BRETTS TRANSPORT LAUNCHES NEW CUSTOMER SERVICE DIVISION

Leading warehousing and distribution specialist Bretts Transport has launched a new-customer service division to enhance its offering to customers.

Having had a positive end to 2024, namely by securing several high-profile contract wins, the Cambridgeshire-based operator has looked to take a proactive approach to customer care by investing in a dedicated team focused on improving communication and providing real-time delivery updates.

As a part of this investment, Bretts has appointed two new customer service representatives along with a new Transport Coordinator to assist with the day-to-day running of the company’s fleet of 65 vehicles.

Bretts’ new department will enable the business to deliver enhanced visibility and transparency over the delivery process to its portfolio of customers, which predominantly reside in the ambient food and packaging sectors.

Through leveraging its vehicle tracking systems and transport management system (TMS) to monitor estimated arrival times, the company will be able to identify potential delays in advance and notify customers proactively, rather than waiting for issues to arise – an issue which is particularly prevalent in the transport industry, where delays are often only discovered when a delivery is already late or when a customer raises concerns.

It will also provide customers with a single point of contact, enabling for a more personalised and responsive service.

The formation of the company’s new customer service division comes at a time when customer expectation is at an all-time high for UK hauliers.

With Just-In-Time windows shortening for operators – shifting from a four-to-five-day window prior to the Covid-19 pandemic to a two-to-three-day as standard today – the need for real-time communication has never been greater according to Simon Brett,  Bretts Transport CEO.

Simon commented: “Traditionally in the transport industry, delays are only identified when a delivery is already late or when a customer raises concerns. However, with delivery expectations becoming ever tighter, and customer demands for real-time updates increasing, this approach is quickly fading into the past, with operators now needing to be more proactive in identifying potential disruptions as they happen.

“Delays, even by a small margin, can have a significant knock-on effect across the entire supply chain of a customer, impacting stock levels, and having a negative reputational effect on their own business from a customer perspective. 

“Now, if a Bretts vehicle encounters unexpected congestion on a major route, the customer service team can immediately flag the delay using real-time tracking data and notify the affected customer straight away. So, rather than waiting for the delivery to be late and reacting to complaints, we can now proactively provide an updated estimated arrival time, allowing the customer to adjust their schedules accordingly.”

 

The introduction of its customer-centric department is a part of an ongoing investment programme designed to future-proof the business while ensuring customers remain at the very heart of its operations.

 

“Every decision we make as a business keeps our customers at the heart of our operations,” Simon Brett continued.

 

“Over the past 12 months we have been looking at ways to streamline our entire operation from top to bottom, not only to future proof the business in the long-term, but to stay ahead of the curve by providing a service that works for our customers and caters to their needs, not the other way around.

 

“Providing greater personal customer care and visibility plays a key role in this regard.”