Transparency and visibility in the supply chain are popular blog topics these days, specifically surrounding emerging technologies. But let’s face it … real people won’t completely be replaced by technology, at least not in the immediate future. When things go awry, human beings are still customers and carriers best assets.
Let’s take, for example, a carrier who needs to contact their broker about a damaged shipment, missing paperwork for a delivery, or any kind of urgent matter, and it is 3 a.m. Having a real person to discuss the important details of an issue can be extremely important. Alternatively, getting someone out of bed in the middle of the night who is “on call” without all the information readily at hand, can be insanely frustrating.
Experienced transportation providers can be empathetic while getting the right information to the invested parties in a timely manner. This is good for the carrier, good for the shipper, and good for the receiver. Ultimately, excellent customer service is what differentiates the best 3PLs from the mediocre ones.
Choptank has just expanded its off-hours availability with more team coverage than ever before. “Making our customers more successful is the primary goal here,” said Steve Covey, executive vice president, at Choptank Transport. “Making it as easy as possible to resolve issues at any hour of the day or night is just good business. And, offering these non-traditional work hours also benefits our employees who prefer working a night schedule to fit into their individual lifestyles.”