CUSTOMER ENGAGEMENT
Experience and knowledge
With a national network of Toll employees, the depth and experience of the Toll SPD team supports the customer engagement program that we offer Australian companies.
Introducing the Toll SPD
five stage customer engagement program:
1. Centralised Transport Management
- Long term planning process to manage seasonality factors affecting transport
- Highly skilled planners to work alongside our customers
- Centralised and well trained truck schedulers that act on a national basis
- Documented processes and key performance indicators which are customised to meet individual company requirements
- Access to appropriate performance and diagnostic analytics through Toll Solutions
2. Automated Routine Processes
- Minimal manual intervention in scheduling, invoicing and performance reporting
- Clearly defined policies for decision making
3. Collaborative programs with customers
- Joint performance metrics and improvement plans in place and reviewed. Toll SPD has established review boards with many of our customers.
4. Universal information access
- Customer visibility of vehicles, forward plans, and schedules are provided through specialised service delivery coordinators
5. Best practice use of technology
- IT strategy in place as part of the overall Toll Group strategy of customer engagement through I.T. applications
- Forward capacity planning systems for both road and rail
- Optimisation systems with minimal manual intervention
- Asset and driver management systems
- Information visibility for all customers
Toll Solutions and Supply Chain Design and Modeling
Toll Solutions was formed as part of Toll's overall strategic
response to facilitate logistics solutions in partnership
across the supply chain. The priorities are:
- Support customers in their focused business growth activities
- To design and manage larger, more complex logistics models and their deployment
