An organization’s last mile delivery practices—especially when it comes to customer visibility—reflect the ways in which order information is handled internally before it is shared externally. Before B2B organizations can provide real-time status updates for customers all the way to the last mile, these organizations will need to ensure that the relevant data is accessible internally first—and this is one area where B2B organizations can learn from their B2C peers.
Only 47 percent of B2B organizations in APQC’s research report that real-time data regarding customer orders, inventory, warehousing, and transportation is accessible across the enterprise to a very bosnia and herzegovina mobile numbers list great or significant extent. By contrast, 60 percent of B2C organizations report this level of internal visibility for customer order data.
Greater internal visibility into customer orders will, in turn, help B2B organizations provide customers with a higher degree of visibility into their real-time order status. For example, B2C organizations are also more likely than their B2B peers to report that they provide customer visibility into real-time order status to a very great or significant extent (52 percent versus 46 percent, respectively.)
In light of increasing customer expectations, every organization should strive to provide as much customer visibility into orders as possible—not only because customers increasingly expect it, but also because it helps reduce risk in the event that something goes wrong with a delivery.