Communication via SMS is used in many sectors, including transport and logistics. According to IDC research, 27% of companies in the TSL industry use short text messages to contact employees and customers. At the same time, 75% of transport and logistics companies are convinced that frequent and easy contact with the customer is crucial for this industry, and this is exactly what SMS enables*.
SMS as support in the TSL industry
SMS messages are used primarily in the area of communication. Their popularity is influenced by many factors, but the most important are: low cost, short delivery time to the recipient, and the possibility of automating the generation and sending of messages. It is no wonder, therefore, that the TSL industry eagerly uses SMS to streamline logistics processes, support the management of drivers and delivery personnel, and in all those areas that require a rapid flow of information.
Short text messages are commonly used for internal communication with distribution centers and drivers. Automated systems send SMS messages that may concern the need to change a route, contain warnings about bad weather conditions, but also about traffic jams and accidents. SMS is an easy and fast way to inform a driver about changes regarding currently executed orders, such as a new delivery address or the need to make an additional trip.
It is also possible to send tips via SMS containing delivery coordinates, which can then be entered into navigation. Modern control systems allow reminding drivers about exceeding working hours and suggesting a break from driving. Thus, key information can be transmitted via SMS, including new employer regulations.
Short text messages also have the advantage that communication via them can be two-way. This means that drivers can send messages to the company headquarters and inform those responsible for logistics about various unforeseen situations, e.g., delays in reaching the destination, car breakdowns, the need to provide funds for Eurovignettes, etc. Thanks to automated SMS sending, communication between field staff and the headquarters can be improved, which translates into improving logistics processes and optimizing routes depending on current road conditions.
SMS in the area of security
Ensuring maximum safety of cargo during the provision of transport and logistics services and guaranteeing the safe flow of goods between warehouses, factories, and retail outlets is a priority for every company in the TSL industry. Increasing funds are being invested in solutions that raise the level of security. An example here is the transport of sensitive products for the pharmaceutical, food, or cosmetic industries. Such loads most often require constant monitoring of temperature and humidity. This is particularly important in the case of medicines, the storage of which, depending on the type of pharmaceuticals, takes place in strictly defined temperature ranges, and the conditions for the distribution and transport of such loads must comply with the provisions of the Pharmaceutical Law Act (Journal of Laws 2008, No. 45, item 271 as amended), as well as with the executive acts to this act**.
Companies involved in the transport of medicines use state-of-the-art solutions that allow for constant monitoring of the environmental parameters of the transported sensitive cargo, such as recorders working with cloud-based software, state-of-the-art loggers, and other wireless monitoring systems. All these devices, after detecting that previously defined limit values have been exceeded, trigger an alarm, also using messages sent in the form of SMS***.
A similar solution is sometimes used in the case of securing cargo against theft. Examples include electronic seals used, among others, in the transport of the Carrefour retail chain. They can be used multiple times and are placed on delivery truck trailers. Their task is to accurately monitor transport and transmit a lot of detailed data on the delivery execution. Such seals are equipped with GPS transmitters, allowing to locate the current position of the vehicle, and even its speed and other parameters. When an attempt at unauthorized opening or damage to the seal occurs, an alert is sent in the form of an SMS message****.
As a curiosity, it is worth adding that the tracking system via SMS is also commonly used by importers from Nigeria and their contractors. The local waters are known for pirate activity, kidnappings, and cargo theft, and thanks to a system developed by the South African telecommunications company MTN, owners receive regular SMS messages with the current location of their containers containing cargo. The use of such solutions not only allows for increasing the level of security of transported goods but also allows for improving the quality of services. All this translates into increasing customer trust.
SMS and customer relations
Undoubtedly, the priority in every business is establishing and maintaining the best possible relations with a customer or contractor. The areas described here earlier translate into how the company is perceived by the customer and whether they are satisfied with its services. However, one should not forget that short text messages can also be used to convey important messages to customers.
– SMS is an ideal way for quick contact with a customer or even with many customers at the same time. It is not without significance that such contact can be automated – notes Andrzej Ogonowski, Marketing & PR Director at SMSApi.pl, a platform for mass SMS sending. – Short text messages are read by recipients most often immediately after receipt, and their open rate is over 95 percent. Thanks to this, it is possible not only to streamline communication with customers but also to react instantly to their comments and suggestions. Such an attitude undoubtedly allows for building good relationships.
The use of SMS for contact with customers in transport and logistics is becoming increasingly popular. An example can be the Alma delicatessen chain, which uses short text messages to inform customers about the delivery of ordered food products to refrigerated terminals (Coolomats). A similar solution is used by InPost with its Parcel Lockers. SMS notification is used by the Automotive Coordination Centre TNT Express, delivering car components from Poland to assembly plants in various cities in Europe. Before delivery, technicians receive a list of components in SMS messages that will be delivered the next day, and in this way, they can prepare for assembly in advance. Besides, carriers are increasingly informing their passengers about delays and route changes via SMS, and postal operators and courier companies send messages about the status of shipment delivery in short messages.
SMS is already 24 years old, and in the TSL industry, it is successfully used to automate services, reduce costs, improve safety, or build better relationships with customers. Mass SMS sending platforms introduce new functionalities year after year that allow for appropriate targeting, content personalization, conducting surveys, sending shortened links, and even files to potential recipients. The wide spectrum of possibilities of this effective communication tool means that it can be applied in as yet untapped areas of activity of companies involved in transport and logistics. Implementing new processes using SMS can provide a competitive advantage and accelerate business development.
* source: http://www.openmarket.com/wp-content/uploads/2015/06/OpenMarket-IDC-Transportation-InfoBrief.pdf
** source: isap.sejm.gov.pl
*** source: www.testo.com.pl
**** source: www.dlahandlu.pl