you know everyone's talking these days about a digital supply chain and what
that means for the future I've got a real expert on that Matt Smith with me
today and I'm going to be asking some
questions about exactly that topic
okay Matt you've been talking here at the supply chain leaders Academy about
digital supply chain fascinating stuff what what are the sort of two or three
key things that you're seeing and what kind of impact do you think it's having
well I think we start from the customer side every day we live our life today
with using digital tools in order to have an experience and then
absolutely has come to our business where we now have the ability to work
that last mile with our customers in terms of the ability to measure our
delivery time proactively communicate there is any challenges I think the
customers are really seen as a differentiator in the market so I'd say
that last mile delivery the digital has been quite powerful excellence so that I
mean that's communicating with customers what about sort of internal
communications and you're talking a little bit about you know all the
different transport companies that you're using and that kind of thing so
how is it impacting that yeah so and this is where we implemented the control
tower so this is the carrier's in a room a number of TV screens set up a whole
lot of data inside with our team members and actually breaking down those silos
and using the digital tools to really stay close to the detail on the data and
our customers and and really and see that as a powerful tool to use. Great! and
that's a space I suppose people watching this might think you know this sounds
like a really big investment in different tools and things but what's
the return on investment like you get a sense of that or is it more about
customer service yeah look this is the difficult part is that it's not
necessarily a pure financial gain from the outset and so really need to build
into that justification the customer experience side the complaints
management and then there is efficiency that builds from that so what we found
was successful was you actually invest in pilot mmm
go fast fail fast pivot change the solution make it work and then scale it
up so so here's a question now if you're thinking it'll get into digital supply
chain or making a big investment what should you not do what's one of the
big mistakes is it that maybe not doing a pilot yeah okay I think two things
right I think maybe not going to the final solution straight away the
big investment High amount of risk
other point of view also take a risk right because the financial models might
not always make sense like they traditionally will and you've just got
to fill your gap that it's the right solution and just go take a risk manage
take the risk and you heard it here and I think a lot of the time now customers
are just expecting you know information like that they want service like that
and if you're not doing that, you're not really keeping up, are you? I mean we expect that
today when we've no pizza right we expend information straightaway when
that's right I order the pizza it says it's coming in six minutes
great I make sure the ones job is normal experience for everyone every day so
they naturally expect that in their everyday life so the expectations grow
everyday and it's a differentiator now but it will become than normal it's
going to be looking for the next evolution on top of that so you just got
to be staying ahead of the game so what's next that's the big question what's next
what do you reckon I really don't know what's next to be honest but it's it's
for some in some way it's got to be coming from customer the outside in and
I mean that's that's really the space you need to be in
what's the customer feeling and thinking if you can understand that the what's
next will come from that I'm sure so that's probably a great thing to leave
on what are your customers expecting what are they thinking
what are you gonna have to do with your supply chain to satisfy them or so
thanks Matt really appreciate it now before you go if you've enjoyed this
video make sure you subscribe do comment below if there's other things that you'd
like to hear just you know comment below and we really do take notice of those
Matt great for you to share your tips today thank you
you