Switching between freight forwarder can be a stressful task, especially if you have been engaging their 3PL services for years. To engage reliable freight forwarders and develop a trustworthy relationship takes time and effort from both parties. As the relationship develops over time, it can be easy to forget to reassess if the service is ideal for your business.
However, if customer service levels drop, the relationship between your business and the freight forwarding company may need to end. Similarly, if your freight forwarder repeatedly fails or is not willing to adapt business changes, successful businesses know that it’s time to review the service provider and consider switching.
Read on to learn 4 signs it is time to review your current freight forwarder.
Recurring customer service issues
Customer service and satisfaction is a significant differentiator that sets any organisation apart from its competitors. Sea freight and air freight forwarding is a customer centric business where leading providers are likely to be recognised by heavily focusing on building stronger customer service functions. Human error is a reality for any service provider. If your business is frequently complaining or experiencing frequent service failures with no sign of improvement, it is time to reassess your freight forwarder and consider a logistics solutions provider with best practice customer service.
Unable to service growing business needs
In today’s economic climate, businesses are dynamic, progressive and constantly evolving. Successful business owners know that as a business grows, their 3PL and freight forwarding business requirements may outgrow the capabilities or scope of a current provider. Not all freight forwarders provide the same services, some specialise in sea freight and air freight while others provide customised contract logistics (warehousing) services. Some 3PL providers are state based and some have national footprints and global partnerships. If your business is expanding into multiple locations and your current freight forwarder cannot service your emerging business requirements, it is time to consider a well-established freight forwarder that delivers services that match your businesses evolving needs.
Behind in technology and market intelligence
To maintain a competitive edge, businesses ideally remain at the forefront of technological evolutions and continually gather market intelligence. Similarly, service providers including freight forwarders are likely to deploy the latest technology and market intelligence to assist you to stay ahead. While deploying the latest technology enables freight forwarders to maximise their potential in new markets, this gained market intelligence can assist in mitigating risks. Check whether your 3PL is proactively building these competencies so that your sea freight and air freight forwarding continues to give you an edge over your competition.
Good network of agents
For businesses that have global freight forwarding requirements, they ideally engage a 3PL that is a leading freight forwarder with a global network of agents and partners. Best practice businesses review the agency network of their freight forwarder, how long their global partners have been engaged and how they go about expanding and strengthening it. If these global services levels are not established, it is important to consider whether the service provider can fulfil your air freight, sea freight and 3PL warehousing requirements.
Freight forwarding is an important link in your supply chain and your freight forwarder must be capable to assist you in keeping this link strong. In a dynamic business environment, a leading freight forwarder is continuously working on adopting best practices and improving them. A freight forwarder who is not willing to adapt and will more than likely not be able to modernise your supply chain and keep you ahead of your competitors, which may make your business vulnerable. Successful Logistics and Freight Managers know these points are essential service measures that are a great indicator of when is the time to make the shift.
For more than a century, BCR has continued to help small, medium and large businesses achieve an optimum logistics solution with warehousing and transportation, including air freight and sea freight services to and from the major ports including Brisbane, Sydney, Melbourne, Adelaide and Fremantle (Perth).