Enterprises that neglect logistics tasks and the associated customer service are being pushed out of the market. Research conducted mostly concerns the institutional market and parcel senders. The research area described in the article is the logistics customer service for individual customers, who are recipients of parcels from institutional clients.
The assessment covered the service offered by TSL enterprises, with particular emphasis on courier companies due to the low weight of parcels. The research method used was a survey measurement using a questionnaire technique. The aim of the research is the assumption that the introduction of solutions in the field of logistics and individual customer service applied by enterprises allows for more effective use of the company’s potential. In literature, the topic of relationship or partnership marketing is increasingly being addressed, where it is in the interest of every company to retain existing customers. To this end, the study should serve TSL enterprises as a guide for improving logistics customer service.
TSL Enterprises
In modern TSL (Transport – Forwarding – Logistics) enterprises, logistics activities must be perceived as a series of economic processes within the entire logistics chain. Supply and sales markets, located in a supply network system where primary demand for tangible goods arises, have a significant impact on the efficient functioning of the TSL sector. These markets strongly influence the TSL sector markets, where the demand for services is already of a secondary nature, generated by primary demand [Grzelakowski, 2007]. A logistics service is organized and provided by a specialized enterprise that manages the logistics system of other companies on an outsourcing basis. The management staff of a logistics company deals with the optimal transport process in terms of economically efficient movement while maintaining the determinants of time, convenience, and reliability. A logistics service includes not only transport and warehousing but also full formal-legal and customs handling [Gołembska, 2006]. In addition to delivering a product, a logistics service is further distinguished by:
- a departure from typical secondary demand for this service, whereas a transport service is provided as a result of the emergence of secondary demand for the service,
- the price of a logistics service, which is a function of warehousing, transport, and customer service process prices,
- the increase in not only the value of the goods by the logistics service but also the increase in competitiveness in international markets.
Logistics services allow an enterprise that decides on logistics outsourcing to achieve specific benefits such as [Rydzkowski 2007]:
- current balancing of the effects of demand seasonality for logistics products by concluding contracts with manufacturers regarding the accumulation and handling of stocks in regional warehouses with unused storage space,
- improvement of logistics infrastructure distribution through proper arrangement of warehouse bases, as well as the use of geographical conditions for balancing supply and demand in the market,
- reducing or lowering transport costs by using multimodal transport in place of transporting general cargo or parcels,
- introducing new products to the market by researching demand, through the rapid delivery of small batches of products, but at the same time to many points of sale in a short time (promotion to retail chains).
The coordination of logistics processes in the supply chain based on a logistics operator consists of harmonizing activities carried out by various contractors (carriers, organizational units of enterprises, individual enterprises) to achieve a specific goal.
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Source: Logistyka Magazine
Dyczkowska_Przedsiubiorstwa_TSL_w_logistycznej_obsAEudze_klienta.pdf