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Nearly every business claims their customers are satisfied with their products and services. This is such a repeated claim that, most of the time, though, we just tune out the message as what it typically is — an empty claim made by the vendor’s marketing team.As a business leader in the freight broker world, though, the technology you choose has a profound impact on your company’s ability to serve your customers. A robust transportation management system (TMS) is key to improving operational efficiency for freight brokers and 3PLs. Your TMS can help you save time, reduce costs, simplify supply chain processes, and provide superior customer service. The TMS is an extension of your team and should allow them to serve customers and carriers efficiently. The software shouldn’t get in the way of letting your team book and post loads quickly, and it should enable them to effortlessly perform repetitive tasks like check calls.Put simply, your TMS should be easy to use for your team – allowing them to provide your customers with an excellent user experience. This article discusses why you should consider customer satisfaction when choosing a Transport Management System with a particular focus on the role of user experience (UX). Keep reading to learn more.
Your technology stack is a key differentiator for your freight brokerage. Each solution you deploy is a piece of the puzzle that allows your team to book more loads, provide better service to your customers, operate with profitable margins, and serve your carriers better.
However, each solution you deploy adds complexity to your business’s operations. Without a strategy to integrate all these applications, your freight data will reside in silos – reducing the impact of the different technology solutions you utilize.
It is often said that freight brokers make money “in the margins.” From contract rates to carrier efficiency to deadhead miles, few industries watch data as closely as freight brokers.
These metrics are pretty standard across the industry, and there are many tools available to help you see how your business compares to others so you can identify where you need to improve. However, there are metrics to which DAT or Freightwaves don’t have access to – your business’s overall efficiency. You can’t control things like carrier rates or general supply chain backlogs, but you can dramatically improve your business’s overall productivity by measuring and improving how you operate.
The Transportation Management System (TMS) is one of the most important applications in any freight broker’s technology stack. From working with carriers to invoicing your customers, it touches each aspect of your business. It’s a very complex piece of technology and as a result, it can be helpful to look at the many costs associated with it so that executives at freight brokerages can understand the total cost of ownership and begin to ascertain what the overall return on investment for their TMS is.