Impact Assessments

How Will The New TMS Affect You?

Click the job titles below to see how the new Transport Management System will impact the day-to-day of the role.

Transport Planning Manager

Transport Planning Manager - Impact Assessment

Role Overview

The Transport Planning Manager is responsible for:

Leading the planning and scheduling function (planners, schedulers, backhaul planners)
Ensuring delivery of efficient, cost-effective transport plans
Managing planning KPIs (e.g. OTIF, cost per mile, vehicle utilisation)
Overseeing resource allocation and capacity planning
Acting as a key link between planning, operations, customer service, and leadership
Driving continuous improvement within transport planning

This role is both:

Operational (managing daily planning output)
Leadership-focused (developing capability and driving performance)

Nature of Impact

Impact Level: High (Transformational Leadership Role)

The TMS will significantly change:

How planning is performed
How performance is measured
How the planning function is led and developed

The role will shift from:

Managing a manual / experience-led planning team
→ to
Leading a system-enabled, data-driven planning operation

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Planning Oversight	Limited visibility into detailed planning logic and decisions	Full visibility of system-generated plans and optimisation outputs	Greater control and accountability
Team Management	Managing planners producing manual plans	Leading planners working as system optimisers	Fundamental change in team role
Performance Management	Retrospective KPI reviews	Real-time performance dashboards and data	More proactive intervention
Decision Making	Based on experience and team input	Based on system insights and optimisation data	Shift to data-led leadership
Continuous Improvement	Ad hoc improvements based on experience	Structured, data-driven optimisation and improvement cycles	More formalised approach
Cross-Functional Working	Heavy reliance on communication between teams	Shared data visibility across departments	Improved alignment

Behavioural Impact

The Planning Manager will need to:

Move from managing outputs → leading performance through data
Shift from experience-led decision making → data-driven leadership
Lead a team through significant behavioural and role change
Act as a key sponsor of TMS adoption within the planning function
Embed a culture of:
- Trust in system optimisation
- Continuous improvement
- Accountability through data

Skills & Capability Requirements

Area	Requirement
Data & Analytics	Strong ability to interpret planning KPIs and optimisation outputs
TMS Expertise	Deep understanding of planning tools, optimisation logic, and workflows
Performance Leadership	Managing team performance using real-time data
Change Leadership	Leading planners through a fundamental shift in how they work
Coaching & Development	Upskilling planners from “doers” to “optimisers”

Opportunity / Positive Impact

The TMS enables the Planning Manager to:

Lead a more efficient, modern planning function
Improve:
- Vehicle utilisation
- Cost efficiency
- Service levels
Reduce reliance on manual processes and individual knowledge
Build a high-performing, data-driven planning team
Deliver measurable business benefits aligned to TMS objectives

Summary

The Transport Planning Manager role undergoes a high-impact leadership transformation, shifting from:

Managing manual planning → leading system-enabled optimisation
Experience-led leadership → data-driven performance management

This role is critical to TMS success, acting as:

The primary owner of planning performance
A key change leader for planners and schedulers
A driver of long-term value realisation from the TMS

Transport Operations Manager

Transport Operations Manager - Impact Assessment

Role Overview

The Transport Operations Manager is responsible for:

Overall ownership of outbound transport operations and performance
Ensuring O Licence, driver, and operational compliance
Leading planning, scheduling, and backhaul operations
Managing budgets, KPIs, and team performance
Acting as a key link between Transport, Customer Service, Warehouse, and senior leadership

This is a critical senior leadership role, accountable for:

Service delivery
Operational efficiency
Regulatory compliance
Team leadership and development

Nature of Impact

Impact Level: High (Strategic & Transformational)

The introduction of the TMS will significantly change:

How operational performance is measured, managed, and optimised
The level of visibility available across the transport function
The approach to leadership, governance, and decision-making

The role will shift from:

Managing through reports, experience, and operational input
→ to
Leading a real-time, data-driven transport operation

