{"id":48804,"date":"2022-03-28T17:15:00","date_gmt":"2022-10-18T17:15:19","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=48804"},"modified":"2024-08-05T11:04:27","modified_gmt":"2024-08-05T01:04:27","slug":"how-to-communicate-supply-chain-issues-to-your-customers","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-to-communicate-supply-chain-issues-to-your-customers\/","title":{"rendered":"How to Communicate Supply Chain Issues to Your Customers"},"content":{"rendered":"\n<p>Think about your household spending over the last two years. I\u2019m willing to bet that the products, food and clothing you\u2019ve bought would look vastly different to what they did pre-2020. Maybe you\u2019re wearing more activewear and purchasing more fruit and veg. Or maybe you\u2019ve embarked on a home renovation project and have been frequenting online homewares stores. Maybe you live in fear of running out of toilet paper and have committed to a toilet paper subscription.&nbsp;<\/p>\n\n\n\n<p>All this to say, how and where we spend our money has drastically changed. And while individuals have felt these impacts in their everyday lives, it\u2019s also become a complex and ongoing challenge for retailers. This is because retailers rely on historical data to forecast what the demand for their products will be. But when borders shut in March 2020 and we resumed our lives online, historical precedent went out the window and the term \u201csupply chain delays\u201d became part of the global vernacular.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"so-what-exactly-are-supply-chain-delays\">So, what exactly are supply chain delays?<\/h2>\n\n\n\n<p>In essence, a supply chain refers to all the systems in place that see a product through from manufacturing, to shipping, to delivery. And if just one component is delayed or disrupted, it will have a knock-on effect on all the other cogs in the machine.&nbsp;<\/p>\n\n\n\n<p>During the pandemic, a number of issues have contributed to supply chain disruptions. Some factors include:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An inability to adjust to soaring demand for certain products&nbsp;<\/li>\n\n\n\n<li>Fewer containers in circulation for shipping companies resulting in less freight space on ships<\/li>\n\n\n\n<li>Factories closing due to impacts of COVID-19<\/li>\n\n\n\n<li>Labour shortages in transport and warehousing, with many staff isolating at any given time&nbsp;<\/li>\n\n\n\n<li>Travel limitations, border closures and limited flights \u2014 factors that were especially relevant in Australia<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"how-can-retailers-respond\">How can retailers respond?<\/h2>\n\n\n\n<p>Consumers have come to expect lightning-fast delivery for all e-commerce purchases. But with many products made in factories overseas, some businesses have found themselves competing with global retailers for the same factory space, raw material and spots on cargo ships.&nbsp;<\/p>\n\n\n\n<p>This is where we\u2019re seeing Australian retailers getting creative in how they manage these challenges. Here are some examples that have stood out to me:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Coles:<\/b> \u200b\u200bthe supermarket giant is <a href=\"https:\/\/www.itnews.com.au\/news\/coles-to-build-a-one-stop-supplier-platform-on-salesforce-577534\" target=\"_blank\" rel=\"noopener\">developing a new platform<\/a> that will act as a one-stop-shop for Australian and international suppliers. Using Salesforce products, including\u00a0<a href=\"https:\/\/www.salesforce.com\/au\/products\/marketing-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">Marketing Cloud<\/a>,<a href=\"https:\/\/www.salesforce.com\/blog\/introducing-salesforce-cms\/\" target=\"_blank\" rel=\"noopener\"> Salesforce Content Management System<\/a> and\u00a0<a href=\"https:\/\/www.salesforce.com\/au\/products\/service-cloud\/features\/knowledge-base\/\" target=\"_blank\" rel=\"noopener\">Knowledge Base<\/a>, the platform will act as the main point of contact for suppliers, effectively making it easier for them to collaborate with the supermarket. This move will help Coles better respond to the dynamic requirements of its supplier network.<\/li>\n\n\n\n<li><b><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2021\/05\/barbeques-galore-omnichannel-transformation.html\" target=\"_blank\" rel=\"noopener\">Barbeques Galore<\/a>: <\/b>This brand has <a href=\"https:\/\/insideretail.com.au\/business\/barbeques-galore-launching-third-party-outdoor-marketplace-202108\" target=\"_blank\" rel=\"noopener\">moved to a marketplace model<\/a> to move beyond the physical store and offer a range of goods.<\/li>\n<\/ul>\n\n\n\n<p>That being said, it\u2019s not only COVID-19 creating supply chain issues. Put into the wider context, major weather events, inflation and geopolitical crises are also major contributors to delays. This means it\u2019s essential for all businesses to utilise real-time insights and automation to react faster and keep communications timely, since we can expect uncertainty and delays to continue well into the future.&nbsp;<\/p>\n\n\n\n<p>Here are some tips for every stage of the buying journey.