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Customer Service Enquiries

customers need to know the answer themselves to delivery issues
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improve customer service at a lower service cost

Quality Delivery Performance

Quality Delivery Performance

Moveitnet is a unique tool that will hone delivery to promise performance over time and immediately make them happy Customers because they are kept constantly informed.

Happy Customers lead directly to Customer retention and increased profits.

“A 5% increase in customer loyalty can produce an increase of 25% to 85% in profits”

Reichheld & Sasser 1990

Keeping the Customer automatically informed online

Keeping the Customer automatically informed online 

Here are a few examples of what you can do to improve Customer Service and slash your operating costs.

1. Smaller Customers can be sent an Advance Shipping Notice (ASN) with a URL linking them to a webpage so that they know the goods have been dispatched and can check on delivery progress.

2. Larger Customers can be given a login that allows them to see the status of all outstanding orders and deliveries across all Carriers for the last few days or a week or a month. They can click on any one to get updated status information and Proof of Delivery (POD’s).

“These self-help functions in Moveitnet reduced the level of customer service enquiries by about 95%”

Anna Mobbs - Customer Service Supervisor, Clipsal

Proof of Delivery (POD) and Status updates online

Proof of Delivery (POD) and Status updates online

Moveitnet will provide you and your Customers with a giant leap in real-time access to your Proof of Delivery (POD) and status updates from most and in some cases all Carriers on a single page.

Moveitnet provides a single file for all deliveries for each client to each address. You don’t need to know the consignment number and have no need to check the dispatch date or the delivery date. Just type in the client name and it will be all there for you or the customer if you authorise their access.

If your carrier cannot provide soft copies of POD’s then Moveit can scan hard copies into the system for you

Moveitnet Fleet can also power sign-on glass POD signatures at pick up counters, for your own fleet or for contracted drivers who have no system of their own.

Moveitnet has also introduced the use of smart phones to get real-time confirmation of delivery and in some cases real-time POD’s from any Carrier anywhere.

 

shortages and returns

shortages and returns

Customers can be authorised to report shortages via Moveitnet and they or you can produce consignment notes for returns to be dispatched using your own carriers.

Improve external Customer Service levels and reduce internal Customer Service costs

Improve external Customer Service levels and reduce internal Customer Service costs

Giving Customers self help screens will dramatically decrease the workload in Customer Service and make dealing with enquiries a breeze.

Customer Service staff have to spend less time chasing information from the DC and carriers.

And because Moveitnet is a Cloud Computing solution Customer Service can be anywhere.

“Before Moveitnet, we used to have one person in each state DC. But now we handle fewer Customer Service enquiries through a single office in Adelaide”

Anna Mobbs - Customer Service Supervisor, Clipsal

 Measuring Customer Service Carrier Performance

Measuring Customer Service Carrier Performance

Moveitnet will provide you with a range of reports that you can tailor to suit your needs in your department.

“Just imagine being able to analyse 16,000 consignments in five minutes by the click of a button”

Darren Reemeyer - National Operations Manager, JohnsonDiversey Australia