In the SOTI report The Road Ahead: Driving Digital Transformation in T&L, customers make it clear that they want greater speed, accuracy and convenience when it comes to their deliveries.
T&L leaders believe digital transformation is the path to get there. They also understand that frontline workers need devices and technology they can depend on. Otherwise, the gap between what customers want and what T&L providers deliver will grow.
Check out the infographic below for key stats taken from The Road Ahead. There are over 70 stats in the report, collected from respondents in 10 countries. Click here to download the report in its entirety.
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60% of Frontline Workers Use an Employer-Issued Device Daily
T&L organizations realize the value of issuing devices to frontline workers. From a single smartphone or tablet, workers can look up maps and routes, collect customer signatures or confirm delivery receipts.
Empowering frontline workers with dependable mobile devices can transform the work experience and enhance productivity. Both are crucial for delivering high-quality, timely service that customers demand.
32% of Frontline Workers Say Tech Issues Cause Them to Miss Targets
Device downtime jeopardizes the customer experience. An unresponsive app or faulty battery can bring the supply chain to a halt in a variety of ways:
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Causes late deliveries if workers can’t access customer address information on a mobile device or tablet. Ensuring regulatory compliance by implementing and enforcing security policies.
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Leads to products not making it on the delivery truck when they should because label printers can’t print labels for packaging.
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Impacts inventory management (stockouts, overstocks, etc.) if RFID readers can’t scan goods in the warehouse.
Device downtime reduces productivity. Workers may employ manual processes as temporary workarounds (such as trying to count inventory by hand) but that often results in costly errors and further delays.
13 Hours Per Person Are Lost Each Month Due to Mobile Device-Related Downtime
If the wheels don’t turn, you don’t earn. There’s only a finite amount of time available to perform deliveries. Losing almost two full working days per month isn’t ideal.
If a T&L organization says it will deliver a package by 3 p.m. on Wednesday, then it better deliver it by that time and date. Otherwise, the customer will be unhappy and lose trust in the organization, as it failed to deliver on its promise.
Workers spending hours trying to identify issues due to battery life and connectivity disruptions is irrelevant to the customer (both the sender and the recipient). They were promised a package by 3 p.m. on Wednesday, and it never came.
22% of Drivers Say Tech Delays Force Them to Increase Their Driving Speed to Make Up for Lost Time
Since drivers can’t troubleshoot issues as they occur, they must wait until a device is operational before continuing their deliveries. They may be back on the road, but now they’re significantly behind.
This puts stress on drivers. To offset this, drivers may feel compelled to drive beyond the speed limit. The risks of driving fast include:
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Loss of vehicle control.
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Increased collision severity.
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Longer breaking distances and less reaction time.
The bigger the vehicle, the more these risks are amplified. T&L workers know that one late delivery can lead to customer complaints, bad reviews and a domino effect that impacts all subsequent deliveries. They may take the risk of speeding to avoid the consequences of customer dissatisfaction.
58% of Employees Worry About Customer Data Security When Sharing Devices
Many frontline workers share devices. This can be a major benefit to an organization as its workers stay productive while it saves on CAPEX costs.
However, workers worry that by sharing devices, customer data might fall into the wrong hands. This can occur as devices are lost, stolen or improperly locked and secured as they pass between workers.
T&L providers manage important customer data such as contact information, financial details and account histories. Customers demand that their deliveries are made on time without their contact information compromised along the way. It’s up to T&L providers to deliver goods on time while securing customer data along the way.
Want More Insights? Download Your FREE Copy Today
These are just some of the insights revealed in The Road Ahead: Driving Digital Transformation in T&L. Globally, 1,700 T&L workers were interviewed and they shared informative details regarding how technology should help them be more efficient and why that’s not always happening. Other details include:
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The one task that can take up to 50% of working time for T&L employees.
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The one step nearly all T&L organizations are taking to improve employee retention.
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The one technology three-quarters of respondents say they want more of.
Get all the answers, stats and findings by downloading The Road Ahead.
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Download The Road Ahead: Driving Digital Transformation in T&L |