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"step-by-step-instructions-for-communicating-about-your-supply-chain\">Step-by-step instructions for communicating about your supply chain<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"before-the-transaction\">Before the transaction<\/h4>\n\n\n\n<p>Before a customer has even made a purchase, you need to make sure they understand that there may be shipping delays and stock shortages. Some ways you can do this include:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Update your website\u2019s ticker and homepage to note current shipping delays&nbsp;<\/li>\n\n\n\n<li>Include shipping time estimates for every item<\/li>\n\n\n\n<li>Rework your FAQ and shipping pages to reflect any delays&nbsp;<\/li>\n\n\n\n<li>In the lead-up to seasonal shopping periods like Christmas or Valentine\u2019s Day, proactively communicate ordering deadlines to assure consumers their items will arrive on time.&nbsp;<\/li>\n\n\n\n<li>If you are experiencing stock shortages, avoid presenting items that are out of stock. If this isn\u2019t possible, try suggesting similar items that are in stock.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"at-the-point-of-sale\">At the point of sale<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Include a reminder at the checkout (before any purchases go through) about potential delays.&nbsp;<\/li>\n\n\n\n<li>Offer a reward or discount for any inconvenience \u2013 for example, free shipping to their homes or not collecting payment until the package has been delivered. &nbsp;&nbsp;<\/li>\n\n\n\n<li>Depending on the product, you can suggest a subscription for the item so they don\u2019t risk it being out of stock in the future.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"after-the-sale\">After the sale<\/h4>\n\n\n\n<p>When communicating, it\u2019s important to find the right balance. You need to keep your customer informed, but you don\u2019t want to be spamming them with menial updates. This is <a href=\"http:\/\/salesforce.com\/au\/blog\/the-6-best-examples-of-personalised-marketing\/\" target=\"_blank\" rel=\" noopener\">where customer personalisation comes in<\/a> so you can keep your communications relevant, timely and considered.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>As part of the order confirmation, include a disclaimer about shipping delays.&nbsp;<\/li>\n\n\n\n<li>Provide self-service tools so they can check the order status.&nbsp;<\/li>\n\n\n\n<li>If your customer is after a specific brand that is delayed, provide another option.&nbsp;<\/li>\n\n\n\n<li>If the package is delayed longer than expected, reward the customer with something related to the product, for example, a unique service experience or education offering.&nbsp;<\/li>\n\n\n\n<li>Make sure follow-up emails (for example, product feedback emails) are not sent while the customer is still waiting for their order.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"after-the-item-has-been-received\">After the item has been received<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Once their purchase has arrived, thank them for their patience. If the delay was significant, consider offering a discount code or gift voucher for future purchases.<\/li>\n\n\n\n<li>Be available on other channels if they have questions \u2014 social media moderators can help you meet customers where they\u2019re at. And consider solutions that empower customers to solve problems on their own, like self-service portals or AI chatbots.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"make-your-customer-communications-work-for-you\">Make your customer communications work for you<\/h2>\n\n\n\n<p>Not all companies have access to huge customer support and data science teams. And in a fast-moving and sometimes volatile context, we\u2019re seeing how important it is for retailers to be able to respond quickly and react appropriately to keep customers on-side and loyal.&nbsp;<\/p>\n\n\n\n<p>This is where automation and personalisation comes in. Salesforce offers capabilities so retailers can move quickly while remaining relevant. This includes personalising communications, the ability to collaborate closely with suppliers and using solutions like Tableau to give real-time visibility into how an order is progressing through the supply chain. This cuts out any pesky back-and-forth so you and your team can focus on keeping your customers happy.&nbsp;&nbsp;<\/p>\n\n\n\n<p>It is worth considering how values emerging from the pandemic are driving the retail value chain to work together to offer greener choices and the&nbsp; rethinking of supply chain asset use. Communicating progress, offering transparency and greener choices will further inspire customer loyalty aligned to values in the era ahead.<\/p>\n\n\n\n<p><b>Learn about the latest innovations allowing Australian companies to work from anywhere. Watch the best of World Tour Sydney 2022 on <a rel=\"noopener\" href=\"https:\/\/www.salesforce.com\/plus?d=7013y000000vYcmAAE\" target=\"_blank\">Salesforce+<\/a>.&nbsp;<\/b><\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><b>Catch more innovation content on Salesforce+.<\/b><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\"><\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/plus\/\">Watch now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics 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can communicate delays with customers.<\/p>\n","protected":false},"author":1,"featured_media":48806,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"e2f994fb2ced462fbb89d88dea6a04ac","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2497,2498,2496,2495],"sf_content_type":[],"coauthors":[2454],"class_list":["post-48804","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-consumer-goods","sf_topic-ecommerce","sf_topic-retail-insights","sf_topic-retail"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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