Making Customer Service Rewarding with Freight Management Software for Competitive Advantage

Customers are drivers of any business. Therefore, providing value-added services goes a long way in forging a sustained business relationship. One such value proposition becomes providing transparency and convenience while honoring their requests. Freight Forwarders of the modern age are becoming increasingly aware of the need to do more for the customer. Faster response to quotations, ease of tracking, and comprehensive visibility are the pillars for enhancing customer service in Freight Forwarding. Let's explore them in the following space.

Faster response leads to speedy decisions

The Freight Forwarding industry has undergone drastic changes over decades. Back in the day, shippers' requests for quotes could take days to receive a response. This was due to the lack of technology to consolidate the transport, customs, carrier, and other related charges. Cut to 2021, shippers are under increased pressure to deliver goods faster. Subsequently, the increased demand for faster response on quotes has become the norm for Freight Forwarders. 

Leveraging technology, specialized solutions are now available to provide competitive quotes to customers and shippers. An environment with heightened competition causes shippers to make quick decisions. Freight Forwarders could lose out on business opportunities if they take longer than average to provide shippers with quotes.

Enhancing customer experience

The first encounter for a shipper with a Freight Forwarder is when a quote is requested for a particular shipment. Through a web portal, email, or phone call, a shipper can get a quotation from a forwarder. The convenience of your customers must be your priority. The shipper gets welcoming confidence when the request is placed easily through your portal. Yes, freight forwarding solutions like Logi-Sys from Softlink Global allow you to integrate capabilities like creating Bill of Lading Drafts, B/L printing, accounting statements in your website or portal. Freight Forwarding ERP solutions are built as a one-stop solution for your needs. If your customers can track their RFQs and get the status of their shipments in one place, they are likely to stick by you long-term.

Ease of access and simplified reports

As aggregators for the delivery of goods, Freight Forwarders form a bridge between the producers and end consumers. Indirectly, an increase in consumer consumption calls the Freight Forwarder in action heavily. Hence, tracking and tracing provision ensure both parties know the ETD and ETA of their consignments. 

In B2B, the volumes of shipments are enormous. Through modern freight management software, this complex detail is presented in clear and centrally accessible reports for your customers. To take your customers' faith in you higher, the solutions can even automate this for you. Milestone fulfillments and pre-defined frequency make updates and reports automatically sent to the customers by the system itself.

Customer service can be a powerful tool to drive more business towards your organization. Freight management software use data to create insights that are geared towards keeping the customer as the focus. Technology helps to unlock the true worth of Freight Forwarding.