VoIP Solutions for Logistics
Why Logistics and Delivery Companies Need a Better Phone System
Logistics is an industry built on communication. Any time a product goes from the storage facility to the hands of a client, it requires a series of phone calls and messages to be conducted between a number of different individuals such as dispatchers, drivers, warehouse staff, freight brokers, and clients. Without proper communication in place, this leads to delivery failures, unhappy clients, and increased costs to an industry that already operates on a very tight margin.
Office phone systems were not designed with the logistics industry in mind. Office phone systems are meant for stationary personnel who have calls come in on a relatively predictable basis. Logistical processes do not meet any of these requirements. Dispatchers have many active routes to juggle at one time. Drivers are mobile and can operate in environments where the signal strength is questionable. Warehouse personnel require a hands-free method to communicate. Freight brokers are continuously taking phone calls all throughout the day. These use cases are difficult to fit into an office telephone system.
A VoIP system tailored towards the logistical industry provides communication options for every member of a logistical company, including dispatchers, drivers, and customer support.
VoIP for Last-Mile Delivery Operations
Last-mile delivery is the most complicated and customer-facing aspect of the logistics process. It is also the place where any failure of communications will lead to failed deliveries and sour customer relationships. Tools to help with the last-mile delivery process include the following:
- Drivers to call the customer using the company phone so customers always see a professional calling ID
- Automated pre-delivery notification to inform customers about their delivery window
- Exception alerts in real time whenever drivers are unable to deliver goods according to schedule
- Post delivery confirmation calls or text messages whenever the driver completes the delivery
- Escalation to a live agent whenever automated communication is unable to address customer concerns
Communication Challenges That Are Unique to Logistics Operations
Dispatcher and Driver Coordination
The dispatcher and driver collaboration forms the heart of any delivery or transport business. The dispatcher must contact the driver whenever there are changes in route, refusal of delivery, or whenever time-sensitive notifications from the customer are required. At the same time, the driver should be able to notify the dispatcher about successful delivery, delay, or any other problems while driving without stopping at the side of the road to find out the contact number of the dispatcher. Using VoIP along with mobile apps and the push-to-talk function allows keeping the communication between dispatchers and drivers fast and documented.
High-Volume Outbound Calls for Shipment Updates
Some logistics businesses make proactive calls to their clients to inform them about the delivery times or to arrange for rescheduling of failed deliveries. In case such calls are conducted manually using the call center, the process will be time-consuming and inconsistent. VoIP with an outbound auto-dialing feature and notification delivery through IVR can be used to automate most of such interactions.
Managing Multiple Terminals or Warehouses
Regional carriers, 3PLs, and national distributors have several terminals or warehouses. Each terminal or warehouse has its own crew, its own network of carriers and customers, and its own ways of communication. One cloud-based VoIP system will connect all those locations into one network, allowing the transfer of calls between terminals and centralized call recording and performance reporting for the whole company without the need for IT staff at each location.
After-Hours and Weekend Delivery Communication
Logistics is a business that never sleeps; urgent situations happen after 5 o’clock and during weekends. Refused deliveries, late deliveries, and questions about carriers happen around the clock, and a VoIP solution with configurable after-hours routing will ensure that all urgent calls will get to the appropriate personnel even outside working hours, while non-urgent inquiries will go to voicemail.
Key Features of a Logistics and Delivery VoIP Platform
Mobile-First Design for Field Operations
Field operators require communications applications that allow for seamless usage directly on their mobile phone and do not need an additional device for this. The VoIP app ensures that every field operator has full access to their professional communication system right on the phone they have on hand. They can place and receive calls from their company number, use messaging capabilities, listen to voicemails, and even have access to the company directory without revealing their personal contacts.
Dispatch Center Call Management
The dispatch center can be one of the most communication-oriented workplaces in any business environment. Dispatchers are handling incoming calls from drivers and outgoing calls to customers, as well as coordinating with warehouse or terminal employees. VoIP systems for high-capacity environments feature multi-line calling options, call queuing, call monitoring capabilities, and real-time dashboards providing dispatch managers with the ability to see at any point all calls that are ongoing.
Automated Customer Shipment Notifications
This type of proactive communications decreases the number of inbound calls received by the company and increases customer satisfaction levels at once. VoIP systems with outbound call functionality automatically call or send a text message to the customer when the package leaves the warehouse, goes for delivery, or when there is no success in a delivery attempt. The automation saves customers’ time and eliminates the necessity for a live operator to communicate updates to every customer individually.
TMS and Tracking System Integration
The integration between your VoIP phone system and TMS or any tracking system provides up-to-date shipment information right on the agent’s screen when a customer contacts the company for a shipping update. The customer doesn’t need to wait for the agent to look up the information manually; all details are presented right away.
