Introducing the Descartes Customer Engagement Platform

In the fast-paced world of logistics software, there’s an often-overlooked aspect: the customer. While systems focus on “jobs,” “orders,” and productivity, the real person at the end of the chain is forgotten. But what if you could put the customer back at the heart of your business while driving operational efficiencies in last mile delivery and field service?

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INTRODUCING THE DESCARTES CUSTOMER ENGAGEMENT PLATFORM

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

Overview In the fast-paced world of logistics software, there’s an often-overlooked aspect: the customer. While systems focus on “jobs,” “orders,” and productivity, the real person at the end of the chain is forgotten. But what if you could put the customer back at the heart of your business while driving operational efficiencies in last mile delivery and field service?

Customer Engagement is a process that transforms how you interact with your clientele throughout their entire journey. It’s about building relationships and empowering customers to take action through their preferred channels. No more passive information consumption. Instead, they self-serve, make decisions, and actively communicate with your business.

Customer Engagement goes beyond Customer Experience (CX). While CX refers to the overall impression of your brand, Customer Engagement is the catalyst for an exceptional CX. Prioritizing engagement unlocks better experiences, deeper connections, and increased loyalty.

In this eBook, we explore the power of Customer Engagement. Discover strategies to transform your logistics software stack and see how the Descartes Customer Engagement Platform can help.

Introducing the Descartes Customer Engagement Platform │ 1

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

Introducing the Descartes Customer Engagement Platform │2

Imagine a world where end customers are no longer left in the dark, but instead empowered with real-time order tracking and seamless communication.

By fostering strong customer engagement, businesses not only enhance the overall customer experience, but also reduce operational costs. With self-service information readily available, you can eliminate the need for time-consuming calls to customer service, freeing up valuable resources. Prevent missed appointments and unnecessary rescheduling costs by providing customers with the visibility they deserve.

By employing a customer engagement strategy, businesses can: • Reduce no-access rates and failed appointments • Retain more customers and keep them happy • Reduce inbound call volumes for order status and ETAs • Gather actionable and timely customer feedback • Streamline and speed up click and collect order

collection

Embracing customer engagement gives you a competitive edge, unlocks new opportunities, and positions your company as a trusted partner.

The Importance of Customer Engagement

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

How to Engage with Customers

So, what does customer engagement mean in practice? Last mile delivery and field service providers can use tried-and-tested techniques to drive customer satisfaction and increase fleet efficiency. Using real-time data such as job status and driver geolocation, you can take customer experience to the next level.

Introducing the Descartes Customer Engagement Platform │3

Order tracking notifications Give customers the information they need from the moment an order is created, during the final mile, and after the order is completed. Send automated notifications based on status updates or the geolocation of the driver.

Interactive chat Give customers the opportunity to share vital details such as entry instructions, or to let the driver know that they have headed out for a few minutes.

Self-service order details Offer a link to a web-based customer portal with order details, including real-time status updates and information about the driver. This helps customers find all the information they need without downloading an app or waiting on the phone.

Customer-led appointment management Allow customers to confirm, reschedule, and cancel their appointments online. This empowers customers to manage their busy schedule, leading to a reduction in missed appointments. You’ll also free up your contact center to speak to customers who really need a human conversation.

Last mile tracking Engage customers with real-time tracking information about their appointment or delivery. Provide a link to a dynamic tracking map so that customers can see their place in the queue and actively follow a driver’s arrival.

Customer ETA sharing For click and collect orders, let customers share their location to provide store staff with an ETA for collection. Allow customers to check in and indicate their pickup location for a faster handover.

Collect actionable feedback Request feedback immediately once the order is complete, via a convenient channel such as an SMS with a link to a short survey. Allowing customers to provide feedback on their own device – and while the experience is still fresh in their mind - increases engagement in the feedback process.

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

Implementing an Effective Customer Engagement Strategy

The ideal customer engagement strategy uses existing information to add value and improve the customer experience in a way that creates a competitive edge. The next step is to allow customers to take action on this information – for example, by interacting with their driver – in a way that improves their experience. With Descartes, you can enhance your routing and mobile technology with customer-facing solutions such as order tracking, appointment management, and click and collect technology.

