Bretts 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’s 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.”The post Bretts launches new customer service division first appeared on Warehouse & Logistics News.