Supply chain visibility continues to hamper businesses and their consumers. The current situation, which has seen record numbers of freighters sitting off the coast of California for most of the summer and into the fall, has exacerbated the problem.
Shippers simply don’t know where or when their goods will arrive, which means the end consumer is left in the dark.
In 2019, a survey by MIT Sloan School of Management found that 75% of companies viewed supply chain transparency as helpful in building trust between them and the consumer, but the report noted that 81% of companies Respondents in a separate survey said they had no visibility, and 54% said they had no visibility.
For e-commerce brands, the problem is particularly acute when visibility does not mean tracking a single container but could mean tracking a single package. Post-purchase experience company Narvar is trying to change that, launching a tracking service called Monitor on Tuesday.
Monitor provides detailed tracking information across a brand’s entire delivery network, including real-time data collected from integrations with UPS (NYSE: UPS), to help detect and resolve. proactively address supply chain issues before they become customer experience issues.
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“This holiday season, brands have to anticipate their logistics issues or deal with disappointed shoppers. The last 18 months have revealed how complex and fragile the supply chain is, and too many retailers lack critical visibility into their own delivery network,” said Amit Sharma, Founder and CEO of Narvar. “For the first time, Narvar will provide real-time data from UPS, combined with fulfillment details from retailers and data from other carriers. With this comprehensive view, Monitor enables brands to provide peace of mind mind to their customers during this difficult time.”
Monitor combines real-time carrier delivery data with advanced machine learning models on Narvar’s post-purchase platform, which powers customer experiences for more than 1,100 global brands, including Gap, Urban Outfitters and Cole Hah. The company said Monitor offers a 360-degree view of package logistics, personalized insights, and actionable insights in a single dashboard.
- Real-time visibility into shipment status and carrier network performance – a single source of truth.
- Actionable insights to uncover early signals of delivery disruptions to proactively communicate with customers, preventing bad experiences.
- Personalized insights through personalized dashboards, reports and emails to ensure each retailer’s business priorities are met.
- Category benchmarks to help brands understand how their execution performance compares to the market.
Deloitte predicts holiday retail sales will grow between 7% and 9% in 2020, with e-commerce expected to grow between 11% and 15% this year to at least $210 billion and up to $218 billion. Total retail sales are expected to be between $1.28 trillion and $1.3 trillion. The ability for retailers to effectively track their items is more important than ever.
“Monitor solves these problems by unifying retailers’ delivery networks into a single view, allowing brands to not only resolve delivery network issues, but also provide accurate order status information to customers” , Narvar said in a statement. “Monitor will equip brands with real-time status that can be used to proactively turn a delay into a positive customer experience by providing timely communications and peace of mind, along with discounts or other incentives to loyalty.”
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