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How innovation impacts customer service in supply chain

In a recent webinar hosted by C3 Solutions, podcast extraordinaire and award-winning host Timothy Dooner sat down to have a conversation with freight tech companies TMX Global and C3 Solutions about innovation and how it impacts the customer experience.

As technology continues to evolve and become more sophisticated, business models are becoming more customer-centric. At the end of the day, the customer experience is paramount and determines the overall success of a business. With the continuous obstacles and hurdles the global supply chain has and continues to deal with, this couldn’t be more true. 

With several decades of collective experience from around the globe, Neil McEvoy, VP of Customer Experience and Business Development at C3 Solutions, Mathieu Bernier, Senior Business Analyst and Key Account Manager at C3 Solutions, Jamie Dixon, Director of Supply Chain at TMX Global, and Matthew Shore, Senior Supply Chain Consultant at TMX Global, share their views on the relationship between freight technology and the customer experience. 

It’s About More than Just a Product or Service

Of course, any successful business relies on building a strong relationship with its customers. However, in terms of freight technology and logistics services, it goes beyond simply providing software or service for customers. True success is planning for the future between the two organizations; there has to be room to grow and a path to follow.

Any successful freight tech company or logistics company will always have a near and future roadmap of where they want to go with their customers, with their products, and with their services,” C3 Soultion’s Neil McEvoy said.

I think that collaboration is absolutely critical. I think working closely with your customers around what the freight tech solution needs to look like is extremely important,” said Jamie Dixon from TMX Global. He goes on to say that building great collaboration requires focusing on customers from an operational perspective. 

Collaboration and Communication

Delivering an exceptional customer experience has become one of the few differentiators between competitors. The 3PL market is a very tight industry, and many companies offer a similar service. At the end of the day, it comes down to which company truly focuses on the customer, their needs, and the needs of their customer’s customers. 

It sounds a bit cliche, but it’s just like any relationship; you’ve gotta have a two-way open, transparent, and honest way of communicating and working together,” said Neil.  

I learned that lesson firsthand when I was in freight sales. I was constantly out there trying to sell what the company wanted me to sell, but not really thinking about the customers,” he explained.

So they want boxes from Shanghai to USC Coast; that’s what I’m selling, regardless of what the person across from me needs. But that’s taught me a really good lesson. And I’ve taken that when I started looking at other things. And sometimes you look at freight tech and the way it’s presented, and it’s like, does this technology or is this direction the company’s going in suit the company’s needs the best?” he added.

The webinar goes beyond explaining the importance of the relationship between service and tech providers and their customers; they get into the how of it.

If you’d like to learn more about building a great relationship with your customers or how freight technology shapes and is shaped by the customer experience, tune into the free webinar to learn more.

 

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