Proactive Notification in Supply Chain Management gives us important and instant information on “breaks” in the supply chain. It could be the EDI system unable to process documents, it could be a parts shortage, or it could be a missed transportation appointment. It is more than a simple notification, it allows us to be proactive by fixing the problem or communicating with other “first responders”.
Let’s define what we are talking about with Proactive Notification. Let’s start by looking at Forrester’s definition: “Proactive customer communications reduce costs for incoming calls by sending outbound messages of interest to customers to the device of their choice. Unlike automated robot messages that intrude rather than inform, proactive notification messages identify areas of importance or interest to customers, such as account changes, alerts, or time-sensitive offers. Customers receive voice messages, text/SMS, or email messages and can respond to companies over the same device if needed.
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