Tag: Customer Experience

Clothes dryer
Digital Supply Chain

From Assembling IKEA Furniture to Streamlining Supply Chains: Zuper’s Journey

As the host of the Digital Supply Chain podcast, I’m always thrilled to bring you exciting and informative interviews with industry leaders. Today, I had the pleasure of speaking with Michael Israel, Head of Field Service Evangelism at Zuper, a powerful platform for managing field service operations.

According to AMR, the global field service management market was valued at $5.2 billion in 2021, and is projected to reach $29.9 billion by 2031, growing at a CAGR of 19.2% from 2022 to 2031.

In our conversation, Michael shared the story of Zuper and how it has revolutionized the field service industry. Zuper is a cloud-based platform that provides field service organizations with the tools they need to manage their operations more efficiently. The platform streamlines work orders, schedules, and dispatch, making it easier for field service teams to get the job done and improving customer satisfaction in the process.

One of the things that sets Zuper apart from other field service management platforms is its commitment to customer success. Michael shared how the Zuper engineering and product design teams respond to customer requests for new features and functionality in an incredibly fast and efficient way. As a result, Zuper has been able to add new capabilities to the platform that have been extremely beneficial to their customers.

Another key feature of Zuper is its ability to capture a vast amount of data about the customer’s experience. This information can be used to analyze the customer’s service history, the reliability of the equipment, and the profitability of the service contracts. With this data, field service organizations can make informed decisions that improve their operations and provide a better experience for their customers.

Throughout the episode, Michael also spoke about the importance of the “completed service work” philosophy. This concept is about anticipating the customer’s next need and addressing it without being asked. Michael shared how Zuper has integrated this philosophy into the platform, allowing field service teams to be proactive and provide a higher level of customer service.

In conclusion, this episode of the Digital Supply Chain podcast was a truly enlightening experience. Michael’s insights on the field service industry and Zuper’s innovative approach to managing field service operations were truly fascinating. I encourage you to listen to the full episode and to check out Zuper’s website at zuper.co to learn more.

If you enjoy this episode, please consider following the podcast and sharing it with others who may be interested. And as always, if you find the podcast of value, and you’d like to help me continue to make episodes like this one, you can go to the podcast’s Support page and become a Digital Supply Chain podcast Supporter for less than the cost of a cup of coffee!

And if you’re interested in having your brand associated with the leading Supply Chain podcast, don’t hesitate to check out these sponsorship packages and how I can help your company gain exposure and establish yourself as a thought leader in the supply chain industry, please don’t hesitate to get in touch.

Thank you!

Photo credit – HS You on Flickr

Porch delivery
Digital Supply Chain

Protect Your Small Business from Supply Chain Shipping Nightmares

Today on the Digital Supply Chain podcast I welcomed Eduardo Lopez Soriano, the Chief Marketing Officer of UPS Capital, to the show to discuss the importance of shipping insurance for small and medium businesses (SMBs). In today’s world where e-commerce is on the rise, shipping insurance is becoming a crucial aspect for SMBs to protect themselves from negative customer experiences and compete with larger retailers.

During the episode, Eduardo explained that UPS Capital is a business unit that provides peace of mind during the shipping process and a seamless post-purchase experience for SMBs. He went on to explain the various ways customers can insure their packages, including setting a universal rule or customizing it to certain carriers or destinations. The option of having the merchant or customer pay for insurance was also discussed. With 69% of customers interested in customising their shipping experience, Eduardo explained that UPS Capital offers SMBs a safety net for their packages and helps protect their reputation with end consumers.

He highlighted that the pandemic has resulted in a significant increase in shipping issues, with 78% more damaged packages and 200% more lost packages. He attributed this to the rise of drop shipping, porch piracy, and the increased use of same-day delivery carriers. He also mentioned that large weather events can cause shipping delays, especially for perishable packages.

Lopez Soriano emphasized the importance of insurance for SMBs as 72% of SMBs have received negative reviews due to shipment issues and 37% of customers say they wouldn’t buy from the SMB again if they had a bad experience. Insurance provides SMBs with a safety net and allows them to respond quickly and positively to customer needs, helping them grow their business.

Eduardo discussed how customer expectations and priorities are changing, with 47% of customers preferring a guarantee of replacement for a damaged package over a two-day delivery. He explained how UPS Capital provides a shipping insurance solution for all carriers, not just UPS, and how it is different from carrier liability. Unlike carrier liability, which only covers the cost of shipment and doesn’t cover porch piracy or weather-related damage, UPS Capital’s Insure Shield offers a faster claims process and is cheaper than carrier liability.

In conclusion, Eduardo re-emphasized the importance of proper management of the customer experience for SMBs to succeed. He encouraged listeners to visit UPSCapital.com for more information on the topics discussed. It was an enlightening and fascinating conversation and I would like to thank Eduardo for joining us on the podcast today.

If you are an SMB looking to protect your business and provide a great customer experience, or if you’re simply interested in learning more about shipping insurance, be sure to tune into this episode of the Digital Supply Chain podcast.

If you enjoy this episode, please consider following the podcast and sharing it with others who may be interested. And as always, if you find the podcast of value, and you’d like to help me continue to make episodes like this one, you can go to the podcast’s Support page and become a Digital Supply Chain podcast Supporter for less than the cost of a cup of coffee!

And if you’re interested in having your brand associated with the leading Supply Chain podcast, don’t hesitate to check out these sponsorship packages and how I can help your company gain exposure and establish yourself as a thought leader in the supply chain industry, please don’t hesitate to get in touch.

Thank you!

Photo credit – Cindy Shebley on Flickr