Improve Customer Experience

Current Challenges

Lack of adequate data to measure order fulfillment cycle time for customer deliveries.

Latent and incomplete visibility to customer sales orders (on order, shipped, and delivered).

Inadequate order-level shipment data incl. SKUs, quantities, lot/batch numbers.

Low quality or missing estimated shipment and delivery dates.

Poor exception management tools to stay on top of customer delivery risks.

Inflexible data integrations or shared views.

Negative Consequences

Lack of reliable delivery commitments for customers based on past performance.

Inability to provide timely and accurate updates on orders from creation to delivery.

Failure to equip customer service teams with timely updates on order delays, impacting the customer experience.

Inability to share critical information, such as order status, ETAs, delays, and delivery confirmations with customers.

Difficulty delivering timely order and shipment updates to customers' systems, hindering downstream processes.

Why Unity?

Direct carrier connections and a vast partner network covering ocean, rail, and terminal data.

Associate shipments and related orders and order details.

Find orders and shipments by SKU, batch numbers, or lot numbers.

Frequent ETA updates for shipment deliveries at the order level based on incoterms.

Mature exception management tools: alerts, notifications, and reports.

Industry leading platform architecture. We support two-way integrations and shared views with any system regardless of maturity. API, EDI, flat-files, spreadsheets, emails, etc.

Positive Business Outcomes

Provide customers with reliable delivery commitments based on past performance.

Furnish customers with timely and accurate updates on orders from creation to delivery.

Empower customer service teams with real-time updates on order delays to enhance the customer experience.

Seamlessly share critical information, including order status, ETAs, delays, and delivery confirmations with customers and their partners.

Robust exception management facilities proactive customer risk management.

Easily integrate with any system regardless of maturity and share timely order and shipment updates to inform downstream processes.

Measuring Success (metrics that matter)

15%

Improve Customer NPS

Improve Revenue aRetention

25%

Improve Customer Service Process Efficiency

High-quality connections to carrier, ports/terminal, rail, and partner data increases data quality (timeliness, accuracy, completeness, granularity).

Example data points

Booking, B/L, and container event data

Predictive ETAs and ETDs for key locations

Vessel routing and schedules

Port/Terminal schedules including rail ERDs, marine terminal ERDs, and cut-off dates (North America Only)

Various Customs Holds and Releases

Available for Pickup Confirmations Market D&D rates and free times by carrier and port

Rail station-by-station tracking and terminal ETAs (North America Only)

Flexible integration layer designed to accommodate varying levels of maturity. We support API, EDI, Email, Excel, CSV, etc.

Example data points (IN)

Sales Order Information

Inventory on Order Information

Batch/Lot Numbers w/ dates

Committed/Promised Dates

Cargo Ready Dates

Supplier-Owned Shipment data (Bookings, BLs, Containers, etc.)

Example data points (OUT)

ETAs and ETDs

Actual Delivery Dates

Orders Status

Inventory Delivered incl. batch/lot info

Shipment Lead Times

Plan

Origin

POL

POD

DEST.

Leverage historical transit times to improve customer delivery commitments.

Utilize carrier specific transit times to determine the optimal carrier/service/lane for each customer order.

Detect potential delays in customer shipments using the planned cargo ready date.

Share live shipment and order updates with ETAs with the customer to enable self-service tracking.

Inform customer service teams about potential delays to improve customer communication.

Inform customers about actual deliveries based on INCOTERMS.

Push order and shipment updates to customer systems to inform downstream processes.