Call Recording for Dispute Resolution
Disputes in the logistics world involve communication issues where deliveries were not made or where there were damages incurred through delivery. The recordings of all calls are necessary for resolving such disputes within the logistics process since this information can be provided by the logistics management in the dispute resolution process. Recordings will also be helpful in training newly hired logistics managers on dealing with difficult customers.
Multiple Location Phone Number Management
Logistics companies are expected to be in different geographic locations where they need to operate locally. Therefore, logistics companies need to have the right number in each location so that customers feel comfortable while dialling. A cloud-based VoIP technology ensures that logistics companies can easily manage phone numbers in different geographic locations using a single platform.
Who This Solution Is Right For
- Triple-A trucking and regional carrier companies that control dispatcher-driver communication
- Third-party logistics (3PL) firms that coordinate the communication processes for multiple client programs and warehouses
- Last mile delivery businesses that require automated customer communication and masked calls from drivers
- Freight brokerage businesses with large numbers of outgoing calls and carrier management needs
- National distribution businesses that control communications through several dozen terminal sites
- Courier and same-day delivery businesses that depend on real-time driver communication
Freight Brokers: Communication at the Center of Every Deal
Freight brokerage is essentially a communication service. Freight brokers basically spend their days connecting shippers with carriers, negotiating prices, agreeing on pickup and delivery windows, and dealing with transportation problems. The number of these phone calls means that communication efficiency is a factor that directly influences the income of each broker.
VoIP technology for freight brokerage allows brokers to dial calls faster using power dialing technologies, keep an accurate log of every conversation held by a broker with carriers and shippers, and easily refer back to any previous calls if the same person is calling again. Certain systems offer SMS messaging with carriers from the broker’s working number that is favored by many carriers.
Frequently Asked Questions
How does VoIP help dispatchers manage communication with drivers in the field?
The implementation of a VoIP system that includes mobile app capabilities offers dispatchers and drivers a direct and documented communication link between the two parties using only smartphones. Dispatchers will be able to contact any driver using the company’s phone system instead of personal mobile numbers, and all the calls will be recorded and transcribed into voicemail automatically. There are VoIP systems that include group calling via push-to-talk that allow the dispatcher to make announcements to several drivers at once.
Can a VoIP system automatically notify customers about their delivery status?
Yes. VoIP systems that include automated outbound dialing and SMS capabilities will notify customers regarding their delivery status automatically depending on the stage it is in. Such points of the process might include leaving the facility, being loaded onto a delivery vehicle, and delivery attempts. Estimated delivery window times could be included in the notifications if you have a TMS or a tracking system. Automated notifications reduce incoming calls from customers significantly and increase their satisfaction with the service received.
How does a logistics company manage phone communication across multiple warehouse locations?
There is a cloud VoIP system connecting your warehouse locations with each other using a unified system. While each location has its extensions and local numbers, they have one unified extension directory. Transferring calls between locations takes place just as easily as transferring calls between extensions within the same facility. The operations team will be able to monitor call activity in each location with the help of a centralized management dashboard, while recordings from all locations will be collected in one searchable system.
Is VoIP reliable enough for 24-hour logistics operations that cannot afford downtime?
Enterprise-level VoIP systems include redundant network infrastructure on the part of multiple data centers in order to prevent any service interruptions due to failures in one of the locations. Uptime SLAs of 99.99 percent are common among providers of VoIP systems for logistics operations. For the organizations that do not have any room for service interruptions, backup connections and failover routing to mobile numbers may be considered.
Can a freight broker use VoIP to manage high volumes of outbound carrier calls more efficiently?
Yes. The power dialer feature helps brokers make outbound calls to carriers significantly quicker compared to making calls manually. With voicemail drop functionality, brokers can record and leave the message about checking the carrier's availability and proceed to the next number right away. Calls will be automatically logged into the CRM system, allowing brokers to know which carriers were contacted and what the result of the calls was. The SMS feature from the same business number will give brokers additional means of contacting carriers, who prefer this method of communication.
How do last-mile delivery companies protect driver privacy when drivers call customers?
With VoIP solutions, the call from the driver's personal phone is automatically routed through the company's phone line. As a result, when the driver makes a call from the mobile app to the customer, the latter sees only the company's phone number on the caller ID, and the driver's privacy remains protected.
What TMS platforms does your VoIP solution integrate with?
In general, most logistics VoIP systems provide API integration with popular TMS systems such as MercuryGate, Oracle Transportation Management, SAP TM, McLeod PowerBroker, and Turvo. The capabilities of the integration can range from automatically matching customer records on incoming calls, showing the status of shipments to the customer service representatives, and logging the outcome of the phone call directly into the shipment record. If you have a TMS system that is not included in the integration list, API integration can still be considered.
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