Posts

Case Study: Thurston, Inc.

The Client

“I didn’t realize how easy it could be. Night and day difference,” raved Amanda with Thurston, Inc., a leading hybrid seed brokerage, while speaking of the difference in their freight shipping from one year to the next. And she gives full credit for the change to Ingrid. 

You see, Ingrid is one of our logistics experts, and after she and Amanda met, Ingrid promised Amanda she would never have to worry about what was happening with her freight again. Ingrid has been making good on that promise ever since. 

Opportunity for Improvement

Before Agforce and Ingrid, Amanda was working with multiple sources to move her truckload and LTL freight. The general nature of Thurston’s business means there is sensitivity around blind shipping. So, they need good communication and affirmation for peace of mind. They need to know the shipper and consignee will stay unknown to each other. Their previous resources didn’t give them much reassurance around shipments being picked up, let alone confidence the paperwork would be handled correctly. 

Amanda wears a lot of different hats at Thurston. There is simply not enough time in the day for her to get everything done if she’s constantly checking on the state of their freight. Plus, she knew that if she didn’t receive communication from the 3PLs and carriers she tendered freight to, her customers weren’t receiving any updates either. They couldn’t allow their freight shipping to leave a sour taste in their client’s mouths. 

Solution Design

Ingrid’s goal: Give Amanda the confidence to know her freight is handled. Ingrid and the team laid out a communication plan that prioritized immediate response when Amanda submits a load for pickup, and they reach out with updates so she can know things are on track. Ingrid wanted to ensure Amanda could work on the other things that keep Thurston running, and doesn’t have to worry about follow up with her freight. 

Today’s Processes 

Amanda shared, “It’s been a big weight off my shoulders. Agforce just makes freight easier.” She went on to tell us the amount of time she has to spend dealing with freight has been cut down due to the good service and communication from Ingrid. During their heavy truckload season, they used to wait up to two and a half weeks between loads while their 3PL sourced equipment. Ingrid put processes in place and found carriers that appreciated the regularity of Thurston’s freight with multiple loads in the same lane to secure the best service. Thurston made it through their busy shipping season in record time! 

Amanda knows she’s not alone in her appreciation of Ingrid. Their customers even remark on how great Ingrid is to work with and appreciate the quality drivers she sends to their facilities. 

If your freight shipping could use someone like Ingrid, let’s talk. Wouldn’t you like some time back to focus on the other stuff? Together, we can move your business forward. Give us a call at 877.367.2324 or email us at inquiry@agforcets.com.

The Experience Makes a Difference

Great customer experience. It’s a hot topic right now across many industries, including transportation. But, how do you know you are getting the best experience? It may be a gut feeling, intuition, but let’s see if we can pinpoint some checklist items for a strategic evaluation. And, while we’re at it, let’s tackle why experience matters. It can be impactful to your business with consistent deliverables that free up your time. A great experience also means you have a business partner that is engaged in your success — and that equals a boost to your bottom line.

Ok, that’s all well and good, but what is a great customer experience?

Well, at its core it is convenience. Nothing about your experience with a vendor should be hard. With a 3PL that has created an exceptional customer experience, you should be walking on Easy Street. They’re going to excel at three things.

1. Communication

They will be in touch with you for anything that needs your attention in a timely manner. Communication will be proactive, and when you reach out, they will respond. You shouldn’t feel like things are murky or information is being withheld. Transparency will be apparent. Here are a few other things you should look for:

  • Honesty: It’s the foundation of trust for a true partnership.
  • A relationship: Is your communication meaningful? Can you feel a growing connection?  Do they care about your success?
  • Reliability: They should take ownership of what you task them with. If they cause you stress, move on. A great 3PL experience will be consistent and provide peace of mind.
  • Vision: Do they seem to have a plan for improving your business? Look for a forward-thinking partner that helps you move the needle.

2. Technology

Enhanced performance comes from the right technology. Your 3PL should be able to spot trends and make recommendations to keep your shipping on track and on budget. In addition, they will provide you valuable, real-time data.

3. People

The royal treatment from a 3PL means they will have great technology, but they won’t hide behind it. They will invest in the right people. Beyond the right people, they will make sure you are working with the individual that best matches up with your business. How will you know they make their people a priority?

  • Everyone you talk to is engaged. They take their time to understand you.
  • The 3PL invests in their team’s growth with training and education.
  • It’s not just lip service. They have the right people to execute the plan.
  • Employees are all rowing in the same direction. They are like-minded, focused on the same outcome.
  • You will feel like the center of the universe because the customer is at the center of everything they do.
  • They will take a holistic approach. Not only will they know your shipping inside and out, they will understand your entire business model.
  • Your representative will be collaborative — a true partner — because that is how their own team thrives.  

Summary

With a great customer experience you will find an evolving relationship that focuses on your long term goals. The attention you receive will not stop after onboarding, but rather it will build into something meaningful for your business. A great experience with a 3PL will foster growth with consistent processes driven by communication, technology and the right people. Now you should experience this: Agforce. You’ll find a true partner that acts as an extension of your business and in your best interests. Together, we can free up your time, get you peace of mind and grow your bottom line. Give us a call at 877.367.2324 or email us at inquiry@agforcets.com.