Mobile Technology: A Lifeline and a Challenge in Transport & Logistics

By Michael Dyson, VP for Sales, APAC at SOTI

As Australia’s transportation and logistics (T&L) sector becomes more dependent on mobile technology, this digital transformation brings incredible opportunities and complex challenges. Mobile devices are crucial for everything from real-time tracking and communication to managing deliveries and inventory. Yet, despite their widespread use, SOTI’s latest research reveals ongoing inefficiencies, with Australian T&L employees losing an average of 16 hours per month due to mobile-device-related downtime.

This issue isn’t just a minor hiccup in the system—it’s a significant bottleneck, hindering productivity, increasing employee stress and affecting customer satisfaction. The research, published in The Road Ahead: Driving Digital Transformation in T&L, underscores the pressing need for more seamless integration of mobile technology into daily operations.

The High Cost of Downtime: A Lingering Problem

Despite advancements in mobile tech, downtime remains a persistent issue. According to SOTI's findings, the sector has made only marginal improvements, with downtime decreasing by less than an hour since 2021. This limited progress is surprising, given the rapid pace of technological innovation. The result? Thousands of hours are lost annually across the industry, directly impacting business performance and profitability.

For T&L providers, every minute of downtime represents a missed opportunity. With the sector under increasing pressure to meet tight delivery windows, inefficiencies affect timelines and impact customer trust. Downtime also drives up operational costs, as employees are often forced to work overtime to compensate for delays. In fact, 27% of workers report logging overtime hours to make up for tech-related disruptions, while 30% lose their bonuses and 27% forfeit time-off allowances because of these delays.

Device downtime is not only a technical issue, but it’s also a business challenge. Companies are losing productivity, their staff are facing increased pressure, and customer satisfaction is at risk. Reducing downtime and improving troubleshooting capabilities are crucial steps toward better operational efficiency.

Addressing the IT Support Gap: The Need for Real-Time Solutions

One of the most glaring issues in the T&L sector is the lack of immediate IT support when things go wrong. SOTI’s research reveals that 39% of drivers do not have access to real-time IT support on the road, leading to prolonged downtime. Furthermore, 32% of employees struggle to diagnose the problem or identify the next steps when a device malfunctions. This lack of support causes delays, missed deliveries and ultimately dissatisfied customers.

A more proactive approach to IT support is needed. Solutions such as remote diagnostics and real-time device management platforms can help resolve issues before they lead to downtime. By monitoring battery life, network connectivity and app performance, companies can address potential problems early. For example, remote access tools enable IT teams to troubleshoot devices in the field, significantly reducing downtime and keeping employees productive.

By implementing these advanced support tools, companies can greatly reduce stress on employees, allowing them to focus on delivering goods safely and on time.

Security Concerns in Mobile Technology

Despite progress in training employees on mobile data security, concerns remain high. According to the research, 53% of employees worry that customer data could be compromised if devices are lost or stolen. Additionally, 54% are concerned about data breaches when devices are shared among multiple workers. In an industry where data privacy is paramount, these concerns need to be addressed head-on.

Balancing operational efficiency with robust data security protocols is a challenge, but it’s essential. Solutions such as secure user logins, device tracking and data encryption are critical in mitigating risk. Integrating Enterprise Mobility Management (EMM) solutions like SOTI MobiControl can ensure that only authorised users access sensitive data, adding another layer of protection against security breaches.

Prioritising security-first strategies, from stronger encryption to better user authentication, can help companies keep both employees and customers safe while maintaining operational efficiency.

Reverse Logistics: An Overlooked Efficiency Drain

Another major time drain is reverse logistics. With 37% of an employee’s day dedicated to returns and only 9% of companies outsourcing this process entirely, the inefficiencies in managing reverse logistics are stark. Yet, this is an area where mobile technology can truly shine.

By leveraging real-time tracking tools, companies can streamline the returns process, making it easier for drivers and warehouse staff to manage returns efficiently. Real-time updates can help reduce delays, ensure that returned items are processed quickly and improve overall customer satisfaction.

Optimising the reverse logistics process through technology frees up valuable time and resources, leading to more efficient operations across the board.

Sustainability: A Growing Priority for Employees

One of the more surprising findings in the report is the link between sustainability efforts and employee retention. The research reveals that 55% of employees would consider leaving their jobs if they felt their employer wasn’t doing enough to protect the environment. While 100% of Australian companies report taking steps toward sustainability, 63% of employees believe more could be done.

Sustainability is not just a corporate responsibility—it’s a key driver of employee satisfaction. Integrating sustainable practices into T&L operations, such as reducing emissions through optimised delivery routes or minimising waste in reverse logistics, can help companies meet both their environmental goals and employee expectations.

Employees are looking for companies that align with their values. By focusing on sustainability, T&L companies can not only attract and retain top talent but also build a more resilient, future-proof operation.

The Future of T&L Is in Digital Transformation

While mobile technology has brought significant improvements to how companies operate, there is still work to be done. By addressing issues like downtime, IT support, data security and reverse logistics, T&L providers can unlock new levels of efficiency and employee satisfaction.

With a greater focus on proactive solutions, real-time support and sustainability, the future of transportation and logistics is bright—for companies willing to embrace the change.

 For more information on SOTI’s latest report, The Road Ahead: Driving Digital Transformation in T&L, please click here.