Introducing the Descartes Customer Engagement Platform │4

Track My Appointment

Automated customer notifications with a branded web-based

customer portal, real-time ETA tracking, chat options,

and feedback.

Manage My Appointment

Digital self-service appointment confirmation, rescheduling,

and cancellation through the customer portal.

Click & Collect

Streamlined in-store or curbside options for order collection through the customer portal

and store app.

Descartes Customer Engagement Platform

Introducing the Descartes Customer Engagement platform: a branded web-based customer portal that revolutionizes how you connect with your customers. With real-time driver tracking, seamless chat options,

instant access to order or appointment information, and dynamic feedback forms, you can provide customers with the digital-first experience they’ve come to expect.

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

Track My Appointment and Manage My Appointment Customer Journeys

Introducing the Descartes Customer Engagement Platform │5

Track My Appointment

Manage My Appointment

Get notified throughout the appointment or delivery lifecycle

View detailed appointment or delivery information

Track the driver’s arrival on a map or see place in the queue

Share information with the driver or customer service representative

Easily provide feedback via a quick form on device

Get notified as the appointment approaches

Easily confirm, reschedule, or cancel

Get notified of confirmation Reschedule to a convenient time Provide a reason for cancellation

Track My Appointment and Manage My Appointment Return On Investment

reduction in no-access rates

reduction in inbound calls

NPS improvement

fewer follow-up calls needed

increase in driver retention

customer feedback

on driver day-to-day

feedback resolution time

20%+

30%+

15pt

83%

45%

Increased

Limited impact

Decreased

Disclaimer: The statistics presented in customer case studies are specific to individual cases and may not reflect typical results, as outcomes can vary depending on various factors.

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

Click & Collect Customer & Staff Journeys

Introducing the Descartes Customer Engagement Platform │6

Get a notification when the order is ready

View order details and pick-up instructions

Share location to notify staff of ETA

Check in on arrival and share pick-up location

Click & Collect: Customer

reduction in handover time

improvement in operational efficiency

stock efficiency improvement

customer engagement for drive-up

engagement for in-store pickup

NPS improvement

customer retention

customer satisfaction

Click & Collect Return On Investment

Disclaimer: The statistics presented in customer case studies are specific to individual cases and may not reflect typical results, as outcomes can vary depending on various factors.

Orders, tasks and audible alerts Filter by locations Order details Contactless workflows to fit business needs

Click & Collect: Store Staff

Easily provide feedback via mobile device

80%

38%

3.5-day

89%

67%

15pt

Increased

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

Integration with Descartes’ Routing Solutions

Customers use a web-based portal

without an app

Drivers can chat with customers in the

Descartes mobile app

Customer service can chat with both

customers and drivers

View chat, feedback, customer, and driver insights

With highly configurable workflows and smart location tracking, the Descartes Customer Engagement Platform enhances Descartes’ routing technologies to automate customer communications and engagement.

Introducing the Descartes Customer Engagement Platform │7

< > Overview

The Importance of Customer Engagement

How to Engage with Customers

Implementing an Effective Customer Engagement Strategy

Track & Manage My Appointment Customer Journeys & ROI

Click & Collect Customer and Staff Journeys & ROI

Integration with Descartes Routing Solutions

About Descartes

Descartes (Nasdaq:DSGX) (TSX:DSG) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, security and sustainability of logistics-intensive businesses

Customers use our modular, software-as-a-service solutions to:

• route, track and help improve the safety, performance and compliance of delivery resources

• plan, allocate and execute shipments

• rate, audit and pay transportation invoices

• access global trade data

• file customs and security documents for imports and exports

• complete numerous other logistics processes by participating in the world’s largest, collaborative multimodal logistics community

Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world.

Learn more about our solutions, and connect with us on LinkedIn and Twitter.

About Descartes Systems Group

The Descartes Systems Group Inc. 120 Randall Drive, Waterloo, Ontario, N2V 1C6, Canada Toll Free 800.419.8495 | Int’l 519.746.8110 www.descartes.com | info@descartes.com

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Introducing the Descartes Customer Engagement Platform

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