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Elevating Trust in Freight Through Exceptional Customer Service

Elevating Trust in Freight Through Exceptional Customer Service

March 25, 2024

Let’s talk about what keeps the freight and logistics world spinning: customer service. It’s everything when it comes to building trust. With all the moving parts in shipping and handling, having someone you can count on makes all the difference. Here’s why top-notch customer support is key in a field that’s often wary of brokers and online platforms.

The Trust Deficit in Freight

Trust issues? In freight, they’re a big deal. Many people are skeptical about brokers and digital marketplaces. This skepticism can slow things down and make every transaction a bit more tense. When trust is low, the whole industry feels it.

Take, for example, DAT's rough week this March. First, errors in DAT’s Load-to-Truck ratio data were identified, and then the rollout of DAT One was fraught with glitches and issues before the system went dark on March 14 for around six hours. Another outage was reported on March 18, affecting DAT IQ and Rateview products for around three hours.

Conversations across social media called into question the integrity and reliability of the company—the leading U.S. freight exchange service with access to over $150 billion worth of shipment data. When DAT goes down, it ripples through the industry’s operations, bringing freight transactions to a halt.

Several big name digital freight brokerages face a slew of criticisms from users across websites like Reddit, X, and LinkedIn. The general issues boil down to the following:

Lack of Transparency: The black box of operations leaves many feeling like they're not getting the full picture.
Questionable Reliability: Complaints about delays and miscommunications are commonplace.
Service Discrepancies: One day, you get top-notch service; the next, it's like you're speaking to a wall.
Hidden Fees and Pricing Games: You guessed it—hidden fees and last-minute price hikes are major pain points, contributing to a sense of being taken for a ride.
Fraud and Security Concerns: Data breaches and fraud are very real threats. Stories of hacked information and fraudulent activities erode trust further

The Cornerstone of Trust: Exceptional Customer Service

Every invoice error, delayed payment, and lost or stolen shipment eats away at trust. What’s at the core of rebuilding this trust? Unparalleled customer service.

This isn’t to say problems can never happen; it’s about being there ready to solve these problems and making sure every customer feels heard and valued. It’s about keeping everyone in the loop and tackling issues before they blow up.

Overcoming Challenges: Fraud Prevention and Operational Excellence

In January, the Transportation Intermediaries Association (TIA) warned Congress about the pervasive fraud in trucking, reaching $800 million in costs. It’s ballooned beyond taking advantage of carriers and freight brokers. The issue has turned managing freight exchanges into navigating a minefield. Plus, the level of fraud within the supply chain constitutes a national security issue.

Some brokers have simply adopted strict policies when it comes to the setup of carriers from areas that are hotbeds for fraud and theft, like California. Working with these carriers involves supercharged vetting or outright refusal to engage despite the potential for missed opportunities with legitimate carriers.

Crafting a more secure and trustworthy ecosystem has become even more challenging. This means that exceptional service plays an even bigger role. Taking a stand against security is a key part of exceptional customer service and sends a powerful message: “We value your business and go the extra mile to ensure your peace of mind.

Integrating Tech and Human Touch

Think of CtrlChain as your go-to for making freight exchanges a breeze. They're combining smart data analytics with real-world expertise to keep things running smoothly.

In a world where trusting your logistics partner is everything, CtrlChain is stepping up big time.

Crystal Clear Transparency: Imagine being able to see every detail of your shipment—vehicle type, truck license plate, driver's name, where your order's at, and even all the paperwork, like Proof of Delivery (POD). CtrlChain makes this a reality for shippers. And for the carriers? They get all the info they need—pickup and delivery instructions, cargo details, you name it—straight up, no chasing emails or calls.
Fighting Fraud and Theft Head-On: CtrlChain's on a mission to keep your data and goods safer than ever. How? By making sure every interaction between carriers and shippers is as secure as it can be. They vet everyone thoroughly and keep a keen eye on them with checks that never stop. Shippers can even set up a "carrier allowlist" to make sure only their top picks are moving their goods.
Real-Time Updates, No Stress: Thanks to an app that carriers in the CtrlChain network use, everyone involved gets automated updates and real-time tracking. It’s like having a GPS for your shipment, offering peace of mind by letting you keep an eye on where your driver is at all times.
Scheduling Made Easy: No more waiting around. Shippers can set up specific times for pickups and deliveries, and carriers get to skip the queues at warehouses. Plus, if anything goes sideways, CtrlChain's operations team jumps into action to smooth things out and keep delays to a minimum.
Click, Ship, Done: Booking FTL spot quotes and lanes is just a few clicks away. CtrlChain’s platform is like the Swiss Army knife of logistics—everything you need in one place, from the get-go. No fuss to start, no hidden fees, just efficiency that cuts down on manual work and ditches the paperwork.
The Bottom Line? More time focusing on what you do best, less on the logistics legwork. And that’s not just good for easing your day-to-day; it’s great for your bottom line and ROI, thanks to boosted efficiency and productivity.

By the numbers:

In the end, it’s simple: invest in your customer service, and your customers will trust you with their business.

Let’s get down to brass tacks and talk about what CtrlChain is doing with real numbers and cases. It's all about making your life easier and your operations smoother.

Say Goodbye to the Old Ways:

Time Saved on Searching: Normally, hunting down carriers and juggling emails eats up 1 to 2 hours per load. Think about that. With CtrlChain, that hassle disappears. You're booking transport in under a minute because they've got the diligence, communication, and order setup covered. For a business moving 50 loads a week, you're looking at saving up to 2 full-time employees’ worth of work. Now, those are hours you can put back into your business where they count.

Instant PODs, No Waiting Game:

Proof of Delivery on Demand: Remember waiting weeks just to get a POD after the driver trundles back to base? Not with CtrlChain. Drivers snap a photo of the POD right after delivery, and bam, it's in your hands. No more delays, no more waiting.

Keeping ETA Worries at Bay:

Automated Scheduling: Spending hours on the phone trying to pin down ETAs or rescheduling pickups and deliveries can be a real drag. Not to mention the downtime if a driver's running late. CtrlChain's got this figured out with automation. If a carrier's going to be late, they know ahead of time and reschedule for you, keeping those dreaded waiting costs at bay and your schedule on track.

Real Impact, Real Fast:

Efficiency That Adds Up: What does all this mean for you? Less time fretting over logistics and more time doing... well, anything else. It's not just about easing the daily grind; it's about boosting your bottom line.