD. All Rights Reserved)     
 

This state-of-the-art shipping experience is a great practical example of the transformative power of digital solutions in the transport and logistics industry: embracing innovation and prioritizing a seamless shipping experience can not only improve customer satisfaction and loyalty but also help you gain a significant competitive advantage. 

The Road Ahead

As technology continues to evolve, the shipping experience will undoubtedly become even more sophisticated. Advancements in areas like artificial intelligence (AI) for real-time route optimization as well as the integration of Internet of Things (IoT) devices for real-time shipment condition monitoring are only two examples of how future shipping journeys will not only be efficient, but also entirely transparent and predictable for both businesses and their customers.

Discover how you can empower customers and shippers, optimize carrier and partner relationships, and increase employee productivity with Liferay DXP. Learn more about our solutions for the Transport and Logistics sector.