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Operational Oversight	Based on reports, team updates, and operational visibility	Real-time dashboards across planning, execution, and performance	Significantly enhanced control
Performance Management	Retrospective KPI tracking	Real-time KPI monitoring and proactive intervention	Increased accountability
Planning & Execution Oversight	Indirect visibility through planners and coordinators	Direct visibility of plans, changes, and live execution	Improved governance
Compliance Management	Manual/system-based checks across multiple tools	Integrated compliance tracking within TMS	Improved assurance
Decision Making	Experience-led with supporting data	Data-driven, supported by system insights and trends	More analytical leadership
Cross-Functional Alignment	Dependent on communication between teams	Shared system visibility across departments	Stronger alignment

Behavioural Impact

The role will need to evolve toward:

Leading through data and insight, not just operational experience
Driving a culture of accountability and performance transparency
Moving from reactive management → proactive, predictive leadership
Acting as a sponsor of change, ensuring adoption across all transport roles
Increasing focus on continuous improvement and optimisation

This represents a step change in leadership style, particularly around data and system reliance.

Skills & Capability Requirements

Area	Requirement
Data & Performance Management	Ability to interpret dashboards, KPIs, and operational trends
System Leadership	Strong understanding of TMS capabilities and outputs
Change Leadership	Driving adoption and embedding new ways of working
Strategic Thinking	Using system insights to improve operational performance
People Leadership	Supporting teams through significant behavioural and process change

Opportunity / Positive Impact

The TMS enables the Transport Operations Manager to:

Gain full visibility of end-to-end transport performance
Improve operational efficiency and cost control
Strengthen compliance and risk management
Lead a high-performing, data-driven transport function
Drive continuous improvement and long-term scalability

Summary

The Transport Operations Manager role experiences a high-impact, strategic transformation, shifting from:

Operational oversight → data-driven operational leadership
Reactive management → proactive, insight-led control

This role is critical to the success of the TMS, acting as:

A key decision-maker
A change leader
A driver of performance and adoption across the function

Transport Driver

Transport Driver - Impact Assessment

Role Overview

The Transport Driver is responsible for:

Delivery and collection of goods (multi-drop and customer-facing)
Vehicle safety checks and compliance
Manual handling and unloading
Customer interaction and issue resolution
Completion of records and adherence to transport regulations

Nature of Impact

Impact Level: Low

The introduction of the TMS will not change the core purpose of the role, but will alter:

How work is planned
How information is communicated
How information is recorded

This represents a shift from largely manual and experience-led working, to a more structured, system-enabled execution.

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Route Planning	Disjointed, multi system, multiple input from different colleagues	All orders planned by Planners, all in the one TMS	Better Routes, more realistic, more achievable
Driver Allocation	Drivers not considered in planning. Drivers allocated by Transport on Day 2	Planners plan to real driver duties, start times and available duty times on Day 1	Routes aligned to driver start times
Briefing Drivers	Little time given to Briefing Drivers	Best in class Brief process implemented	More time to talk to drivers, making sure they have what they need, and they are OK.
Technology	No Company Device. Manual Process	Each Driver has a Tablet. Arrival & departures recorded. Photos taken of POD & points of interest by driver where appropriate	Early view of routes allocated. Better visibility of driver progress for customer. Better data collected. Opportunity to add further driver apps
Route Following	Driver may adjust routes based on experience. Driver decides on best roads to use	Route delivery order needs to be followed. Driver decides on best roads to use	Service to customer is protected. Driver remains key decision maker in what roads to use based on conditions
Communication	Driver own phone-based / paper-based updates	Real-time updates via system	Faster, more transparent communication
Debriefing Drivers	Little time given to Debriefing Drivers	Best in class Driver Debrief process with ‘Green lanes’ for ‘all OK’ runs	Live review of Driver issues & challenges faced, capturing in TMS
Record Keeping	Manual paperwork and compliance logs	Digital capture of delivery status, POD, exceptions	Increased data accuracy
Performance Visibility	Limited or delayed visibility	Real-time monitoring of KPIs (OTIF, compliance, efficiency)	Increased transparency and accountability
Feedback	No Feedback process in place	Driver to Planner feedback process in place	Drivers drive improvement in planning, leading to more realistic routes

Behavioural Impact

Drivers will be required to transition towards:

System-led working
Real-time reporting rather than end-of-day updates
Greater comfort with visibility of performance metrics

This is a cultural shift toward a more data-driven and standardised environment.

