Today every customer wants to know the status of their order, particularly any changes to the estimated time of arrival (ETA) as well as the real-time location of each delivery vehicle. According to a YouGov survey, if supply chain performance fails to meet expectations a worrying 35% of high-tech customers may switch brands. You can almost hear the drumming of fingernails as more research reveals shrinking customer tolerance for long delivery times. And of course everyone wants delivery free of charge.
The rise of e-commerce is heaping more complexity on top of an already complex technology supply chain. Of course, tech customers have no idea what must happen behind the scenes to enable next-day or same-day delivery or to provide opportunities to switch delivery addresses while an order is in transit. They simply expect not be impacted by shipments getting delayed or going astray. They are blissfully unaware of the enormous, coordinated effort that’s required between multiple parties in the technology supply chain.
All of this means it is impossible for tech companies to over-deliver on visibility. With greater transparency in the end-to-end supply chain, tech companies can maintain order volumes, customer loyalty and brand reputation. They can do this while also preventing cargo and inventory loss, avoiding supplier failure, reducing reliance on premium freight, lowering buffer stock, minimizing production outages and lost sales, and ensuring compliance and HSE standards.