February 17, 2022

How to Improve Customer Experiences With a Freight Forwarding SaaS

Miles Varghese
Miles Varghese
Helping independent freight forwarders/brokers better stay in-sync, collaborate, and improve operations with their shippers/clients. Co-founder & CEO @ Cargologik.com

Like any other business in just about any other market out there today communication and customer interactions are vital to supply chain growth and success. In the highly-competitive markets today, e-commerce freight forwarding is in higher demand than ever. As such, forwarders need to take vital steps to hear the concerns of their customers. Moreover, automated responses, real-time tracking, and a focus on freight forwarding SaaS can help to strengthen and streamline communications within the freight collaboration network. This, in turn, can help management better address issues and concerns as they arise while exceeding customer needs and expectations. All of this relies heavily on a well-integrated freight forwarder platform and system.

1. Recognize the Pitfalls of Traditional Freight Forwarding Systems

A fully integrated and streamlined freight forwarder platform can help forwarders overcome many of the common pitfalls that have plagued the industry. Problems such as communication delays, human error, ongoing productivity issues, slow disruption response, inaccurate planning, and poor customer service can all be addressed and remedied with an innovative forwarding platform and service approach. Modern approaches to freight forward remove many of these pitfalls and can strengthen e-commerce platforms.

2. Benchmark Current Customer Experiences and Needs

E-commerce freight forwarding is all about meeting customers where they are and supplying them with the services and experience that they demand. As highlighted by FreightWaves, “Freight forwarders that do not adapt will lose market share and become obsolete, while those that innovate and employ technology will emerge as share takers and winners in the next decade.” Meeting and exceeding customer expectations and demands is a critical part of freight forwarding services and must remain a primary focus for management.

3. Use Data to Set Goals and Pursue Them

Another benefit to be gained from an innovative freight forwarder platform is the ability to scale and adapt as needed. Setting goals and working towards them becomes easier when team members have access to real-time data and information. Setting goals and adjusting focus as needed to take into account current market trends and customer demands is much easier with reliable data on hand. Scaling and adjusting is the name of the game for forwarders in today’s highly competitive freight forwarding business market.

4. Integrate Your Forwarding Tech Stack

A shift in focus towards freight forwarding SaaS can help forwarders extend their reach and attract more customers. The ability to integrate modern technology, including innovative tools, collaborative platforms, and cloud-based dashboards, can only improve overall productivity and growth within any supply chain network. Embracing modern technology and integrating freight shipping tech stacks that are designed to work across the network will go a long way in improving customer service and experiences.  

5. Automate Shipping Notifications and Exception Management

In the supply chain today, automation has become the dominating feature that separates the modern-day players from the old-timers. Automatic updates, push notifications, on-demand tracking, and real-time communications all work to improve customer experiences. Exception management and response are a big part of e-commerce freight forwarding in the volatile and competitive landscape of digital freight. Keeping customers up to date about order status and progress is vital for maintaining customer loyalty.

Realize the Benefits of a Freight Forwarding SaaS With Cargologik

Proper use and integration of a digitally-backed freight forwarder platform can help freight forwarders be more efficient and productive. End-to-end services benefit from innovative data and enhanced communications. With continued focusing being placed on e-commerce freight forwarding services, the need to embrace SaaS and improve customer experiences has never been greater. Contact Cargologik today to sign up and learn how to take customer service to the next level.

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