Customer Relationship Management In Logistic: Why It Matters

High customer satisfaction and experience are one of the main objectives of any business since customers’ or clients’ contentment influences directly to sales results, which can be seen clearly in the transportation and logistics industry. To deliver an exceptional experience to your customer, we need to empower our business with a robust CRM solution. 

First of all, let’s look at the current Logistics scenario

There are four key areas of disruption logistics companies need to focus on to explore the potential opportunities of the industry in upcoming years. All four key areas are related to each other.

• Customer expectations: the rapid change of customers’ experience shapes how both individuals and businesses think and behave. Customers expect to have customized goods faster, and at low or no delivery cost, this influence directly influences manufacturing and logistics.
• Technological breakthroughs: the only way to benefit both suppliers and customers is to utilize the use of technology to lower costs, improved efficiency, and productivity to satisfy customers’ demands and make genuine breakthroughs in the way industry works.
• New entrants to the industry: technological breakthroughs lead to an increase in the competitive environment. Businesses are finding ways to churn out more lucrative elements of the value chain using digital technology or new business models.
• Redefining collaboration: “sharing” is the central theme for transportation and logistics now - from Uber to last-mile delivery to formal HVs and partnerships at the corporate level. The whole industry is redefining collaboration.

New technologies bring greater efficiency and more collaborative operating models and also re-shaping the whole logistics market play.


Logistics and transportation are the top industries where many experts believe that it has access to data and analytics more than before. By integrating advanced technologies into the sector, there are countless opportunities to improve performance and serve customers better. 

Reasons to Implement CRM for Logistics

(Read our previous blog post about what CRM is and how it can benefit your business)

Suppose logistics businesses seek to target a different industry, move to a new sector, or drive their businesses forward. In that case, they might want to consider implementing a CRM solution based on the advantages it can bring: 

Relationships are essential

The first reason to implement a CRM solution is probably to build and maintain the relationship between business and customer or business partners. In the world where there are possibly 1000 shipments of freight in multiple countries every day, there is a risk of not maintaining a good relationship with the end-user. If the service isn’t consistent and you don’t pay enough daily attention to it, one or two mistakes can send your customers to your rivals. 

By implementing CRM, you’ll centralize your data and give your team an effortlessly productive workspace to deal with their customers. 

Forecasting to keep your team on track

CRM system allows you to make better decisions by using actionable data, get the insights you need, design custom dashboards to get a bigger picture of your business and allows you to dig deeper with real-time reports and charts. Therefore, you can get an accurate forecast by implementing this solution. Plus, most CRM solutions have a user-friendly interface that anyone can use.

For example, the CRM app can show you the previous year’s valuable leads source, the average time to ship orders under any specific condition, etc. This type of data ensures that your team spends the right time and effort on a particular task, avoiding time wasted since it is essential to streamline the logistics and transportation industry’s working process.

Automation matters

In the modern landscape, Logistics and Transportation and every other industrial sector need automation because it automates time-consuming regular tasks by leveraging advanced technologies, enabling you to allocate the workforce better, reduce human errors, collaborate better, and so on. Customer Relationship Management (CRM) supports a diverse range of automation to enhance productivity and streamline workflows like make proposals, create reports, etc. This results in customer satisfaction and experience growth. 

Systematic activities

The platform also demonstrates which task needs to be done first for each customer. Companies can unify all information and track them from the dashboard so the logistics company can control competing prices and delivery choices.

Order management

The platform also allows companies to gather valuable information, create quotations, and convert orders with precise details and different country charges.

Side-note:

At TP&P Technology, we understand the value that advanced IT technologies can add to a business as a whole. Our professional Salesforce CRM services include consulting and customization as well as integrations, from which you can attain greater success such as maximized quality of customer service, increased profit, improve customer loyalty, improve your business’s reputation, etc.

We offer customized Salesforce CRM solutions specifically for your business's demands. Our experts are available to talk now! Contact us today.