AET Transport – Our Brand

AET Transport Pty Ltd. is one of the leaders in the global logistics industry, catering to a national and international market with its expertise in all aspects of logistics service starting with factory relocation, cross border relocations, single machinery plant removal, oversized load handling, cross docking, temperature-controlled storage and distribution channels and much more, since 1997. The company takes pride in its reliable and valuable service that they deliver every time to its clients. We strive to deliver quality customer service as we liaise with our varied customer base. To this end, the AET staff continually engages to maintain effective supply chain management, so that deliveries happen on time and customers remain happy. It has many trucks and trailers under its name that operate in Queensland, South Australia, Western Australia, Victoria and New South Wales. It has capacities to track inbound and outbound shipments for several reputed companies and is even equipped with dry vans and refrigerated service to handle demanding customers. Customers or clients are at the heart of our business and the AET management promises to keep up the standards of customer service as high as it has envisioned.

Motivation: Logistics Service Vis-à-vis Customer Service

Any customer service entails commitment to quality, handling complaints promptly and working towards effective improvement. The logistics industry is no exception. A typical logistics system constitutes customer service, material handling,demand forecasting, order processing,distribution channels management, inventory control, parts and service support, site selection/location analysis, purchasing, packaging, return goods handling (reverse logistics), transportation, warehousing and storage.But all of these, if done effectively, tie to the one single goal of quality customer service. However, there is many a slip between the cup and the lip – customer service standards often suffer due to certain overlooks, unorganized approaches and informal way of working with customers. We need to consistently identify these gaps between practice and promise. As the Customer Service Manager, I am happy to share our customer service strategy and vision for tomorrow in this document.

Our Customer Service Strategy: Outline

The company’s customer service strategy rests on these 4 pillars:

• Customers
• Resources
• Infrastructure
• Control

The overall objective of this Customer Service Strategy is to:

• Increase on-time loading
• Increase on-time departure
• Increase on-time delivery
• Decrease response time of complaints/grievances
• Address the need for change
• Set targets for each quarter to implement changes

Customers

This involves analyzing trends, determining needs and understanding our customers better.Customer choices evolve; customer behavior changes over time. Therefore, it is important to collect data periodically and put them under scanner. As part of its new Customer Service Strategy, AET Transport now aims to collect and analyze customer data annually. It also plans to put some rigors around handling customer complaints and grievances. And this includes both internal and external customers.

If goods do not reach the right place in the right time, it has no value to the end consumer. AET Transport understands that logistics is about delivering value, a value for both end consumer / external customers and internal customers. The AET group’s external customers include reputed brands like Rolls-Royce, Airbus, Sunseekers, etc. Internal players include AET Andover, Eaton Poole, Curvin Transport and Dorset Crane Hire.

Resources

This involves developing and maintaining resources. AET Transport already has skilled and trained personnel and drivers who meet high safety and compliance standards. The company has a zero tolerance for drugs and alcohol. However, it has been observed that there had been occasional lapses which led to order delays and customer dissatisfaction. To mitigate all such future cases, our Customer Service Strategy relooks at the right resource recruitment, their development through training and retention of those, who regularly meet standards.

Infrastructure

Only having good, skilled resources to improve customer service is like leaving a job half done. While resources are important to deliver the best from the brand, it is also important to have the proper infrastructure in order to support the entire supply chain. Lack of adequate infrastructure often increases the order cycle time, which in turn damages customer satisfaction. So, the new Customer Service Strategy also intends to develop the physical and technological infrastructure at AET Transport.

Control

Monitoring and reporting are crucial to any business success. We, at AET Transport, believe in continuous improvement. This is only possible through regular monitoring of the supply chain processes, periodic reporting to management, review of gaps, taking measures against non-compliant elements, etc. Control and regular checks help tap any potential flaw that might have been overlooked in the past. But these can bring about bigger losses to the company if ignored for long. Losses are sometimes not just financial, but also reputational. Hence, AET Transport’s new Customer Service Strategy aims to deploy certain control measures in the entire process flow, which will benefit both our internal and external customers.