Skills & Capability Requirements

Area	Requirement
Digital Skills	Ability to confidently use tablets / in-cab devices – Simple to use
System Navigation	Understanding TMS Routes and updates (jobs, updates, status changes)
Data Accuracy	Timely and accurate input of delivery / collection information
Communication	Using digital tools to report delays/issues effectively

Opportunity / Positive Impact

The introduction of the TMS provides several opportunities to enhance the Transport Driver role:

Improved clarity of daily tasks and routes, reducing ambiguity and reliance on verbal instructions
Access to real-time job information and updates, enabling more efficient decision-making on the road
Increased communication and visibility between drivers and planning teams, reducing delays and misunderstandings
Reduced reliance on manual paperwork, improving efficiency and accuracy of records (e.g. PODs, delivery updates)
Potential for improved route efficiency and reduced unnecessary mileage, leading to smoother working days
Enhanced support through faster issue resolution, as planners and coordinators have better visibility of driver status
Greater transparency of expectations, helping drivers understand how their role contributes to overall performance

Overall, the TMS supports drivers in performing their role more efficiently, consistently, and with better operational support.

Summary

The HGV Driver role experiences a moderate but important operational and behavioural change with the introduction of the TMS.

The role evolves from:

Manual, paper-based and verbally coordinated work → digitally enabled, system-supported execution
Reactive communication → real-time updates and visibility

While the core responsibilities of driving and delivery remain unchanged, drivers will be encouraged to adapt to:

Increased use of technology and digital devices
Greater visibility of performance and activity
More structured, system-driven ways of working

With effective training and support, the TMS will:

Improve efficiency and communication
Enhance the overall driver experience
Strengthen alignment between drivers and the wider transport operation

Transport Coordinators / Controllers

Transport Coordinators / Controllers - Impact Assessment

Role Group Overview

This role group includes:

Transport Controllers – managing live execution of transport plans and driver activity
Transport Coordinators – coordinating depot activity, dispatch, and cross-functional operations

Core responsibilities include:

Managing the real-time execution of transport schedules
Coordinating between planning, warehouse, drivers, and other departments
Monitoring and resolving operational issues as they arise
Managing driver resource, dispatch timing, and compliance constraints
Acting as the central communication hub during live operations
Supporting drivers and ensuring service delivery is maintained

These roles are critical to ensuring that plans created by planners are delivered successfully in real time.

Nature of Impact

Impact Level: Medium–High

The introduction of the TMS will significantly change:

The visibility of live operations
The tools used to monitor and manage execution
The speed and accuracy of decision-making

The role group will shift from:

Communication-driven coordination (calls, emails, reactive problem solving)
→ to
System-enabled, real-time operational control with enhanced visibility

Key Changes to the Role Group

Area	Current State	Future State (Post-TMS)	Impact
Operational Visibility	Limited, reliant on phone calls and updates	Real-time tracking of vehicles, loads, and progress via TMS	Improved control and awareness
Issue Management	Reactive, based on incoming issues	Earlier identification through system alerts and visibility	More proactive management
Driver Management	Direct communication with limited real-time data	Data-supported decision making (location, status, delays)	Increased effectiveness
Dispatch & Scheduling Control	Managed manually with multiple touchpoints	System-supported dispatch and schedule tracking	Increased structure and consistency
Cross-Functional Communication	Heavy reliance on verbal and email communication	Shared system visibility reduces duplication	Improved alignment
Compliance Monitoring	Manual checks and coordination	System-supported compliance insights	Reduced risk but higher reliance on system accuracy

Behavioural Impact

Transport Coordinators / Controllers will need to:

Transition from reactive issue resolution → proactive operational control
Rely more on system data rather than verbal confirmation
Become confident interpreting real-time operational dashboards
Reduce reliance on informal communication channels
Act with greater speed and confidence using live data

This represents a shift toward a more control-tower style operation.

