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It’s easy to see the old guard of freight forwarders battling it out with digital forwarders over future market share. That battle has been playing out for years, but digital freight volumes no longer represent an insignificant chunk of the market. And, if anything, the pandemic has only sped up the rate of expansion that we are going to see in digital freight volumes over the next decade. That said, the core of the battle for market share continues to revolve around the following question:

Can digital freight forwarders build up their knowhow and proficiency quicker than traditional freight forwarders build up their digital platforms?

This article tells the story of the recent CRM change we conducted at ItsMyCargo.
A change that has facilitated a huge improvement in our sales productivity as well as our ability to identify the ideal customer profiles. This had led to faster sales cycles and improved sales conversion rates. Customer feedback is now being utilized in a much more efficient way and hence it helped us deploy more customer-centric features increasing swiftly our sales success.

Working in the operations team at ItsMyCargo and supporting logistics companies in their adoption of our software, we have seen clients succeed in the software onboarding process as well as fail. Understanding these critical factors is now bread and butter in our team; the onboarding experience oftentimes reflects the overall success of the partnership and software. With the goal in mind to strengthen the user onboarding and simultaneously reduce the risk of user churn, leading and lagging indicators support us in predicting which user will succeed in the software adoption and which one will struggle, or ultimately fail with their digital agenda altogether.

When markets digitise, the eroding threat of disruption comes about in two waves. The first wave is the one that everyone talks about praising the benefits of digital innovation and how the industry is going to change within the next few years. The second wave is the one no one talks about, but that is the devastating wave that will be the slow demise of many businesses.

As the world unanimously scrambles with their business continuity plans, we would love to offer to you the processes, tools, and business partners we utilize at ItsMyCargo that help us not only execute remote work policies, but thrive with them.

Before you begin evaluating new software providers to bring into the fold, take inventory of your existing communication channels. With the addition of a couple new processes, you can breathe new life into old workflows.

To borrow some terminology from the world of IT, the business of a freight forwarding company can be split into frontend and backend. The frontend business is everything that goes on up until the point where a booking for a shipment is placed, and the backend business is everything that happens thereon after.

Now the backend business has remained largely the same over the years. Travel ten years back in time and the physical freight journey bears little difference to today. The frontend business has however seen immense change in recent years with the appearance of the online shipper, which is what we will be focusing on.