Ketentuan Pengiriman
Exception Handling
Did you know? Exception handling manages 2 million logistics disruptions each year, valued at ₹25,000 crores. Freight forwarding companies use automated systems to resolve 60-70% of exceptions without affecting customers through proactive monitoring and intervention.
Exception Categories and Response Framework
Logistics exceptions include transportation delays, documentation errors, customs holds, damage incidents, weather disruptions, and capacity constraints. These issues require immediate attention to avoid impacting customers. Freight forwarding companies set up exception management systems that automatically detect problems, classify them, and trigger suitable response procedures based on their severity and potential impact. The response framework includes escalation procedures, communication protocols, and resolution strategies that cater to various exception types and customer needs.
Automation and Technology Solutions
Effective exception handling employs automated monitoring, artificial intelligence, and predictive analytics to spot potential issues before they affect customers. It also automates resolution procedures. Freight forwarding companies spend ₹2-20 lakhs each year on exception management platforms that track shipment progress, identify problems, and coordinate responses across different systems and stakeholders. The benefits of automation include faster response times, less impact on customers, improved operational efficiency, and better service quality through proactive problem prevention and resolution.
Customer Communication and Service Recovery
Successful exception handling requires proactive communication with customers, clear explanations of problems, and the implementation of solutions to keep customer satisfaction high despite operational disruptions. Freight forwarding companies use communication protocols that include automated alerts, regular updates, and confirmations of solutions to keep customers informed during the resolution process. Service recovery strategies involve alternative transportation options, expedited processing, cost mitigation, and service credits, all aimed at showing commitment to customer satisfaction while maintaining business relationships despite challenges.