Shipment tracking technologies and customer satisfaction

Abstract

This paper refers to the importance and the consequences of new technologies in the level of customer service, that apply in the transport sector for the tracking and tracing of shipments. The application of new technologies for customer service are very important bearing in mind the new operational environment that has developed in the framework of globalization and integration of supply chain operations, with transport being a vital component. The main characteristic is the transfer of added value and company concern from the product itself to the user of the transport service. In this new customer centric environment, the transport service includes beyond the transfer itself the availability of information that follows. This information include the position and state of the goods in transit, the time window until its reception, the departure/arrival schedule. In this new necessity, technology is an enabler giving companies the possibility to response to the new environment and develop a competitive edge.