Skills & Capability Requirements

Area	Requirement
System Usage	Strong ability to navigate and use TMS real-time tracking tools
Data Interpretation	Understanding live data (vehicle status, delays, exceptions)
Decision Making	Using system insights to make quick operational decisions
Communication	Combining system insight with clear, confident communication
Problem Solving	Managing exceptions using structured information

Opportunity / Positive Impact

The TMS enables this role group to:

Gain real-time visibility across the operation
Improve decision-making speed and accuracy
Reduce time spent chasing information
Enhance driver support and issue resolution
Operate in a more proactive and structured control environment

Summary

The Transport Coordinators / Controllers role group evolves from:

Reactive communicators → proactive operational controllers
Information chasers → real-time decision-makers

This group plays a critical role in:

Ensuring plans are executed effectively
Maintaining service levels during disruption
Embedding the TMS as the operational “single source of truth”

Planning Team Leader

TMS Role Impact Assessment – Planning Team Leader

Role Overview

The Planning Team Leader is responsible for:

Day-to-day supervision of planners and schedulers
Ensuring the delivery of accurate, efficient daily plans
Managing workload allocation and supporting team priorities
Acting as a first point of escalation for planning issues
Supporting performance management through KPIs and outputs
Acting as a key link between planners, management, and operations

This role combines:

Hands-on operational involvement
Frontline leadership and coaching

Nature of Impact

Impact Level: High

The introduction of the TMS will significantly alter:

How planning is performed
How team performance is managed
The level of real-time visibility into planner activity

The role will shift from:

Supervising a manual / experience-led planning team
→ to
Leading a team operating within a system-driven, optimised planning environment

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Team Supervision	Monitoring planners based on outputs and experience	Monitoring planner activity and outputs via real-time system visibility	Increased oversight
Planning Oversight	Limited visibility into planning logic	Ability to see and challenge system-generated plans	Greater control
Issue Resolution	Reactive escalation handling	Earlier identification via system alerts and visibility	More proactive management
Work Allocation	Manual coordination of workload	More structured, system-supported workflows	Improved consistency
Performance Monitoring	Retrospective review of planner output	Real-time KPIs and performance dashboards	Increased accountability
Support to Planners	Providing guidance based on experience	Coaching planners to use and optimise system outputs	Shift in leadership approach

Behavioural Impact

The Planning Team Leader will need to:

Transition from supervising activity → actively managing performance through data
Support planners in moving from:
- Manual planning → system-enabled optimisation
Become a key enabler of adoption, reinforcing new ways of working
Move from firefighting issues → proactively managing planning performance
Develop confidence in challenging both planners and system outputs

This role becomes critical in embedding behaviour change at the frontline.

Skills & Capability Requirements

Area	Requirement
TMS Knowledge	Strong operational understanding of planning tools and workflows
Performance Management	Ability to monitor and act on real-time KPIs
Coaching Skills	Supporting planners in adapting to new system-led processes
Analytical Thinking	Interpreting system outputs and identifying issues
Decision Support	Guiding planners on when to follow or adjust system plans

Risks & Resistance Points

Resistance to shifting from “experienced coordinator” → “data-led supervisor”
Difficulty supporting planners if own confidence in TMS is low
Risk of inconsistent messaging or behaviours across the team
Potential pressure increase due to performance transparency
Risk of reverting to manual workarounds if system trust is low

Mitigation Actions

Provide enhanced training for Team Leaders (beyond standard user level)
Focus on coaching and people leadership during change
Involve Team Leaders in:
- UAT
- process design workshops
- early adoption activities
Provide clear performance dashboards and management routines
Establish regular check-ins with Planning Manager to align approach
Position the role as critical to success of the TMS, not just operational

Opportunity / Positive Impact

The TMS enables the Planning Team Leader to:

Gain clear visibility of team performance and planning quality
Improve consistency and efficiency of planning outputs
Spend less time on manual coordination and firefighting
Focus more on:
- coaching
- performance improvement
- team development
Play a key role in building a high-performing planning function

Summary

The Planning Team Leader role experiences a high-impact operational and leadership shift, moving from:

Supervising manual planning → leading system-enabled optimisation
Reacting to issues → proactively managing performance through data

This role is crucial in bridging the gap between:

Strategic leadership (Planning Manager)
Operational delivery (Planners & Schedulers)

They will be a key driver of adoption, consistency, and performance in the new TMS environment.

