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The Advantages of a Single Point of Contact in Logistics

Smart logistics management involves efficient coordination of staff and materials spread across multiple locations. Sometimes they are at great distances from each other. This is a recipe for confusion, waste, and a general lack of transparency. This can be avoided if logistics organizations are efficient with their client and materials management.

Adopting a Single Point of Contact (SPOC) management model keeps communication between work sites simple, prevents problems from being addressed multiple times at different points in the supply chain, and ultimately saves a lot of time and money over the course of a project. Here's an overview of why SPOC should be a part of any good logistics operation.

What is SPOC?

Single Point of Contact is a management model that sets up a dedicated desk or department solely to facilitate communication and resolve issues across a distributed system. This includes a logistics chain spread across multiple work sites, clients, and internal departments. The SPOC takes all incoming communications from outside the organization and directs them to the right internal staff, and likewise directs information from the logistics organization to clients and work sites in the field. This contrasts with a distributed management system in which different clients and sites will contact different phone numbers, email addresses, and other points of contact, depending on their needs.

Saving Time

The clearest benefit of SPOC management is simplification, which cuts down on confusion and saves time. When using a distributed management system, it's all too common for a question to go to the wrong department or for a vital piece of information to be sent to the wrong email address. SPOC gives the client one place to send all of their information, just as it gives the logistics organization one place to look for all vital details of an account, preventing time-wasting searches and fragmented information.

Uniform Standards

Client-facing communication is an important part of a company's brand. Filtering all communication through a SPOC ensures that all clients will have the same experience, from the tone of emails to the speed of access to information. A SPOC allows an organization to create a simple set of standards for communication, information storage, and time management, creating a consistent client-facing personality.

Data Collection

Assessment of projects and customer satisfaction shouldn't need a laborious process of sweeping up data from multiple departments. SPOC with built-in data collection practices makes it easy to compile information about everything from the customer experience to efficiency of a project across its entire life cycle. The SPOC team, being wholly focused on client interactions and data management, can be the primary resource for information about how to improve the organization's approach to business.

Put simply, SPOC takes the very complex world of logistics management and puts it into a simple pipeline for more efficient and uniform communication. It lets each department focus on its primary role, rather than having to pause planned work to answer questions, share information, and collect data. Truly, the SPOC department has one job: to make everyone else's job easier.

Posted: 6/29/2016 10:31:47 AM by Global Administrator | with 0 comments


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