Provide Exceptional Customer Service
The central pillar of the trucking and transportation business, like any other service business, is providing exceptional customer service. It’s the key differentiator that grows your brand, retains existing clients, and builds long term partnerships for maximum success.
At Tretan Inc, owner and President Harry Driedger knew that customer service excellence was the key to his company’s success. He asked: how can Tretan provide greater value to our customers? How can I use customer service to win larger enterprise contracts?
After consulting with the transportation and trucking experts at FreightPath, Harry and Tretan discovered that they could fulfill their goals by providing their customers with real time shipment tracking, instant shipment booking, and faster, more transparent service.
Harry figured out the key to winning long term enterprise contracts was investing in technology that enabled Tretan to provide exceptional customer service.
This was the key benefit Tretan realized when they implemented the Transportation Relationship Management Platform - FreightPath.
In the mining and energy sector where Tretan specializes, it’s absolutely crucial that every stakeholder involved - at the trucking company, mine site, engineering firm, and on-site staff - know when and where materials and equipment are. With the huge scale of these operations, each hour of time lost from delayed shipments is immense. This is the challenge that Tretan was faced with when they began discussions with a major Canadian mining company. FreightPath was able to assist for a few key reasons:
- Real Time Track and Trace through the mobile driver app gives easy insight into shipment location and de-risks the project
- Customer Portal provides a birds eye view of all shipment activity and allows customers to book shipments instantly without phone calls or emails
- Ease of Use means that Tretan was able to set up FreightPath and provide services to its customers with no downtime
- Global Support allows stakeholders to track more than domestic shipments, with 20% of shipments coming from International sources
- Integrated TMS allowed Tretan to manage their transportation quickly and respond instantly to incoming booking requests
In this case study we’ll examine exactly how Tretan used FreightPath to win the trust of their customers and grow by over $19 Million in enterprise project contracts.
De-Risk Projects with Advanced Visibility
The first thing that FreightPath was able to do for Tretan and its customers was to provide advanced track and trace for all of its shipments through an easy to use and simple system. Harry and the Tretan team didn’t have the time to implement a complex tracking solution, and Tretan’s drivers wanted to control when their trucks were being tracked. The existing solutions available on the market - like integrated GPS tags - were either too complex, too expensive, or a combination of both.
FreightPath changed this by providing a simple and easy-to-use mobile app that allowed Tretan to dispatch shipments to drivers, and gave drivers the ability to send tracking information, proof of delivery, and delay alerts in real time to all the stakeholders of the project. What made this especially powerful was that the app gave drivers the ability to get paid faster, maintain control of when and where they were tracked, and receive dispatch notifications faster.
By having real-time information and alerts on shipments, the stakeholders of the project were able to lower both day-to-day and long term risks of the project, and predict and plan for delays in advance - lowering costs and increasing the bottom line.
Automation and Workflow Enhancements
The second piece of the puzzle that FreightPath was able to alleviate was by streamlining the workflow of receiving and fulfilling booking requests from project managers. Before FreightPath, booking requests had to be made over the phone or email through a chain of command becoming a literal game of broken telephone. Not only did this increase the chance of costly errors in the shipping process, it was a tedious process that drained shipdesk and dispatch employees alike. Nobody wants to be stuck to hours processing paperwork and filling out form for bureaucracy’s sake.
FreightPath was able to completely transform this process by introducing a custom customer portal for Tretan. Through this online trucking store, bookings were created instantly from customer requests, and documents like the bill of lading and shipping labels were generated automatically. This cut time spent on paperwork and booking at Tretan dispatch by over 75% - especially since these documents and details could be shared directly with customers through a portal or web link without emails or calls. This allowed Tretan to provide service that was faster, more cost effective, and less error-prone than their competitors.
Onboarding and Implementation
None of these other benefits could be realized if the platform wasn’t implemented on time and on budget. This is where a flexible cloud-based system like FreightPath excels. Without any need for expensive integrations and new hardware, FreightPath was able to train, implement, and onboard Tretan through a train-the-trainers change management strategy in under a week’s time. This type of white glove onboarding and ongoing support made sure that every aspect of the customer journey was as frictionless as possible for the stakeholders at Tretan.
A Quick Recap
Here’s a quick recap of what Tretan Inc was able to achieve by implementing FreightPath TRM:
- Closed over $19 Million in new enterprise deals
- Over 75% reduction in time spent on bookings and paperwork
- Over 4000/month shipment experiences improved
Harry and the Tretan team know that there are still many opportunities with current and future Tretan customers where FreightPath can make a difference. In this vein, Tretan is planning to expand implementation of FreightPath throughout its projects and organization - in some situations with FreightPath’s newest early release features. Tretan Inc has only just scratched the surface of the possibilities that FreightPath has enabled.