Transport Compliance Manager

Transport Compliance Manager - Impact Assessment

Role Overview

The Transport Compliance Manager is responsible for:

Ensuring compliance with:
- O Licence requirements
- Driver hours and tachograph regulations
- Transport legislation and internal policies
Monitoring and auditing driver and vehicle compliance
Working closely with:
- Transport operations
- Planning teams
- Fleet/maintenance teams
Managing compliance reporting, audits, and investigations
Supporting a culture of safe, legal, and compliant operations

This role is critical to ensuring the transport operation operates legally, safely, and within regulatory standards.

Nature of Impact

Impact Level: High

The introduction of the TMS will significantly change:

How compliance is monitored, tracked, and reported
The timeliness and accuracy of compliance data
The ability to move from retrospective audits → proactive compliance management

The role will shift from:

Managing compliance through manual checks and separate systems
→ to
Overseeing system-driven, real-time compliance monitoring

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Compliance Monitoring	Manual checks across multiple systems and reports	Real-time visibility of compliance metrics via TMS	More proactive compliance control
Data Sources	Fragmented across SAP, telematics, spreadsheets	Integrated within TMS (linked to planning and execution)	Improved data accuracy and access
Audit & Reporting	Retrospective reporting and manual audits	Automated reporting and structured audit trails	Increased efficiency
Issue Identification	Issues identified after occurrence	Early identification via system alerts and trends	Reduced compliance risk
Cross-Functional Working	Reliant on communication with planners, ops, drivers	Shared system visibility across teams	Improved coordination

Behavioural Impact

The Transport Compliance Manager will need to:

Shift from reactive audit-focused compliance → proactive, system-led oversight
Develop confidence in system-generated compliance data
Work more closely with:
- Planning teams (driver hours, routing assumptions)
- Operations (execution compliance)
Take a more active role in:
- Data governance
- Process adherence
Move toward a continuous monitoring mindset rather than periodic review

Skills & Capability Requirements

Area	Requirement
TMS Knowledge	Understanding of compliance-related functionality within the TMS
Data Analysis	Ability to interpret compliance dashboards and trends
Audit & Governance	Using system data to support audits and reporting
Process Understanding	Strong understanding of how planning and execution impact compliance
Stakeholder Influence	Driving compliance behaviours across transport teams

Opportunity / Positive Impact

The TMS enables the Transport Compliance Manager to:

Move from reactive auditing → proactive compliance management
Improve compliance accuracy and reduce regulatory risk
Gain real-time visibility of driver and operational compliance
Strengthen alignment between:
- Planning assumptions
- Operational execution
- Regulatory requirements
Play a central role in building a safe, compliant, and data-driven transport function

Summary

The Transport Compliance Manager role undergoes a high-impact transformation, shifting from:

Manual, retrospective compliance → real-time, system-driven compliance oversight
Audit-focused role → proactive risk management and governance role

This role becomes increasingly important in:

Ensuring TMS data integrity supports compliance
Embedding compliance into daily operations, not just audits
Supporting safe and legally compliant growth of the transport function

Transport Administrator (Backhaul & General Admin)

Transport Administrator (Backhaul & General Admin) - Impact Assessment

Role Overview

The Transport Administrator is responsible for:

Managing transport data, documentation, and PODs
Processing backhauls, returns, and additional haulage records
Ensuring accurate system updates and financial data input (SAP)
Producing reports and supporting operational decision-making
Liaising with drivers, planners, customers, and finance teams

Nature of Impact

Impact Level: Medium–High

The TMS will significantly change:

How data is captured and entered
How processes are standardised and automated
The level of manual administration required

The role will shift from:

Manual, transactional processing → system-enabled, exception-focused administration

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
POD Management	Manual scanning, emailing, and tracking	Increased digital capture and integration via TMS	Reduced manual handling
Data Entry	High level of manual input into SAP and other systems	Greater automation and system integration	Reduced duplication, higher accuracy expectations
Backhaul Processing	Manual coordination and tracking	System-supported tracking and recording	Improved visibility
Reporting	Manual reporting and data compilation	Automated/system-generated reporting	Faster insights
Query Resolution	Time-intensive coordination with multiple stakeholders	Improved data visibility for quicker resolution	More efficient workflows

Behavioural Impact

Administrators will need to:

Shift focus from data entry → data validation and exception handling
Rely more on system outputs rather than manual tracking
Develop confidence in system-generated reports and information
Work more closely with planners and systems teams using shared visibility

