We use cookies to provide you with a better experience. By continuing to browse the site you are agreeing to our use of cookies in accordance with our Cookie Policy.
  • INDUSTRY PRESS ROOM
  • ABOUT
  • CONTACT
  • MEDIA FILE
  • Create Account
  • Sign In
  • Sign Out
  • My Account
Free Newsletters
  • MAGAZINE
    • Current Issue
    • Archives
    • Digital Edition
    • Subscribe
    • Newsletters
    • Mobile Apps
  • TRANSPORTATION
  • MATERIAL HANDLING
  • TECHNOLOGY
  • LIFT TRUCKS
  • PODCAST ETC
    • Podcast
    • Webcasts
    • Blogs
      • One-Off Sound Off
      • Global Logistics and Risk
      • Empowering Your Performance Edge
      • Analytics & Big Data
      • Submit your blog post
    • Events
    • White Papers
    • Industry Press Room
      • Upload Your News
    • New Products
      • Upload Your Product News
    • Conference Guides
    • Conference Reports
    • Newsletters
    • Mobile Apps
  • DCV-TV
    • DCV-TV 1: News
    • DCV-TV 2: Case Studies
    • DCV-TV 3: Webcasts
    • DCV-TV 4: Viewer Contributed
    • DCV-TV 5: Solution Profiles
    • Parcel Forum 2022
    • MODEX 2022
    • Upload Your Video
  • MAGAZINE
    • Current Issue
    • Archives
    • Digital Edition
    • Subscribe
    • Newsletters
    • Mobile Apps
  • TRANSPORTATION
  • MATERIAL HANDLING
  • TECHNOLOGY
  • LIFT TRUCKS
  • PODCAST ETC
    • Podcast
    • Webcasts
    • Blogs
      • One-Off Sound Off
      • Global Logistics and Risk
      • Empowering Your Performance Edge
      • Analytics & Big Data
      • Submit your blog post
    • Events
    • White Papers
    • Industry Press Room
      • Upload Your News
    • New Products
      • Upload Your Product News
    • Conference Guides
    • Conference Reports
    • Newsletters
    • Mobile Apps
  • DCV-TV
    • DCV-TV 1: News
    • DCV-TV 2: Case Studies
    • DCV-TV 3: Webcasts
    • DCV-TV 4: Viewer Contributed
    • DCV-TV 5: Solution Profiles
    • Parcel Forum 2022
    • MODEX 2022
    • Upload Your Video
Home » Study: Shippers see TMS as customer service tool
newsworthy

Study: Shippers see TMS as customer service tool

March 6, 2018
DC Velocity Staff
No Comments

Many companies don't realize their transportation management system (TMS) can offer value beyond the baseline utility of cutting freight costs. However, a study finds that users are finding new ways to leverage the software to meet rising customer service demands.

Suppliers in various industries are being pressed to provide more frequent but smaller shipments, which results in more complex fulfillment practices that can drive up their transportation costs and degrade their shipping accuracy, according to a report released in January by ARC Advisory Group, a Dedham, Mass.-based technology research firm. At the same time, they face elevated demands by individual e-commerce shoppers demanding expedited home delivery, as well as by major commercial retail buyers such as Walmart, which holds vendors to strict standards for delivery deadlines, according to ARC.

In response, shippers and third-party logistics providers (3PLs) are turning to their TMS for solutions, and they discover the software can generate a return on investment (ROI) through improved customer service, ARC found.

One reason TMS users have underestimated the software's potential lies with the difficulty of quantifying service improvements, according to the paper, "Using a Transportation Management System to Drive Service Excellence." The paper was written by ARC Advisory Group on behalf of MercuryGate International Inc., a Cary, N.C.-based TMS vendor.

Shippers' rising emphasis on improving customer service is not leading them to ignore other business metrics, the study found. Rather, shippers are now trying to balance multiple goals at once. An ARC survey found that 70 percent of companies that implement a TMS did so to reduce costs, while 65 percent said that customer service was also very important.

In one example, the cosmetics retailer Sephora relies on its TMS platform to improve service levels, which the French firm measures by tracking the number of on-time deliveries at their distribution centers (DCs) and stores, according to ARC.

KEYWORDS ARC Advisory Group MercuryGate International
  • Related Articles

    Shippers see trailer pools as solution to tight capacity, Transfix says

    SnapFulfil offers analytics and reporting as a service through new SnapData tool

    Postal Service taps 1-800-Flowers.com as launch customer for same-day delivery service

Recent Articles by DC Velocity Staff

Air cargo demand slumped in 2022 after “extraordinary” levels in 2021

Logistics gives back: February 2023

Intermodal sector weathered a “challenging” year in 2022, IANA says

You must login or register in order to post a comment.

Report Abusive Comment

Most Popular Articles

  • Schneider welcomes first battery-electric truck

  • Fred Smith is not worried about Amazon

  • RJW LOGISTICS GROUP EXPANDS RETAIL LOGISTICS OPERATION TO DALLAS

  • Maersk deploys indoor drones for warehouse inventory counts

  • Outlook 2023: What’s in store for logistics/supply chain?

Now Playing on DCV-TV

C8c3bc6b a91d 4181 a18f 35f288257630

ACPaQ: Fast and reliable automated mixed case palletizer

DCV-TV 4: Viewer Contributed
Fully Automated Mixed Case Palletizing ACPaQ is a universally applicable solution for fully automated order picking of mixed case pallets based on customers‘ requirements. Its software allows you to customize the palletizing order to increase efficiency during in-store replenishment. The mixed case palletizer...

FEATURED WHITE PAPERS

  • The five best applications for robotic lift trucks in warehouse environments

  • Fulfillment Facility Improved Efficiencies by 4x

  • 3PLs: Complete Orders Faster with Flexible Automation

  • Reusable Packaging for the New Wave of Supply Chain Automation

View More

Subscribe to DC Velocity Magazine

GET YOUR FREE SUBSCRIPTION
  • SUBSCRIBE
  • NEWSLETTERS
  • ADVERTISING
  • CUSTOMER CARE
  • CONTACT
  • ABOUT
  • STAFF
  • PRIVACY POLICY

Copyright ©2023. All Rights ReservedDesign, CMS, Hosting & Web Development :: ePublishing