Case Studies Real-Time Freight Visibility Enhances Customer Service and Boosts Productivity

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	Real-Time Freight Visibility Enhances Customer Service and Boosts Productivity

Real-Time Freight Visibility Enhances Customer Service and Boosts Productivity

Technology Category	Analytics & Modeling - Real Time Analytics Functional Applications - Fleet Management Systems (FMS) Networks & Connectivity - Cellular
Applicable Industries	Transportation
Applicable Functions	Business Operation Logistics & Transportation
Use Cases	Fleet Management Predictive Maintenance Supply Chain Visibility
Services	System Integration Training
Challenge	With 100 trucks and a freight brokerage business that was doubling year over year, Circle Logistics was trying to keep pace with exponential growth. Customer demand for real-time status of freight was also increasing. Plus, without real-time visibility, employees were spending too much time on the phone checking load status. The company realized that, in order to meet rising customer expectations and its commitment of providing no fail service, personalized communication and innovative solutions to upgrade its shipment tracking and monitoring practices were critical. Read More
About Customer	Circle Logistics is a freight broker providing logistics solutions to a wide array of customers in the continental United States, Canada, and Mexico across all modes of transportation including dry van, flatbed, reefer, expedite, oversize, and air. The company operates with a fleet of 100 trucks and has been experiencing exponential growth, doubling its freight brokerage business year over year. Circle Logistics is committed to providing no-fail service, personalized communication, and innovative solutions to meet the rising expectations of its customers. The company aims to enhance its shipment tracking and monitoring practices to keep pace with customer demand for real-time freight status. Read More
Solution	To address growing customer demand for real-time freight status, Circle Logistics implemented the cloud-based Descartes MacroPoint freight tracking software, which enables the company to view the real-time location, status, and updated ETA of every shipment simultaneously. By closely monitoring and evaluating the real-time movement of all loads via one platform, Circle Logistics can identify potential supply chain disruptions before they occur and make corrections quickly to maintain excellent service. Automated departure, arrival, and pre-arrival notifications keep customers apprised of the status of their freight and proactively alert them to any exceptions. Circle leveraged the extensive Descartes MacroPoint network of connected carriers to accelerate carrier compliance, achieving close to 50% compliance quickly after the solution was implemented. Subsequently, by tying compliance to carrier rep compensation in conjunction with driver training on the solution, the percentage jumped to over 80%. To boost this even further, Circle moved to initiate tracking on the day prior to the shipment date, instead of on the shipment date—pre-planning 12+ hours in advance drove compliance to over 90%. Today, Circle is close to achieving 100% tracking success with a focus on ELD integrations. Descartes MacroPoint provides multiple ways for carriers to provide tracking data, including using their TMS or telematics connections, or via MacroPoint for Truckers, the most downloaded tracking app of any visibility provider in the market. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Functional Applications - Fleet Management Systems (FMS)

Networks & Connectivity - Cellular

Applicable Industries

Transportation

Applicable Functions

Business Operation

Logistics & Transportation

Use Cases

Fleet Management

Predictive Maintenance

Supply Chain Visibility

Services

System Integration

Training

Challenge

With 100 trucks and a freight brokerage business that was doubling year over year, Circle Logistics was trying to keep pace with exponential growth. Customer demand for real-time status of freight was also increasing. Plus, without real-time visibility, employees were spending too much time on the phone checking load status. The company realized that, in order to meet rising customer expectations and its commitment of providing no fail service, personalized communication and innovative solutions to upgrade its shipment tracking and monitoring practices were critical.

About Customer

Circle Logistics is a freight broker providing logistics solutions to a wide array of customers in the continental United States, Canada, and Mexico across all modes of transportation including dry van, flatbed, reefer, expedite, oversize, and air. The company operates with a fleet of 100 trucks and has been experiencing exponential growth, doubling its freight brokerage business year over year. Circle Logistics is committed to providing no-fail service, personalized communication, and innovative solutions to meet the rising expectations of its customers. The company aims to enhance its shipment tracking and monitoring practices to keep pace with customer demand for real-time freight status.

Solution

To address growing customer demand for real-time freight status, Circle Logistics implemented the cloud-based Descartes MacroPoint freight tracking software, which enables the company to view the real-time location, status, and updated ETA of every shipment simultaneously. By closely monitoring and evaluating the real-time movement of all loads via one platform, Circle Logistics can identify potential supply chain disruptions before they occur and make corrections quickly to maintain excellent service. Automated departure, arrival, and pre-arrival notifications keep customers apprised of the status of their freight and proactively alert them to any exceptions. Circle leveraged the extensive Descartes MacroPoint network of connected carriers to accelerate carrier compliance, achieving close to 50% compliance quickly after the solution was implemented. Subsequently, by tying compliance to carrier rep compensation in conjunction with driver training on the solution, the percentage jumped to over 80%. To boost this even further, Circle moved to initiate tracking on the day prior to the shipment date, instead of on the shipment date—pre-planning 12+ hours in advance drove compliance to over 90%. Today, Circle is close to achieving 100% tracking success with a focus on ELD integrations. Descartes MacroPoint provides multiple ways for carriers to provide tracking data, including using their TMS or telematics connections, or via MacroPoint for Truckers, the most downloaded tracking app of any visibility provider in the market.

Impact #1	Maximized Carrier Compliance: By leveraging the Descartes MacroPoint network, business intelligence tools, and support, Circle Logistics improved carrier compliance to more than 90% of its loads.
Impact #2	Improved Customer Service: The ability to view, analyze, predict, and proactively communicate the status of every shipment in real-time helped the company better manage delivery exceptions and customer expectations.
Impact #3	Increased Productivity: Real-time monitoring and tracking allowed employees to spend less time on check calls to get updates and more time booking new loads to generate revenue.

Impact #1

Maximized Carrier Compliance: By leveraging the Descartes MacroPoint network, business intelligence tools, and support, Circle Logistics improved carrier compliance to more than 90% of its loads.

Impact #2

Improved Customer Service: The ability to view, analyze, predict, and proactively communicate the status of every shipment in real-time helped the company better manage delivery exceptions and customer expectations.

Impact #3

Increased Productivity: Real-time monitoring and tracking allowed employees to spend less time on check calls to get updates and more time booking new loads to generate revenue.

Benefit #1	Achieved over 90% carrier compliance.
Benefit #2	Managed a 700% increase in volume during the COVID-19 pandemic.

Benefit #1

Achieved over 90% carrier compliance.

Benefit #2

Managed a 700% increase in volume during the COVID-19 pandemic.

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Overview

Real-Time Freight Visibility Enhances Customer Service and Boosts Productivity

Operational Impact

Quantitative Benefit