Skills & Capability Requirements

Area	Requirement
System Usage	Strong working knowledge of TMS and SAP integration
Data Accuracy	Focus on validating rather than manually inputting data
Analytical Thinking	Identifying discrepancies and resolving exceptions
Digital Confidence	Navigating integrated systems and automated workflows
Communication	Coordinating across teams using shared data

Opportunity / Positive Impact

The TMS will:

Reduce manual, repetitive tasks
Improve data accuracy and reporting efficiency
Allow the role to focus on value-add activities rather than data processing
Strengthen links between operations, finance, and customer service

Summary

The Transport Administrator role evolves from processing-heavy administration → system-supported, exception-focused coordination, increasing efficiency while requiring greater digital confidence.

Transport Planners & Schedulers (Backhaul, Collections, Scheduling)

Transport Planners & Schedulers (Backhaul, Collections, Scheduling) - Impact Assessment

Role Group Overview

This role group includes:

Backhaul Planners – managing backloads, additional haulage, and resource allocation
Transport Schedulers – consolidating loads and planning route execution
Collections Planners – coordinating inbound collections, warehouse releases, and third-party movements

Across these roles, core responsibilities include:

Planning and scheduling transport activity
Allocating loads to vehicles and drivers
Managing capacity (fleet, subcontractors, third parties)
Coordinating with drivers, warehouse, customer service, and customers
Ensuring delivery/collection timeliness and efficiency
Maintaining system data and producing operational reports

These roles form the operational heart of the transport planning function, directly influencing:

Cost efficiency
Customer service levels
Network utilisation

Nature of Impact

Impact Level: High (Transformational)

The introduction of the TMS represents a fundamental change to how planning and scheduling is carried out.

The role group will shift from:

Manual / semi-manual, experience-led planning across SAP and spreadsheets
→ to
System-driven, optimised planning using integrated TMS functionality

This is the most significantly impacted group in the organisation.

Key Changes to the Role Group

Area	Current State	Future State (Post-TMS)	Impact
Planning Methodology	Manual scheduling and allocation using experience and SAP	System-generated optimisation (routes, loads, sequencing)	Fundamental change to core role
Decision Making	Planner-driven decision making	System proposes optimised plans; planners validate and refine	Shift to optimiser role
Data Usage	Fragmented data across systems	Single, integrated data source within TMS	Improved visibility and control
Capacity Management	Manual tracking of vehicles, drivers, and subcontractors	Real-time system visibility of available resources	Increased efficiency
Replanning & Changes	Reactive, manual adjustments	Dynamic, system-supported replanning	Faster, more structured response
Reporting & KPIs	Manual reporting and tracking	Automated dashboards and performance tracking	Increased transparency
Cross-Functional Coordination	Heavy reliance on calls/emails	Shared system visibility across functions	Improved alignment

Behavioural Impact

This role group will undergo a significant behavioural shift, including:

Moving from “planners who create plans” → “planners who optimise system-generated plans”
Increased reliance on data and system logic vs personal judgement alone
Transition from reactive firefighting → proactive, structured planning
Greater focus on continuous improvement using performance data
Increased accountability due to real-time KPI visibility

This represents a step change in mindset, particularly for experienced planners.

Skills & Capability Requirements

Area	Requirement
TMS Expertise	Deep understanding of optimisation tools, workflows, and planning logic
Analytical Thinking	Ability to interpret system outputs and identify improvements
Decision Validation	Knowing when to trust or override system recommendations
Scenario Planning	Using system tools to test and refine planning options
Digital Confidence	High proficiency in system-led working environments
Stakeholder Communication	Using shared system data to coordinate with teams

Opportunity / Positive Impact

The TMS creates a significant opportunity to:

Improve planning efficiency and reduce manual workload
Deliver cost savings through optimisation (routing, load fill, reduced empty miles)
Enhance customer service through more accurate and reliable planning
Enable planners to focus on value-add decisions rather than manual processing
Create a modern, data-driven planning function aligned to future growth

Summary

The Transport Planners & Schedulers group experiences the most significant transformation from the TMS.

