The disruptions caused by Covid-19 have produced clear winners and losers. The best-performing retailers have been able to maintain high standards of delivery accuracy and service while also adapting quickly to change.
While some retailers have been in the enviable position of seeing a surge in demand as customers shifted online, there has also been a squeeze on supply chains as carriers have faced illness-related absences and pressure to build virus mitigation measures such as social distancing into their operations.
Regardless of where the pressure is coming from, having the right tools and services in place to maintain strong customer service will remain important beyond the pandemic.
The ability to reduce customer complaints through tracking, add resilience by adding additional couriers, expand to additional countries and quickly scale up or down to meet demand are all features that retailers can add to their networks now in order to ensure future growth.
This case study-led ebook will look at four areas: tracking, scalable infrastructure, carrier integration, and cross-border expansion, using examples of retailers which have successfully ensured strong customer service and reliability during the crisis.