CUSTOMER PROFILE

From Single-Carrier Limitations to Scalable Freight Solutions

Our client is a leading Australian seating manufacturer supplying industries across agriculture, construction, marine, mining, transport, materials handling, and commercial office. Their products are distributed nationwide, with freight ranging from pallets and skids to smaller satchels for parts. Operating exclusively in the B2B market, they required a freight solution capable of supporting high-volume national distribution (including regional and rural locations) while maintaining the reliability and professionalism expected by their diverse industry partners.

Despite their established national footprint, the client’s freight management was hindered by several critical issues:

• Service Failures
  Customer service from their incumbent carrier was inconsistent, with extended response times, leaving delays unresolved and business relationships at risk.

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• Poor Cost Recovery
  With no structured process or visibility, freight charges were difficult to recover, leading to ongoing margin erosion.

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• Low DIFOT Performance
  Delivery In-Full On-Time (DIFOT) results were persistently poor, damaging customer trust and supply chain reliability.

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• Receiver Pays Complications
  Managing receiver pays freight was clunky, time-consuming, and prone to errors without a clear system in place.

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• Single Carrier Dependency
  Relying solely on one provider left the business with no contingency, limiting flexibility, driving up costs (particularly to regional and rural areas) and exposing them to service gaps.

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To address these challenges, we implemented a centralised freight management model designed to provide control, scalability, and transparency. Key elements included:

• Multi-Carrier Network & Contingency
  Introduced multiple carriers to provide flexibility, competitive pricing, and reliable regional delivery options.

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• Dedicated Customer Support
  Established a responsive support team to deliver consistent communication, proactive updates, and rapid resolution of issues.

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• Cost Recovery Transparency
  Implemented detailed reporting and analytics to ensure 100% freight cost visibility and recovery.

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• Streamlined Receiver Pays Process
  Automated and consolidated the receiver pays workflow, ensuring accuracy and reducing administrative workload.

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• Business Intelligence & Reporting
  Provided live reporting tools to track DIFOT, identify inefficiencies, and drive ongoing performance improvements.

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• Since adopting our solution, the client has seen significant improvements across service, cost, and efficiency:

  • 20% Improvement in DIFOT
    Greater delivery reliability strengthened customer trust and improved satisfaction across industries served.

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  • 150% Faster Customer Service Response Times
    Dedicated support ensured quick resolutions, reducing friction and enhancing client relationships.

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  • 100% Transparency for Cost Recovery
    Clear reporting and systemised processes enabled the business to fully recover freight costs, eliminating previous losses.

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  • 20% Reduction in Freight Costs
    A competitive multi-carrier model significantly lowered costs, particularly for regional and rural freight.

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  With a scalable and transparent freight solution now in place, the client has transformed their logistics into a reliable, customer-focused operation—delivering better service at a lower cost nationwide.