Why is communication important in logistics?

WITHOUT EFFECTIVE communications at all stages of the logistics process, failures are inevitable.

The Importance of Communication in Logistics

Logistics is a diverse industry sector with people operating across numerous areas in order to deliver an effective outcome. From inventory control to packaging, dispatch to delivery, office workers, warehouse operatives and drivers need to remain in continuous contact with each other if they are to overcome issues and stay on schedule, maintaining productivity and delivering excellent customer service at all stages of a package’s journey.

The Role of Communications in Transportation and Logistics

There are many areas in which a minor communication glitch can cause a significant knock-on impact to the safe and timely delivery of a package. From a missed or delayed collection, to traffic bottlenecks, issues in the warehouse or an incorrect delivery address, a lack of clear, accurate communication exacerbates the original issue and can result in customer dissatisfaction, a reputational and financial impact to the logistics organisation responsible for the delivery and a demoralising outcome for the workers involved.

Real-Time Updates on Shipments

Receiving real-time updates is one of the greatest challenges faced by logistics organisations, as this information can allow routes to be modified or re-allocated based on weather and traffic information and new information from suppliers and customers.

One of the most effective ways of communicating hands-free in real-time with delivery drivers is via licensed in-vehicle 2-way radios. These offer instant communication at the touch of a button, have built-in GPS tracking and can be easily integrated with dispatch systems to allow drivers and office teams to remain in contact and in control of each and every delivery.

Fleet Coordination and Management

Some common fleet coordination errors include missed pickups, mislabelled packages and wrong delivery addresses. These errors introduce delays and additional costs and frequently result in poor customer feedback and reputational harm, so avoiding them where possible makes sound business sense.

One of the easiest ways to enhance fleet coordination and management is with clear, effective communication, right through from the point of ordering to delivery. When all parties involved in the logistics chain remain in continuous contact, working from the same source information, the likelihood of these errors arising is greatly reduced, and the chances of a swift resolution, should they occur, are hugely increased.

Safety and Emergency Response

Operator safety is always paramount in the logistics industry, particularly as workers are frequently exposed to risk, including high noise levels in warehouses, moving machinery and lone working. To overcome these risks, operators should be equipped with appropriately robust walkie talkies that offer background noise cancelling and lone worker functions, safeguarding operator health and allowing them to immediately report issues, so that they can be resolved before harm occurs.

Warehouse and Inventory Management

Warehouses are increasingly vast, noisy and busy indoor areas with a lot of workers operating heavy machinery and fulfilling orders. Ensuring that inventory management and stock control is a priority requires excellent communication. Ruggedised UHF walkie talkies are ideally suited to this purpose, allowing operators to communicate, coordinate orders and improve operational efficiency in this busy environment.

Customer Communication and Satisfaction

In a competitive industry such as logistics, customer trust is pivotal to business success, and obtaining and maintaining customer trust relies on outstanding communication. This applies not only between those involved in the fulfilment of the customer order but also with the customer.

While logistics personnel can communicate effectively with each other with the use of business two-way radio systems, communicating with customers requires the use of push notifications such as text messages and email updates, or access to a dedicated web portal through which they can track their delivery and be notified of any updates, delays or issues.

It Builds Trust With Customers

Customers value businesses that are honest and transparent in their communications with them, so providing customers with live tracking updates is the simplest way to ensure customer satisfaction and to uphold a hard-earned reputation. By building and maintaining customer trust, logistics companies can thrive.

It Prevents Mistakes (and Costly Fixes)

Mistakes in the logistics industry can range from packaging and routing errors through to a breach of safety protocols. Anticipating and mitigating these mistakes is fundamental to achieving a successful outcome and long-term productivity, and the simplest way to avoid making mistakes is through good communication.

By creating clear, concise processes and investing in operator training, logistics businesses can pre-empt many of the common mistakes that plague the industry. Investing in the right training and tools to embed good working practices enhances operational outcomes and increases worker satisfaction, leading to a reduction in staff turnover and improved safety statistics.

It Creates a Stronger Team Culture

When a logistics organisation invests in training and equipping its personnel with the tools they need to stay connected and effective, they respond with increased motivation and loyalty. Encouraging open, honest, two-way communication not only pre-empts any issues that may arise but allows operators to remain aligned with organisational objectives, receive updates in real-time and adapt to changing pressures as needed to deliver on time, to cost and within stated performance parameters.

In conclusion

Effective communication throughout the logistics supply chain is essential to delivering organisational outcomes, enhancing worker safety and delivering customer satisfaction. Investing in an appropriate suite of two-way radios is one of the simplest ways in which logistics organisations can enhance their operations, delivering greater clarity, reducing mistakes and near-misses and improving customer and worker satisfaction.

Unlike mobile phones, two-way radios offer instant, hands-free connection with built-in features such as background noise cancellation, lone worker and GPS tracking, enhancing operational outcomes and worker safety, allowing remote workers, drivers and warehouse operatives to remain safe and report instantly at the touch of a button.