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2015 Third-Party Logistics Study
The State of Logistics Outsourcing
Results and Findings of the 19th Annual Study
Twitter Feed: #3PLStudy
2 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Contents � About the Study
� Current State of the 3PL Market
� Special Topics
- CRM and Mobile Technologies
- Omni Channel
- Strategic Workforce Management
- Mexico
� Strategic Assessment
3 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
2015 19th Annual 3PL study – Major research thrusts
Customer Study
E-Mail Survey Major Industry Verticals
Special Topics
Focus Interviews Key Industry Experts
Facilitated Discussions
Capgemini Accelerated Solutions Environment (ASE)
San Francisco London
Singapore
Paris
Amsterdam
New York
Berlin
Hong Kong
Shanghai
Chicago
Each year, workshops are held in different locations around the world
São Paulo
Sydney
4 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Recent 3PL Study themes
www.3plstudy.com
This year’s special topics: • CRM and Mobile Technologies • Omni Channel • Strategic Workforce Management • Mexico
5 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Profiles of respondents represented
40%
44%
16%
User
3PL/4PL
Non-user
6 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Contents � About the Study
� Current State of the 3PL Market
� Special Topics
- CRM and Mobile Technologies
- Omni Channel
- Strategic Workforce Management
- Mexico
� Strategic Assessment
7 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Outsourced logistics services
Outsourced Logistics Services
Percentages of 3PL Users
Order management and fulfillment 18%
Inventory management 18
Supply chain consultancy services provided by 3PLs 15
Information technology (IT) services 15
Service parts logistics 14
Fleet management 13
LLP (Lead Logistics Provider) / 4PL services 11
Customer service 5
Sustainability/green supply chain-related services 3
Outsourced Logistics Services
Percentages of 3PL Users
Domestic transportation 80%
International transportation 70
Warehousing 67
Customs brokerage 53
Freight forwarding 51
Reverse logistics (defective, repair, return) 36
Freight bill auditing and payment 33
Product labeling, packaging, assembly, kitting 30
Cross-docking 30
Transportation management and planning 25
8 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Benefits delivered by use of 3PL services
Benefits 2015 Study Results
Logistics Cost Reduction 9%
Inventory Cost Reduction 5%
Logistics Fixed Asset Reduction 15%
Order Fill Rate Changed From 60%
Changed To 66%
Order Accuracy Changed From 61%
Changed To 66%
9 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
What tools 3PLs need to be successful (top 6)
Shippers Providers
1. Transportation management (execution)
2. EDI 3. Transportation management
(planning) 4. Warehouse/DC management 5. Visibility (order, shipment,
inventory, etc.) 6. Web portals for booking,
order tracking, inventory, etc.
1. EDI 2. Transportation management
(execution) 3. Customer order management 4. Transportation management
(planning) 5. Visibility (order, shipment,
inventory, etc.) 6. Web portals for booking,
order tracking, inventory, etc.
10 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
The “IT Gap”
89% 85%
91% 90% 92% 92% 92% 88% 94% 93% 94% 98% 96%
27% 33% 42% 40% 35% 42% 37% 42%
54% 54% 53% 55% 60%
0%
20%
40%
60%
80%
100%
120%
02 03 04 05 06 07 08 09 10 11 12 13 14 Year
IT Capabilities Necessary Element of 3PL Expertise Shippers Satisfied with 3PL IT Capabilities
IT “Gap”
11 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Contents � About the Study
� Current State of the 3PL Market
� Special Topics
- CRM and Mobile Technologies
- Omni Channel
- Strategic Workforce Management
- Mexico
� Strategic Assessment
12 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
3PL CRM solutions leverage mobile and cloud technologies
3PL
Customers
Customer Relationship Management
� 3PLs provide more timely information better service to customers
� Solutions provide real-time visibility into the extended supply chain
� Mobile solutions help 3PL players with shipment-specific services such as track and trace
� Integration with TMS and WMS solutions
Leveraging Mobile
Technologies
Leveraging Cloud - based
solutions
� Cloud-based CRM solutions enable 3PLs to launch new services, target new industries, and address global supply chain issues
� Enhance information flow between 3PLs and customers to help reduce costs, improve operational capabilities, sourcing activities, etc.
� Provide end-to-end solutions for entire supply chain
13 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Cloud- based CRM solutions lead to greater customer service and enhanced visibility for 3PL customers
Source: “Role of IT in 3rd Party Logistics providers”:HRMars
Inventory and Logistics
Management Customer Service Information
Flow
Information Flow
Warehousing Material Flow
Transportation
Role of cloud-based solutions
3PLs and Cloud-Based
Solutions Information
Flow
14 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
3PLs and CRM Solutions – Example benefits
Increased Productivity
Benefits
1
2
Systematic Way
to Track Business Activity
Measurability of Marketing and Sales Activity
3
Individual
Customer Service
4
Automated Information Updating
5
Safety of Shipments
6
AGREED that CRM is essential to providing capable support to customers
77% PROVIDERS
70% SHIPPERS
15 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
“Must-have” CRM requirements
� AVAILABILITY of real-time tracking information relating to customer shipments
� EASY access to cost and shipment pricing information
� INCREASED ability of 3PL sales executives to respond to customer requests
� GREATER visibility of global operations
� MORE professional and productive sales calls and customer presentations by 3PL sales executives
16 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
What do 3PL sales executives do with their available time?
