The Importance of Logistics Customer Portals in 2024

For the majority of customers, calls and emails no longer suffice. They expect fast response times, and full transparency. And this is something that can only be achieved by providing them with access to full-service logistics customer portals.

Here, we’ll discuss the importance of opting for a freight management system that incorporates a robust customer portal. We’ll discuss some essential portal features to look out for, and examine some tangible benefits of implementing this technology. 
 

What is a logistics customer portal?

The objective of a customer portal is to improve the customer experience. Logistics customer portals allow customers to quickly access precise and detailed information about their shipments. They afford complete visibility into all interactions, and allow customers to track key metrics, make support requests, and review documentation.

From receipt of an order to the picking, packing, shipping, and transportation of items, a logistics customer portal provides superior end-to-end customer service.

Logistics customer portals: Improving processes for all stakeholders

From wholesalers and retailers, to third-party logistics providers (3PLs), all types of customers benefit from having access to a logistics portal.

A customer portal also offers a valuable opportunity to connect with customers, and gather useful information about them. Consciously or subconsciously this garners a good level of trust between the customer and the supplier.

Since users can access shipping information automatically simply by logging in, this reduces pressure on support staff, who no longer have to field as many calls.
 

6 essential features of a logistics customer portal:

Let’s look in more detail at what you should look for in a dedicated logistics portal.
 

1) Instant access to up-to-date information

For 60% of LSPs (logistics service providers), visibility is a top overall factor of focus. The movement and availability of data, and using it to improve the customer experience, has become as important as the execution of shipments.

Customers, whether they’re senders, receivers, importers, or exporters, want to have insights and control over their shipments. A customer portal should be able to provide users with real-time status reports, and visibility into order milestones, so they can adjust their schedules as needed.

Customers also need to be provided with the ability to see live loads, and follow shipments in real-time, with automated SKU tracking features.

2) Integrated feeds

A customer portal should be able to seamlessly integrate all logistic systems together (for example, the ERP, TMS, finance, and WHS functions). This gives customers access to all aspects of the transportation process, viewable from one central place.

3) Analytics and insights

A portal should provide customers with the ability to analyse and optimise all aspects of the supply chain, via easy-to-use reporting tools. Portals that enable access to predictive analytics allow customers to take a proactive approach to their logistics management.

4) Customisation

Customer logistics portals need to be customisable, to adjust to each customer’s specific needs. The ability to personalise a customer’s experience means being able to offer them a better level of service. Customers should be able to add their orders directly within the portal, and be able to use it to submit special requests.

5) Centralised documents

Customer logistics portals should allow users to upload, download, and get rapid access to all documents related to a shipment, from eCMRs to automated reconciliations. This improves efficiencies in documentation, and simplifies processes for customers, saving them time and money.

The portal should also be a central point for access to carrier contact details, and a place to manage SLAs, contracts, and insurance documents.

6) A customer portal for hauliers and carriers

Portals should allow for intuitive carrier management, and be a place where customers can easily manage, and allocate, transport providers, as well as book loads automatically.

The ability to track live ETAs, contact drivers on route, and view digital proofs of delivery, are valuable features, for both customers and carriers. A customer portal that can add demurrage charges by route helps to keep things running smoothly too.

With the ability to communicate via a centralised hub, customers can reschedule, confirm, and cancel deliveries on the fly, or provide location-specific delivery instructions to drivers in real-time.
 

Freight Command: Improving the customer experience

At Zeus Labs, we recognised the importance of improving visibility and communication across the supply chain, for both our customers and partners. So we developed Freight Command, an innovative SaaS solution that sits over all logistics systems to provide a centralised view of operations.

Our ability to provide customers with end-to-end supply chain transparency was central to our ongoing success. Now our software is available to help other companies offer their customers the same exceptional service experience.

A dedicated customer logistics portal

Freight Command’s dedicated logistic portal has an intuitive interface that makes it easy to navigate, and a dashboard that can be tailored to each customer’s requirements. 

 

It has all the features you would expect from a full-service customer logistics portal. However, it partners this with other critical features able to enhance and digitise your entire logistics operation, including:

• Automated slot management: To connect your transport providers, and simply and efficiently allocate loads.
• Zeus driver smartphone app to enable full tracking while on the go, with live ETAs and the option to message drivers in real time.
• Zeus Circles is a customers self-curated marketplace that provides a unique way to group providers and allocate work, to drive efficiencies and profitability.
• Dynamic price matrix: This is an optional feature that enables the integration of a full pricing mechanism, with customisable, algorithmic pricing.
• Carbon tracking dashboard: Another highly useful optional feature is the ability to track carbon emissions for all freight moved by rail and road. Fully GLEC & ISO 14083 compliant.

Our customers are seeing these tangible results - and so could you

• A reduction in Days Sales Outstanding (DSO) of 24%
• Delivery rates of 98% or more, on time and in full
• Order-to-cash cycles cut by up to 71%
• More efficient deployment of capital
• A reduction in spot or ad-hoc deliveries
• Reduced warehousing lead times
• Boosted customer satisfaction levels

A customer portal allows you to serve your customers better, nurture loyalty, trust and increase customer value. Freight Command can help you connect all your logistics systems together, and give your customers full visibility to enhance operations.

To see our features in action, and learn more about how Freight Command can help streamline your logistics processes, book a demo today.

References:
How are Companies Engaging with Companies Around Deliveries in 2023
Visibility Again Dominates Transportation Management