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Customer Service Key Driver for IT Investments in Logistics: Survey

Softlink Logistic Systems, an Indian logistics software provider, today revealed the survey results on – ‘Adoption of Technology in Indian Logistics Sector-2009’, conducted amongst 700 Indian logistics players operating as Customs Clearing, Freight Forwarding, NVOCCs and 3PL players. The survey revealed that larger logistic players are opening up for technology investments in the year 2010. It highlights that the number of larger players, making technology investments up to Rs. 10 mn have been doubled to 14 percent in 2010 compared to last year.

The survey commissioned by Softlink, further revealed that 89 percent of the larger Logistics players highlighted that Direct Customer Request will remain the key driving factor to invest in technology this year. The other two key driving factors would be improving Customer Service (88 percent) and Improving Data Quality (69 percent).

The survey also gauged the penetration of technology in key areas of Logistic industry namely commercial documentations and regulatory compliances. It has been observed that most of the larger players existing technology system is not matching the desired requirement for these areas. It highlighted that 98 percent of the respondents feel commercial documentations and regulatory compliances are important aspects in their businesses, at the same time 14 percent and 19 percent respectively said that their existing IT system is not meeting the expected requirements.

The report also highlighted that though 96 percent of the respondents feel that Customer Service is an important aspect in their businesses. 34 percent respondents still feel that their existing IT system is not meeting the appropriate requirement of customer service.

Commenting on the report, Mr. Amit Maheshwari, Founder & CEO, said, “Indian logistics industry is often accused of being averse to adopting technology but the survey has conclusively dispelled the misconception. According to the survey, the logistic player is increasingly aware of benefits of technology adoption and its impact on their business. These emerging trend will help drive down the cost of transactions which ultimately will help the industry become more competitive.”

SMB findings of the report are:

91% of SMB logistic players feel that improving Customer Service will be the key motivating factor to invest in technology, followed by Direct Customer Request (84 percent) and Improving Operational Efficiency (73 percent)
Around 97% of SMB logistic players highlighted that Customer Service is important in their businesses. Also, 39% respondents accepted that their existing IT system is not meeting the requirement for Customer Service.
Around 30% of the SMB players are yet to decide on technology investments in 2010.
98% of SMB Logistic players feel that Commercial Documentation is an important aspect in their businesses. While 28% respondents highlighted that their existing IT system is not matching up the requirement of Commercial Documentation.
97% of SMB Logistic players highlighted that Regulatory Compliance is an important aspect in their businesses. While 35% respondents highlighted that their existing IT system is not matching up the requirement of Regulatory Compliance.
98% of SMB Logistic players highlighted that Financial Accounting as an important work in their businesses, out of which 92 percent are using technology. Out of these 92 percent, 21 percent of the respondents still feel that their IT system is not matching up the requirements of Financial Accounting.

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