Smart, Speedy, and Seamless

Following is an exclusive interview titled ‘Smart, Speedy, and Seamless’ that appeared on pages 10 and 11 of the print version of Gulf Business, April 2022.

How has the supply chain and logistics industry responded to the pandemic-related changes?

The effect of the global pandemic led to the formation of the digitally connected market where the consumer was seated atop the supply chain. Stay-at-home orders and health concerns pushed people, even those avoiding the virtual world, towards online purchasing channels. This drove retailers, eCommerce providers and logistics service providers, on-demand delivery providers to ensure rapid innovation, especially when it came to last-mile execution.

Demand for online deliveries for essential and non-essential items surged to unprecedented levels. To address this, businesses embraced smart logistics management tools to help them scale, ensure availability, provide delightful and safe deliveries, drive faster fulfillment operations, optimize costs and even identify new revenue streams. Specifically, disruptive technologies like AI, Machine Learning, automation, big data and predictive analytics and IoT became critical for logistics-powered businesses to ensure resiliency and navigate the ‘new normal.’

A critical development that occurred during the initial phase of the pandemic was the need to bring inventory closer to customers. Soon, businesses started converting physical stores with lesser footfalls into dark stores. It emerged as a vital aspect of on-demand deliveries. But this again triggered the need to revisit SLAs and rethink how to leverage logistics service providers to meet business objectives and customer expectations.

How are AI and automation supporting the logistics industry?

AI and automation-powered smart logistics management platforms enable businesses to optimize delivery costs, improve resource utilization, ensure fast and accurate decision-making, and drive rapid scalability.

AI-powered route planning tools can consider multiple factors while chalking out the most efficient and cost-effective delivery route, which otherwise is difficult for a human brain to analyze. These factors include cost, fuel consumption, 3PL performance, order volumes, delivery model and types, proximity from store and more. This significantly reduces operational costs and boosts profitability per order. Using a smart logistics management platform, businesses can reduce last-mile delivery costs by 14% and increase deliveries per driver by more than 13%. Also, these disruptive technologies enable companies and logistics service providers to further optimize costs and boost delivery productivity by intelligently planning routes to ensure multiple pickups and drops. 

Businesses can significantly reduce investment in tedious and repetitive manual efforts by leveraging automation. It can enable them to automate core delivery operations like task allocation, scheduling, roster management, driver payouts, compliance, 3PL selection and more. Not just costs, automation empowers logistics-powered businesses to deliver efficiency at scale.AI and automation-driven logistics management tools can reduce person-hours spent in shipment handling processes by 56%. It curbs time invested in manual ERP data entry processes by 65% and ensures 77% reduction in steps needed to execute shipping operations.

Another critical area that automation impacts are customer experience. By automating delivery operations, brands can automatically send out real-time notifications and alerts to customers on delivery progress and delays, if any. This fulfills a customer’s need for instant gratification and ensures delivery transparency. Advanced delivery management tools can improve customer experience by more than 28%. Additionally, delivery flexibility is the key to raising customer satisfaction. Brands will leverage technology to allow customers to change the location or time of delivery as per their needs on the fly.

Returns are increasingly becoming a competitive sales point for businesses. According to Doodle, 68% of consumers expect free returns. Just like ensuring cost-efficient last-mile operations, companies will need to embrace advanced logistics management tools to reduce investments in managing returns.

 Tell us about green logistics and deliveries.

Faster order fulfillment is bound to influence trip volumes. As we move ahead, brands must leverage tools that minimize carbon footprint, especially now when environmentalism is rapidly going mainstream and regulations around carbon emissions are getting stricter. According to research conducted by IBM, 57% of customers are willing to change their purchasing habits to reduce their carbon footprint. As much as 65% of consumers in the Middle East have become more eco-friendly during the pandemic, engaging in sustainable behaviors. It will not be surprising to see customers buying into brands that focus on sustainability. 

To reduce carbon footprint and build sustainable supply chain operations, businesses must embrace smart logistics management tools. Such tools can help companies achieve sustainability goals by reducing miles traveled, increasing first attempt deliveries, eliminating empty miles, decreasing trip volumes, improving resource utilization and curbing paper usage.

SHIPSY MEDIA CONTACT

arjun.alva@shipsy.io