Real-time Freight Visibility Drives Customer Satisfaction

Aiming to improve customer and carrier relationships, Sun-Glo implemented the automated Descartes MacroPoint real-time freight visibility platform. The solution leverages a combination of carrier connectivity through carrier dispatch/TMS solutions, electronic logging device (ELD) connections, and the Descartes MacroPoint mobile app to provide real-time load location and status. By spending less time tracking shipments, the Sun-Glo team increased operational efficiency and improved customer service through better on-time delivery performance, timely updates, and a reliable system of record. \n“We used to average 6 check calls per load, which was time-consuming and ultimately ineffective; we’d often only be notified of a late delivery when our customer called. Now we can view the location and updated ETA of every shipment, simultaneously, in real-time, and provide automated departure, pre-arrival, and arrival notifications to our customers,” said Shannon Bush, Manager, Transportation, at Sun-Glo. \n“Costly penalties and fees were taking a bite out of our bottom line. Grocery customers were levying late fees as much as $500 per late load, and processing plants would often charge $100 for each hour that a truck was late,” noted Bush. Descartes MacroPoint helped Sun-Glo put the brakes on customer penalties and carrier detention fees by proactively identifying shipments at risk for late delivery and taking the appropriate actions to manage the disruption. In addition, the platform’s geofencing capabilities and detailed tracking history simplified the process of verifying the legitimacy of detention claims. Bush added, “We can manage our carriers more effectively now. Sometimes carriers would submit a detention, but we couldn’t easily tell if it was legitimate, or if they were simply late and missed their appointment. With Descartes MacroPoint, we can see the carrier’s actual time of arrival.”