Going forward, web retailers are exploring interactive technologies that will anticipate the restocking needs of their customers (toilet paper for example) and deliver supplies to them automatically before they run out. As it relates to certain types of medications, this is already happening.
Providing this level of service requires integrating order fulfillment operations with trading partner systems so logistics activities can be monitored in real-time. Visibility tools allow users across the supply chain to receive alerts and notifications when events occur or don't occur so that a service provider can take proactive steps rather than just react.
Given that a successful customer service strategy involves a blend of concept and technology, the key question is – what makes a winner?
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