Background Image
Table of Contents Table of Contents
Previous Page  76 / 156 Next Page
Information
Show Menu
Previous Page 76 / 156 Next Page
Page Background

84 Business View Australia - January-February 2016

SUPPLY CHAI

Strong Information

Technology capabilities

Over the years, Rocke Brothers has

steadily developed its information

technology capabilities so that it can

provide an enhanced level of service

to its clients. This initiative has been

spearheaded by the company’s man-

aging director and back in May 2014,

all the information stored on the com-

pany’s servers was transferred into a

new computer system.

The new software package, which

went live in August 2014, has worked

very well and clients have benefitted

from a number of reports that the

system is capable of generating. The

next phase of systems upgradation in-

cludes live container tracking, a facility

that will provide clients with complete

transparency.

Pick-up and delivery locations will be

geo-fenced allowing every container to

be date and time-stamped as it pass-

es through the fence. In addition to

this, clients will have access to several

new report formats that will supply in-

formation in real-time.

Adrian Booth explained the compa-

ny’s approach, “Out IT is supplied by

Container Chain who specialise in con-

tainer transport software. We are trial-

ling live tracking at the moment where

the client can log in and just see where

their containers are. The system is

based on the IPad that is sitting inside

the truck.

“The job is sent by the Fleet control-

ler through the IPad and the driver

accepts it. At that point, the contain-

er number attaches itself to that IPad

and this allows the client to track the

container rather than them having to

send an email enquiring about its lo-

cation.”

Customer service

Rocke Brothers’ greatest strength is

its customer service capability. It has

developed a procedure according to

which each of its clients is allotted to

a specific customer service represent-

ative. This ensures that the custom-

er has a single point of contact when

dealing with Rocke Brothers. That one

person will always address every issue

that the client has.

Customers have found this facility to

be extremely useful as it saves them a

lot of time and allows them to commu-

nicate quickly and efficiently with the

company. The customer service per-

son is also the one who invoices out

the job once it is complete. It helps the

client find answers to its queries quick-

ly and results in a high degree of cus-

tomer satisfaction.

The appointment of dedicated cus-

tomer service teams has also helped

in another way. Fleet controllers, who

earlier used to also reply to custom-

ers, now concentrate on their primary

task.

A recent survey commissioned by