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A client-centric onboarding process for robust supply chain logistics
As a retailer selecting a new logistics partner, the onboarding process is a crucial step in establishing a strong and mutually beneficial relationship. It’s a process potentially fraught with difficulty, disrupted by poor communications, and even derailed by missed signals and a lack of attention to detail. What’s called for is an onboarding process that looks at the challenges from the perspective of the new client.
“We’ve learned to look at each client onboarding process through the eyes of that client and carefully consider how we can provide value and ensure the process becomes a positive experience,” says Valerie Williams Peeck, Product Manager – Client Enablement Solutions, Intelcom | Dragonfly. “The what we do is deliver packages, but the why we do it is to deliver value to the e-commerce supply chain as a logistics partner. In this instance, that value is in the form of a structured, streamlined, high-touch client onboarding process that lets us build mutual trust and achieve mutual gain.”
Building trust in the client onboarding process
We focus on providing an excellent client experience, as a supply chain logistics partner, by fully understanding a client’s needs and by having the client define the parameters of success. The client must feel at ease with expressing their priorities and concerns, and we seek to create an open and responsive dialogue.
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Getting it right the first time is both singular and crucial. That is why we have created an entire ecosystem to support the client during the onboarding process to ensure we execute flawlessly for the client at the onset of our business collaboration.
Valerie Williams Peeck
Product manager, client enablement solutions
Valerie Williams Peeck
Product manager, client enablement solutions
Building robust IT systems for supply chain logistics success
Intelcom | Dragonfly specializes in last-mile package delivery thanks to an established expertise in Information Technology (IT). We rely on an ever-evolving IT infrastructure to facilitate the many demands of the industry and to ensure we optimize the supply chain logistics process.
“For us, to be developing and growing our technology means committing to an ongoing journey of continuous improvement.” says Valerie. “We developed our systems with client integration in mind, forming a template and a well-defined process to achieve highly functional interconnectivity.”
Hyper care: a comprehensive client onboarding process
Intelcom | Dragonfly guides the client through a month-long “hyper care” onboarding process that’s led by a cross-functional team. The hyper care onboarding process and mindset is characterized by diligence and a drive to proactively address client needs, opportunities and feedback to create a robust client experience.
During the first few weeks of onboarding, we maintain daily communication with the client. During this period, we provide status updates, share relevant information with the assigned Account Manager, address any data-related matters, and fully stabilize the account.
Maximizing service insights through the client portal
Our Client Portal is the gateway to a multi-function resource through which the client can track package deliveries, access proof of delivery documentation, and review a comprehensive set of reporting metrics. This includes a consumer satisfaction score provided by their own customers. Clients clearly see the value as most use the Client Portal daily to meet their monitoring and service evaluation needs.
Dedicated account manager: your logistics partner
Once the onboarding process has been completed, the client is assigned a dedicated Account Manager who champions the client’s interests within the company. The Account Manager is familiar with the client’s priorities and ongoing needs. As a logistics partner in the supply chain, their job is
to support the client’s growth while ensuring seamless collaboration with Intelcom | Dragonfly.
Intelcom | Dragonfly's network has the proven capacity to deliver/return hundreds of thousands of packages in a single day, reaching 90% of Canadians. Intelcom | Dragonfly can meet client’s delivery needs be they local, regional, national or international.
Client perspective matters in onboarding process
“We have a tried and tested onboarding process, but we never lose sight of the fact that for some clients, it’s their first onboarding experience,” concludes Valerie. “Having a customer-focused mindset is one of our core values and we want our clients to feel it in everything we do. Our clients see that we’re strong communicators, we’re flexible, we have robust technology and we are consistent in our approach. At the end of the day, clients expect service excellence from us so they too can continue to provide service excellence to their own clients.”