Why customer experience matters in freight forwarding

Why customer experience matters in freight forwarding

Customer experience is the cornerstone of quality freight forwarding. The freight landscape is constantly changing, which is why businesses need direct access to the latest news and insights. As part of this, they need a freight forwarder they can rely on to represent their best interests. Exceptional customer service can be the difference between costly issues and supply chain success. 

At Stockwells, we strive to create an experience of ease, support and efficiency for our clients. Our experts help alleviate the burden that freight forwarding can place on your business. We go above and beyond to ensure each shipment is delivered as smoothly as possible. This involved detailed planning in preparation for the shipment and ongoing communication throughout the entire journey. It’s a deeply personalised approach that uplifts your supply chain across sea, road, air and rail. 

Keep reading to explore what quality customer experience looks like and why it’s so important to businesses seeking a freight forwarder. 

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Solving supply chain issues faster

As every supply chain manager knows, timeliness is essential. An integral part of Stockwells’ customer experience is supporting your business through freight forwarding challenges in a timely manner. These challenges may include fluctuating shipping costs, compliance with customs regulations or communicating important handling requirements. If they arise, our experts are ready to resolve them as fast as possible. 

We pride ourselves on responsiveness and offer our clients 24/7 support. While our supply chain consultants will work to prevent potential issues, we’re always ready to help if needed. We know that every second counts. That’s why our team communicates with each other to ensure we have all the information we need to find a sustainable solution, quickly. 

The role of personalisation

There’s no one-size-fits-all supply chain solution, which is why ours are deeply personalised. We make strategic recommendations based on your unique budget, timeframe and cargo type. 

For example, we’ll create a tailored port transport plan to deliver your cargo to the warehouse. By coordinating our fleet of trucks and third party contractors, we’re able to optimise each step along the way. Not only does this prevent additional container hire costs, but helps to uphold safe and timely delivery. We perfect as many details as possible to reduce costs and delays across the board. 

Seamless customs clearance

Our personalised customer experience extends to areas like our customs brokerage services. Whether you’re transporting goods by air or sea, we help you import and export with ease. 

We’ll designate one of our customs brokers to your account to ensure compliance with the latest customs legislation. This allows us to keep you up to date with things like quarantine or fumigation requirements, so you can be prepared for possible delays. With specialised knowledge on imports into Australia and sending freight from Australia to the USA, we navigate customs complexities with the utmost efficiency. 

Where human care needs and advanced technology

Our dedication to quality customer experience can be felt across our in-person and digital touch points. In addition to our designated account managers, customers brokers and 24/7 customer support, we leverage technology for end-to-end ease. 

One of the ways we do this is through our new Track and Trace portal. The recently-updated destination gives you direct access to areas like shipment details, operational analytics and orders. Designed to be user-friendly, customisable and always available, it’s an online extension of our personalised customer experience. 

Experience the Stockwells difference

We go above and beyond to create a seamless customer experience because we care about your business’ success. As a family-owned and operated company with a worldwide reach, we understand the importance of trusting your freight forwarder. It’s a people-first approach that can relieve stress on your team, satisfy your customers and ultimately increase your bottom line. 

If you’d like to learn more about switching to freight forwarding with Stockwells, feel free to send us an enquiry. One of our friendly team members will be in touch with you soon. 

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