Sustainable Supply Chain for Great CX Opportunity in Logistics

Sowmya Mullur Rajagopalan

Arun Pradeep Surendra Mohan

The logistics sector has shown remarkable resilience during the COVID-19 crisis in spite of upheaval, including a major slowdown at the start of the pandemic and a subsequent capacity crush during the holiday season. One emblematic image of the industry’s adaptability: United Parcel Service, which shortly after two coronavirus vaccines won approval, ramped up production of dry ice at its hubs to preserve the medicines during delivery to health care institutions.

Such moves are not surprising, we explain in our new TCS Perspectives article (Mastering the Post-pandemic Logistics Revolution). Players in the $9.6-trillion global logistics industry have evolved continuously during the past three decades.

As we explain in our article, the pandemic has accelerated three important challenges: rising consumer expectations for quality service, distribution companies’ growing impact on the environment, and the emergence of new and innovative logistics players. Logistics companies cannot ignore these issues. Those that master them will gain big competitive advantages.

In our article in Perspectives, we discuss the origins of these fundamental changes and what logistics companies can do to thrive. One of the most important questions they must answer is who owns the customer experience. Is it the logistics company, the retailer, or the goods manufacturer?

In the days when consumers mostly shopped at stores, retailers ruled. But in a world in which online shopping continues to grow, the delivery of products to consumers’ homes has become just as important as the in-store retail experience. That means the stakes go up for logistics companies. A mishandled purchase, damaged package, or delayed delivery – retailers will hear consumers’ complaints. Sellers of goods will start to select shipping partners based on quality of service, not only price.

We explain three must-dos for all logistics companies:

First, easy-to-use mobile apps and websites. Many of today’s user interfaces make it difficult for consumers to find what they need. Intuitive navigation and fast response times on queries (like delivery status updates) can win consumer loyalty.

Second, performance data shared with business partners. A logistics firm with strong delivery performance can cement relationships with retailers and other business customers if it lets them know about that performance.

Third, rigorous delivery tracking. End customers must be able to track their shipment deliveries on their desired devices and send immediate feedback to the shipping company. The data from these deliveries can help shipping companies identify unproductive drivers, unreliable transportation and other inefficiencies.

This is a great time for logistics companies to pull ahead of the pack. I invite you to read how this can be done in our Perspectives article.

About the author

Sowmya Mullur Rajagopalan

Sowmya heads the Travel, Transportation and Hospitality Business Unit in Americas. She is responsible for Customer Relationship, Business Development & Growth, and Delivery Excellence. With 29 years of IT industry experience, Sowmya has managed multiple, large transformation engagements and has led one of the fastest growing units within TCS. She has played a pivotal role in building trusted and long-term relationships with TCS' customers. Her forte lies in her ability to develop and attract business' most vital resource- its people. Passionate about building 'One Team', Sowmya has organically created some of the most diverse and efficient teams in TCS that have consistently displayed the ability to take risks, think outside the box and fuel growth and transformation.

Arun Pradeep Surendra Mohan

Arun is the Industry Solution Unit Head, Leading Travel, Transportation and Hospitality unit for Tata Consultancy Services in Europe. In a career spanning 25 years, Arun has extensive experience establishing strategic partnerships and in creating significant business value for customers in Travel, Transportation and Hospitality industry. He Joined TCS in 1995 and performed various Technical and Functional roles for Banking, Insurance, Telecom, HiTech and Utility customers in APAC, US and Europe. Arun holds an Engineering degree with specialisation in Computer Science.

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The Great Customer Experience Opportunity for Logistics Providers

About the author

Sowmya Mullur Rajagopalan

Arun Pradeep Surendra Mohan

TCS is here to make a difference through technology.

We’re in it for good, driving positive change for the benefit of all.

Recent News

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

TCS works hand in hand with world-leading investors.

TCS is here to make a difference through technology.

We’re in it for good, driving positive change for the benefit of all.

Recent News

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

TCS works hand in hand with world-leading investors.

About the author

Sowmya Mullur Rajagopalan

Arun Pradeep Surendra Mohan

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