This customer is a leading supplier of gym equipment, catering to both businesses (B2B) and direct consumers (B2C) across Australia. Their product line includes everything from small fitness accessories to large, heavy-duty gym machines, often requiring complex logistics to ensure smooth deliveries. The customer’s shipments regularly involve both residential and commercial addresses, adding further challenges like access issues and oversized freight. Their operations span nationwide, and they require specialised transport solutions, including crane trucks, same-day couriers, and customised delivery plans, to meet the unique needs of their customers. Prior to partnering with CFS, they struggled with delayed deliveries, freight being stuck at depots, and inconsistent transport management across multiple brokers.

Before partnering with CFS, this customer faced significant logistics challenges that hindered their ability to meet customer demands and manage their diverse freight needs efficiently. Below are some of the key issues they encountered:

•  Depot Delays and Freight Bottlenecks
  The customer regularly experienced their freight being delayed or stuck at depots, especially when dealing with oversized or hard-to-handle items. These delays occurred because their existing carriers struggled to manage complex deliveries requiring specialised equipment such as crane trucks or tailored last-mile solutions, causing significant delays and frustration for both their team and their clients.
  
  Inconsistent Delivery Solutions Across Multiple Providers
  Relying on several transport providers to manage their freight, the customer found it challenging to achieve consistent delivery performance. Each provider offered varied service levels, and while they could address basic delivery needs, they often lacked the ability to handle complex deliveries. This led to missed delivery windows and a lack of accountability, as no single provider could offer a comprehensive solution for all their requirements.
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• Frequent Partial Deliveries
  Due to the size and nature of their products—ranging from large gym machines to smaller accessories—the customer faced a high frequency of partial deliveries. This disrupted their operations, as their team had to spend additional time managing and coordinating the delivery of remaining items. These partial deliveries not only led to delays in fulfilling client orders but also increased handling costs and created frustration among their customers.
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• Limited Control Over Specialised Deliveries
  Specialised delivery requirements, such as crane truck services or urgent same-day shipments, were a regular need for the customer. However, their existing brokers struggled to provide flexible, end-to-end solutions for these more complex deliveries. As a result, the customer had little control over ensuring the timely completion of these deliveries, often needing to source additional providers for final-mile solutions—leading to higher costs, delays, and inefficiencies.
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• Complex Delivery Requirements for Residential Addresses
• The customer frequently needed to deliver large gym equipment to residential addresses, which posed significant challenges for their previous brokers and carriers. These deliveries often required specialised vehicles or equipment, such as tailgate lifts or crane trucks, due to limited access or oversized freight. The customer struggled to find a reliable provider that could accommodate these needs, leading to delays, failed deliveries, and additional costs when items had to be reattempted or redirected.
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• Lack of Visibility and Tracking for Shipments
  With multiple brokers involved in managing their freight, the customer faced limited visibility over their shipments. They had no centralised tracking system, which made it difficult to monitor the status of their deliveries in real-time. This lack of transparency not only resulted in delays when shipments were stuck or misplaced but also hindered their ability to provide accurate updates to their own clients. The inconsistent communication between carriers further compounded the issue, leaving them unable to manage delays proactively.

CFS implemented a tailored, end-to-end freight management solution designed to address the customer’s diverse delivery challenges. Key aspects of our solution included:

• Consolidated Freight Management
  By bringing all of the customer’s transport needs under one platform, CFS eliminated the need for multiple brokers. This provided the customer with a single point of contact for all shipments, simplifying their processes and reducing the inefficiencies caused by managing several providers.
  
  Specialised Delivery Solutions
  CFS addressed the customer’s need for complex deliveries—such as oversized items to residential addresses—by leveraging a network of carriers equipped with crane trucks, tailgate lifts, and other specialised vehicles. We also provided same-day couriers and urgent delivery services, ensuring the customer could meet tight deadlines and fulfil both B2B and B2C orders without delay.
  
  Final-Mile Delivery Coordination
  For shipments that previously got stuck at depots, CFS stepped in with a reliable final-mile solution. Our project management expertise and broad carrier network allowed us to arrange local couriers and carriers to complete deliveries, reducing delays and ensuring freight reached its destination.
  
  Direct Load Solutions
  For bulk shipments, especially when moving large quantities of gym equipment between warehouses, CFS introduced direct load services. This reduced the number of handling steps, eliminating the risk of lost or damaged freight, and significantly sped up the delivery process for major shipments.

• The partnership with CFS delivered transformative outcomes for the customer, providing operational improvements and cost savings. Key results include:
  
  Reduction in Delivery Delays
  With CFS managing their freight, the customer saw a 95% reduction in delivery delays, ensuring shipments arrived on time and eliminating previous bottlenecks that often caused disruptions.
  
  Increase in Repeat Orders
  Thanks to CFS’s reliable service and improved delivery consistency, the customer experienced a 45% increase in repeat orders from their clients, as they were able to meet customer expectations with greater accuracy and speed.
  
  Partial Delivery Reduction
  By implementing direct load solutions and specialised delivery services, CFS helped the customer achieve an 85% reduction in partial deliveries, allowing them to deliver complete shipments more reliably and avoid unnecessary delays.
  
  National Freight Savings
  Through optimised delivery routes and cost-efficient carrier selection, the customer realised a 25% national freight savings, reducing their overall logistics expenses while maintaining high service levels.