News Article

Convey’s DEM platform integrated with MercuryGate TMS

The partnership aims to improve the customer experience in the last mile.

Convey, the six-year-old company trying to reinvent supply chains, has announced a partnership with MercuryGate that it said will improve the last-mile delivery experience for shippers and end customers.

Convey’s Delivery Experience Management (DEM) software will be integrated into MercuryGate’s transportation management system (TMS) to provide an end-to-end experience for users seeking to launch DEM programs for improved visibility and delivery experiences.

“While the advanced planning and optimization capabilities of MercuryGate allows shippers to make promises to their customers, the integration with Convey gives them the critical tools and capabilities to keep those promises,” Michael Miller, vice president of channel and alliances for Convey, told FreightWaves. “When fed back into the MercuryGate TMS, Convey’s rich data can actually enhance decisions such as carrier selection, routing, etc. For supply chain executives increasingly on the hook for customer experience, customer satisfaction and net promoter scores (NPS), these tools and insights can make a measurable difference in business outcomes.”

The integrated solution allows shippers to see customer orders through to delivery with in-transit insights and collaborative tools. This insight offers opportunities to alter the delivery expectations if needed through exception management tools and communicate that to customers.

“This goes back to being able to make an EDD (estimated delivery date) promise – and keeping it,” Miller said. “Among other things, Convey’s platform enables shippers to proactively identify at-risk shipments in real-time and take action to get them back on track – often before the customer knows there is an issue.”

Miller said Convey’s DEM platform offers “advanced self-service capabilities for consumers, such as delivery appointment scheduling through branded tracking pages that deepen customer loyalty and increase lifetime customer value.”

Click here to read the full article about Convey’s recent integration with the MercuryGate TMS system.
This article by Brian Straight was originally published on FreightWaves on 5/7/19.