CUSTOMER FACE-TO-FACE MEETINGS
22%
CUSTOMER-FACING PHONE MEETINGS/ CONVERSATIONS
23%55%SPEND THEIR TIME ON INTERNAL ISSUES• Internal management meetings• Responses to RFPs• Preparation and data collection• Inputting and updating data• Pricing issues
28%“Expand into new
geographies”
24%“Launch new services”
24%“Reduce costs and
run a more lean
organization”“Hire more
account execs in the same
geographies”
14%“Reduce
costs & staff functions”
10%
What if you had 20% more sales capacity through the “CRM of your dreams?”
17 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Contents � About the Study
� Current State of the 3PL Market
� Special Topics
- CRM and Mobile Technologies
- Omni Channel
- Strategic Workforce Management
- Mexico
� Strategic Assessment
18 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Retail landscape is evolving rapidly and adjusting to changes in customer’s demand as well as technological innovations
Executive Summary
Growing Middle Class demand
Changing Retail
Landscape Venturing new markets
Shift to non- traditional
formats
Impact on Retailers – Customer’s Perspective
Closed Loop Marketing Next Generation
Sales
Progressive Service
Innovative Products
Customer Centered Strategy
Focus on consumer engagement
Reduction in store size
Greater utilization of store space
Shift to non- traditional
formats
Personalized products
Impact on Retailers – Technology Perspective Mobile Point of
Sale Digital Wallets
Electronic Price Tags RFID Mobile Promotions
Digital Promotions
Personalized products
Innovative Delivery
Solutions Online Shopping With Local Store
Pickup
Google Shopping Express
In-vehicle Pickup
Delivery Lockers
Sunday Delivery
Delivery Drone
Buy Online Pick Up In An Hour
Customers Delivering Packages
Warehouse Pickup
19 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
The survey data highlights the immaturity of omni-channel Supply Chains while most are focused on customer service
20 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
What is holding back Shippers from integrating Omni-channel fulfillment?
21 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Contents � About the Study
� Current State of the 3PL Market
� Special Topics
- CRM and Mobile Technologies
- Omni Channel
- Strategic Workforce Management
- Mexico
� Strategic Assessment
22 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Did you know?
23 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Which of the following will be the primary drivers of your organization’s success in the next 5 years?
24 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
What capabilities does your organization value most in a functional or business leader?
25 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Supply Chain Talent
� The estimated demand for Supply Chain professionals to exceed supply in the ratio of 6:1
� The average hiring growth rate expected to be higher than the average growth rate across other occupations
Industry Demands for New Supply Chain Talent
� Only ‘hard skills’ involved in operations management would not be sufficient in the future � Optimum mix of both ”Soft” and “Hard” skills involving leadership qualities and cross-functional
competencies will shape the industry � Due to dynamic nature of the industry, 3 out of 4 jobs in supply chain are expected to change by 2015
Supply Chain Professional Dynamics
� 60mn people to exit the workforce by 2015
� Only 40 mn people to fill up the gap
� More evident gap across middle and senior management level in the Transport and Logistics industry
Supply Chain Talent Gap
� Shortage of new new talent due to the constant evolution of supply chain processes
� Demand for supply chain experts to grow exponentially with demand being greater than supply across all supply chain roles
Potential Shortage
Supply Chain Talent
26 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Organizational Challenges to Workforce Management
27 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Contents � About the Study
� Current State of the 3PL Market
� Special Topics
- CRM and Mobile Technologies
- Omni Channel
- Strategic Workforce Management
- Mexico
� Strategic Assessment
28 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
An open economy backed by sound fundamentals and several alliances offer lucrative opportunities for doing business in Mexico
29 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Moving operations to Mexico and Why
30 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Security, Crime and Corruption is the most-concerning factor for those currently doing business or looking to do business in Mexico
31 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Opportunities
32 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Trends in Logistics Service Offerings in Mexico
33 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Contents � About the Study
� Current State of the 3PL Market
� Special Topics
- CRM and Mobile Technologies
- Omni Channel
- Strategic Workforce Management
- Mexico
� Strategic Assessment
34 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Strategic assessment topics for 2015
Evolution of the 3PL Business Model: New Competition
Supply Chain Risk Management
The Intensifying Truck Driver Shortage
Working Corporate Social Responsibility
Into the Supply Chain
35 2015 Third-Party Logistics Study – Results and Findings of the 19th Annual Study
Questions?
Thank You!
For further information:
Pick up a copy of the study at one of the Media Boxes
Check out our website at www.3plstudy.com
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