Handling of transport requests

Result reveals urgent need for action

The day-to-day work of freight forwarding and logistics companies includes the prompt processing of dozens of transport enquiries and the submission of well-founded price quotations. What at first sounds like a simple process, however, has many pitfalls. The logistics and organisation consultancy PROLOG-TEAM took a look behind the scenes on behalf of spotcargohub, an expert for digital processes in transport logistics. For this purpose, 90 selected medium-sized companies were asked about their daily price management for transport enquiries:

What is the significance of compliance guidelines and how are violations prevented? Are the responsibilities clearly defined? Result reveals urgent need for action

In the transport industry there is fierce competition: in order to be able to assert themselves against the competition, freight forwarders must respond to enquiries in the shortest possible time and submit an offer updated daily. The aim is to keep administrative costs as low as possible and to ensure legally secure business processes. Efficient handling of transport requests therefore requires intelligent and dynamic process management. At least in theory, because current practice looks quite different: Around 20 percent of the companies surveyed stated that the responsibility with regard to transport offers is not clearly defined internally:

"There is a high probability that nobody feels responsible for prompt and high-quality processing of transport enquiries and that these therefore run nowhere," says Thomas Selbach, Managing Director of spotcargohub.

It's a paradox: 85 percent of freight forwarders and logistics companies have stated that data analysis and statistical evaluations are important parameters for assessing customer relationships. Nevertheless, the majority of them rely on completely unsuitable communication processes.
Martin Stoll

Another cause for concern is that more than 70 percent of survey participants receive transport enquiries by telephone, fax or e-mail. Only every seventh company uses freight software. On the one hand, however, the aforementioned means of communication encourage misunderstandings, as the freight forwarder often does not receive important information such as deadlines and dimensions. On the other hand, they pose a major obstacle when it comes to legally compliant tender preparation.

"It is paradoxical: 85 percent of freight forwarders and logistics companies have stated that data analysis and statistical evaluations are important parameters for assessing customer relationships." says Martin Stoll, Managing Director of PROLOG-TEAM.

He therefore recommends that companies critically examine the internal structures in the handling of transport enquiries in order to significantly increase the sales benefit on the one hand and to counter the problem of skilled workers on the other. Therefore, companies should consider the implementation of a freight allocation system for daily prices without bias.

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