Customers do not get timely shipment updates
Define what to share and when.
01 · What is usually happening?
The truck left at noon and the customer's store keeper finds out when it arrives at six, or when they call to ask. No one is assigned to tell them, so no one does.
The customer cannot plan receiving, and every shipment becomes a phone call.
The question people usually ask“Why does the customer not know?”
The more useful question“What do they need to hear, when, and who is responsible for telling them?”
02 · Common causes
- 01Telling the customer is nobody's job
- 02Dispatch details are not shared with sales
- 03Vehicle number and expected time are not passed on
- 04Updates depend on a phone call
- 05A delay is not told until the customer asks
- 06No standard message
03 · What to check now0 of 6 checked
04 · What good looks like
- 01A standard message goes out when a truck leaves.
- 02It carries the vehicle, the documents and the expected time.
- 03A delay is told as soon as it is known.
- 04Sales sees the same update.
- 05Status calls for dispatched orders become rare.
05 · Where this connects
This rarely stays in one department
What it can lead to: Customers keep calling, and the business looks less reliable than it is.
Start from a problem
Work flows left to right, top to bottomKEYMost important for manufacturing
These support every part of the business
Problem
Customers do not get timely shipment updates
Usually connected to
How it spreads
- Orders & Delivery
What it can lead to: Customers keep calling, and the business looks less reliable than it is.
lamplamp could message the customer with vehicle, documents and expected time at dispatch.
Related guidesReplacing a manual dispatch readiness call chain
08 · lamp
lamp could keep this moving
lamp is not available yet. These are things it is being built to do.
- lamp could message the customer with vehicle, documents and expected time at dispatch.
- lamp could tell them straight away if the truck is delayed.
- lamp could show sales the same update.
- lamp could answer a customer's status question from the dispatch record.
Does your business handle this differently?Tell us what we have missed: a cause, a check, or a better way of handling it.
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