The role evolves from:

Manual, experience-led planning → system-enabled optimisation
Reactive coordination → proactive, data-driven decision making

This group is critical to the success of the TMS, and their adoption will directly determine:

Realisation of efficiency gains
Quality of planning outputs
Overall success of the implementation

Customer Service Advisor

Customer Service Advisor - Impact Assessment

Role Overview

The Customer Service Advisor is responsible for:

Managing customer enquiries and resolving issues
Processing transactions and maintaining system accuracy
Supporting order processing and stock reconciliation
Liaising across internal functions (Transport, Warehouse, Finance, IT)
Ensuring customer service standards are met in line with agreements

The role is highly communication-focused, requiring strong system usage, coordination, and problem-solving capability.

Nature of Impact

Impact Level: Medium–High

The introduction of the TMS will significantly change:

How information is accessed and shared
How customer queries are resolved
Reliance on real-time operational data

The role will shift from reactive, enquiry-handling and system navigation across multiple sources → more integrated, data-driven customer service enabled by a single transport view.

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Information Access	Multiple systems (SAP, Microlise, email, manual updates)	Centralised or integrated transport visibility via TMS	Faster access to accurate information
Query Resolution	Reliant on contacting planners/drivers for updates	Real-time visibility of delivery status, delays, and exceptions	Reduced dependency on others
Customer Communication	Reactive updates based on available info	Proactive updates enabled by live data	Improved customer experience
Order & Delivery Tracking	Manual tracking and investigation	Automated tracking and alerts within TMS	More efficient issue resolution
System Usage	Multiple platforms and workarounds	Greater reliance on TMS alongside SAP	Increased system dependency

Behavioural Impact

Customer Service Advisors will need to shift toward:

Proactive customer management instead of reactive responses
Increased confidence in using live operational data
Greater ownership of end-to-end query resolution
Reduced reliance on informal communication with planners and drivers

This represents a move to a more data-enabled, insight-driven customer service function.

Skills & Capability Requirements

Area	Requirement
System Proficiency	Strong understanding of TMS interface and data interpretation
Data Interpretation	Ability to interpret real-time delivery and exception data
Digital Confidence	Navigating integrated systems (TMS + SAP) effectively
Problem Solving	Using system insights to resolve queries without escalation
Communication	Translating operational updates into clear customer messaging

Opportunity / Positive Impact

The TMS creates a significant opportunity to:

Enable faster, more accurate customer responses
Improve customer satisfaction and transparency
Reduce time spent chasing information internally
Empower advisors to become more proactive and value-adding

Summary

For Customer Service Advisors, the TMS represents one of the more transformational (yet positive) impacts, shifting the role from:

Information chasers → informed customer experts
Reactive responders → proactive service providers

With the right training and support, this role is likely to see clear efficiency and engagement benefits post-implementation.

Customer Service Manager

Customer Service Manager - Impact Assessment

Role Overview

The Customer Service Manager is responsible for:

Leading and managing the Customer Service function
Ensuring delivery of customer service KPIs and performance standards
Acting as a key link between Customer Service and operational departments
Driving customer insight, complaints management, and service improvements
Supporting organisational strategy and acting as a Customer Ambassador

The role is both operational and strategic, with accountability for:

Team performance
Customer experience outcomes
Continuous improvement and insight

Nature of Impact

Impact Level: High

The introduction of the TMS will significantly enhance:

Data visibility
Performance management capability
Customer insight generation

The role will shift from:

Managing performance based on lagging indicators and fragmented data
→ to leading a real-time, data-driven customer service operation integrated with transport activity

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Operational Visibility	Reliant on multiple systems and manual updates	Real-time, integrated view of transport and delivery activity	Improved decision-making capability
Performance Management	KPI tracking based on historic/reporting data	Real-time KPI dashboards and performance tracking	More proactive management
Customer Insight	Reactive use of complaints and feedback	Structured, real-time insight and trend analysis	Stronger strategic input
Cross-Functional Working	Reliant on communication with planners and ops teams	Shared system visibility across functions	Improved alignment and collaboration
Customer Experience Strategy	Based on partial or delayed data	Data-led improvements and proactive service design	Enhanced customer proposition

Behavioural Impact

The Customer Service Manager will need to shift toward:

Leading through data and insight, rather than relying on experience alone
Driving a culture of real-time responsiveness and accountability
Moving from reactive issue management → proactive performance leadership
Increasing focus on continuous improvement using system-generated insights

This is a step change in leadership approach, requiring a more analytical and forward-looking mindset.

