Discover The Best CRM Setup for Distribution and Logistics :
An Organization Focused on Workflows and Delivery
In a setup for distribution, logistics players coordinate shipments, warehousing, transport, and customer service every day. Each step generates critical data: shipping schedules, tracking statuses, and returns. A tailored CRM integrates these processes to ensure reliability and responsiveness. By centralizing workflows, teams gain full visibility over the entire chain and can anticipate customer needs.
Types of Contacts to Create
Distributor Clients: brick-and-mortar stores, e-commerce platforms, and wholesalers placing bulk orders.
End Recipients: businesses or consumers who receive the packages.
Carriers: road, sea, or air transport providers responsible for shipping.
Warehouse Managers: responsible for receiving, storing, and dispatching goods.
Prospects: new sectors or markets generated via quote requests or trade show leads.
These categories allow precise segmentation and targeted actions for each stakeholder.
Useful Modules to Activate
Order Management: real-time tracking of shipment, preparation, and delivery statuses.
Route Planning: interactive calendar for optimizing routes and allocating resources efficiently.
Customer Support: management of incident tickets, returns, and complaints with automatic prioritization.
B2B Marketing: sending newsletters, promotional alerts, and targeted follow-ups based on purchase volume.
Automations: automatic sending of shipment confirmations, tracking reminders, and low-stock alerts.
KPI Dashboards: key metrics such as on-time delivery rate, average lead time, and customer satisfaction.
These interconnected modules improve coordination and reduce human errors.
Recommended Custom Fields
Order Number: unique identifier that tracks each shipment from start to finish.
Transport Type (road, sea, air): specifies the logistic mode for each shipment.
Scheduled Shipping Date: plans dispatches and sets delivery targets.
Package Status (in transit, delivered, returned): updated in real time to inform customers and teams.
Volume or Weight: essential for cost calculations, space optimization, and selecting the right carrier.
These fields enrich records and enhance traceability.
Example Operational Cycle
Qualified Lead via an online quote request or trade show.
Sending the Quote: a personalized rate proposal based on order volume and frequency.
Contract Confirmation: signed by the client, triggering an order creation in the CRM.
Route Planning: the CRM assigns the optimal carrier and schedules the delivery route.
Tracking and Updates: real-time status updates are sent to customers.
Automated After-Sales Follow-Up: if an issue arises, a support ticket is created and the team intervenes.
Post-Delivery Analysis: gather feedback, calculate KPIs, and launch loyalty campaigns.
This cycle ensures seamless management from first contact to ongoing retention.
Use Case: 3PL Provider
A third-party logistics (3PL) provider automatically logs each new customer order into its CRM. The system plans routes in real time, sends customer notifications, and tracks returns. Carriers receive alerts via mobile app, while warehouses get picking orders instantly. The result: processing times dropped by 30%, and customer satisfaction increased by 20%.
Conclusion
With a tailored CRM setup for distribution and logistics operators perfectly align operational workflows, customer support, and strategic management. Data centralization, automated workflows, and KPI dashboards optimize performance. By 2025, a CRM becomes the cornerstone of growth, ensuring efficiency, reliability, and customer satisfaction.
