The Future of Freight Is All About Customer Experience

Future Of Freight Is All Customer Experience - Two People Looking At A Phone

Creating a positive customer experience is widely believed to be the best way for companies to secure more customers, move more freight, and deliver on higher expectations. In fact, according to Air Cargo News, 61% of supply chain leaders believe experience will become the next top differentiator, replacing cost, within the next five years. For that reason, all processes need to reflect a focus on freight experience—a key driver for customer satisfaction

Updated Way of Approaching Freight Management

A handful of important clients can often account for the majority of income for both large and small trucking companies and 3PLs.

The problem is that the traditional framework of an 80/20 split of revenue for LSPs and freight transport is no longer viable. And continuing to follow that strategy, in many cases, is no longer paying the desired dividends. 

A change to a new, updated way of approaching freight management and customer communication is essential for any freight or transport company to survive today.

Freight Experience Focus Creates Opportunities to Recapture Revenue

Today’s shifting market and changing focus to customer-centric communication and services has presented many opportunities for those in the trucking industry.

Digital freight management allows managers to make critical changes in how they move and transport goods. As demand for more shipments flood the roads, airports, and seaports, bottlenecks occur more frequently. Often, this spurs costly delays and consequences for the company and the customer alike. As explained by Deloitte:

“Orchestrating around these bottlenecks remains an enormous challenge, with fragmentation at the core of the issue. A global shipment can involve up to 30 different organizations and more than 200 different interactions, but without horizontal connectivity to each other, cargo owners or the end customer can make coordination difficult. This is a systemic challenge across the movement of goods, perhaps nowhere more pronounced than the trucking industry.”

The solution to this dilemma is a digital method of organizing shipments to be more streamlined so there are fewer handoffs. Ultimately, this translates to fewer opportunities for problems, delays, or bottlenecks during the transportation process. A digital approach to freight management can cut costs and help fleets recoup revenue that is being lost on “experience” factors, like shipment tracking and handling issues.

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5 Tips to Add Brand Value by Outsourcing Freight Management

Supply chain leaders should follow these tips to add brand value and enhance freight experience through outsourced transportation management:

  1. Use crowd sharing that improves shipping process. A new trend growing in some trucking markets is the idea of crowdsourcing trucks to group deliveries into a more streamlined process. This means one fully loaded truck can make the trip rather than sending four half-empty trucks to the same place. This creates a freight experience based on the Gig Economy and leveraging all available resources.
  2. Apply sustainable shipping to attract customers. Many customers increasingly prefer to work with a company that aligns with their own goals and morals. Outsourcing work can help fleets align with their customer’s core values.
  3. Outsource to let workers do their jobs. Not everyone is skilled at every job. You may not have someone on hand to take care of every need as it arises. It may make more sense financially to outsource certain operations. This can free up resources to focus on other priorities.
  4. Leverage how digital data management streamlines operations. Going digital  streamlines and and accelerates processes greatly. Rather than searching through paper records or relying on humans for calculations, digital management makes everything faster and more accurate.
  5. Improve customer support and communication with real-time data. Outsourcing and digitizing the most basic processes in the trucking industry can help to improve customer relations and experiences. Responding to feedback and problems quickly and professionally is easier with a streamlined approach.

Partner With a Global Freight Management Company to Succeed

The future of freight experience is certain to keep evolving. Shippers, carriers, LSPs, 3PLs, freight forwarders, and brokers all need to embrace the next best way to improve customer experiences and save resources. And digital freight management platforms, reliant on advanced algorithms, automated processes, and streamlined freight settlement are key.

Request a Demo of the MercuryGate Platform in Action Today to See More About How Digital Capabilities Are Built for the Best Customer Experience

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