Skills & Capability Requirements

Area	Requirement
Data & Analytics	Ability to interpret dashboards, KPIs, and trends to drive decisions
System Understanding	Strong knowledge of TMS functionality and outputs
Performance Leadership	Using real-time data to manage team performance effectively
Change Leadership	Leading team adoption and embedding new ways of working
Cross-Functional Collaboration	Leveraging shared system visibility to align with Transport and Operations

Opportunity / Positive Impact

The TMS enables the Customer Service Manager to:

Lead a high-performing, insight-driven customer service function
Improve customer satisfaction and service reliability
Strengthen cross-functional alignment with Transport and Planning
Move the function from operational support → strategic value driver

Summary

For the Customer Service Manager, the TMS represents a transformational leadership opportunity, shifting the role from:

Managing service delivery → leading customer experience strategy
Reactive oversight → proactive, data-led leadership

With the right support, this role will be critical in embedding the benefits of the TMS across customer-facing operations.

Warehouse Operative

Warehouse Operative - Impact Assessment

Role Overview

The Warehouse Operative is responsible for:

Receiving, storing, picking, and loading stock

Supporting inbound and outbound warehouse activities

Maintaining accurate stock handling processes

Adhering to Health & Safety, quality, and customer requirements

Working collaboratively with transport, goods-in, and warehouse management teams

The role is primarily focused on the physical movement and handling of goods within the warehouse operation.

Nature of Impact

Impact Level: Low

The introduction of the TMS will have limited direct impact on the Warehouse Operative role, as the core responsibilities of receiving, picking, loading, and handling stock will remain unchanged.

Most impacts will be indirect, resulting from improved coordination and visibility between Transport, Planning, Customer Service, and Warehouse functions.

The role will continue to operate within existing warehouse processes, with only minor changes to communication channels and transport-related workflows.

Key Changes to the Role

Area	Current State	Future State (Post-TMS)	Impact
Communication with Transport	Updates provided through supervisors and transport teams	More accurate and timely transport information available	Low
Load Preparation	Based on planned transport schedules	Improved visibility of transport schedules and priorities	Low
Operational Coordination	Manual updates between departments	Enhanced transport status visibility	Low
Exceptions & Delays	Information may be delayed or communicated manually	Earlier notification of transport changes	Low
Daily Tasks	Picking, loading, and warehouse duties	No significant change to core tasks	Minimal

Behavioural Impact

Warehouse Operatives are unlikely to experience any significant behavioural changes as a result of the TMS.

However, there may be a requirement to:

Respond to transport updates more quickly where priorities change

Work within more structured transport schedules

Support improved communication between warehouse and transport functions

These changes are expected to be minor and should not fundamentally alter how the role operates.

Skills & Capability Requirements

Area	Requirement
Awareness	Understanding of how the TMS supports the wider operation
Communication	Awareness of updated transport priorities and schedules
Adaptability	Ability to respond to operational changes communicated by supervisors
Collaboration	Continued close working with transport and planning teams

No specialist TMS system training is anticipated for most Warehouse Operatives.

Opportunity / Positive Impact

The introduction of the TMS provides several indirect benefits to Warehouse Operatives:

Improved coordination between Warehouse and Transport teams

Greater visibility of transport schedules and load priorities

Reduced confusion around late changes and transport-related issues

More accurate and timely communication regarding outbound activities

Improved operational flow through better planning and scheduling

Enhanced customer service through more reliable delivery performance

Reduced need for manual queries between departments regarding transport status

Overall, the TMS supports a more organised and efficient operation, helping Warehouse Operatives work within a more predictable and coordinated environment.

Summary

The Warehouse Operative role experiences a low level of impact from the introduction of the TMS.

The role largely remains:

Operationally unchanged

Focused on core warehouse activities

Unaffected by the main system functionality

The primary changes relate to improved coordination, communication, and visibility between warehouse and transport functions.

With appropriate communication and awareness activities, Warehouse Operatives should experience minimal disruption while benefiting from improved operational efficiency across the wider Boughey Logistics network.