Streamlining Operations and Improving Customer Experience with transloads.co
The Customer: A Lumber Transload Business in Illinois
Operating a 24-acre yard, a 20,000 sq. ft. warehouse, and 30-railcar track capacity, this busy Illinois-based transload handles 100+ monthly loads of lumber. With a staff of 15 employees, their operation required a robust system to improve efficiency and customer satisfaction.
Key Results at a Glance
| Metric | Details |
|---|---|
| Monthly Load Volume | 100+ loads |
| Cost Per Load | $8/load |
| Onboarding Time | Fully operational in less than 1 week. |
| Customer Satisfaction | Improved with real-time access via portal. |
| Error Reduction | Accurate inventory tracking and error-free picking. |
| Time Savings | Eliminated hours of manual spreadsheet maintenance. |
| YOY Growth | ~20% increase in new customer accounts. |
The Challenge: Inefficiency and Poor Customer Experience
Despite running a busy operation, this lumber transload struggled with outdated tools and inefficient processes:
• Cumbersome Warehouse Management System (WMS): Their old system wasn’t designed for open-air yards or rail tracks, making operations unnecessarily complex.
• Reliance on Spreadsheets: Managing inventory and shipments manually via Excel was time-consuming, error-prone, and required the equivalent of one full-time employee (FTE).
• Inadequate Training Processes: High staff turnover led to lengthy onboarding times for new hires due to the complexity of the old system.
• Limited Customer Visibility: Customers lacked real-time data access, leading to dissatisfaction and more inquiries for updates.
The Solution: Partnering with transloads.co
The company turned to transloads.co to streamline operations and improve their customer experience. Key improvements included:
• Fast Onboarding: The platform was set up and staff trained within 1 week including inventory data transfer from the old inventory management system.
• Automated Notifications: Customers now receive Proof of Delivery (POD) and Proof of Shipment (POS) notifications automatically.
• Customer Portal Access: Shippers gained access to a portal for real-time tracking of inbound/outbound shipments and inventory, including photographic documentation.
• Mobile App Functionality: Field operators now use mobile devices to locate inventory, reducing picking errors and unnecessary trips to the office for paperwork.
The Results: Efficiency and Growth
By adopting transloads.co, the customer saw significant improvements across their operations and customer interactions:
1. Time Savings: Eliminated hours spent on manual spreadsheet maintenance.
2. Error Reduction: Enhanced inventory tracking and pick accuracy using the mobile app.
3. Improved Customer Satisfaction: Real-time data access and customized Bills of Lading (BOLs) improved client relationships.
4. Increased New Business: Achieved a ~20% YOY growth in customer accounts by improving operational efficiency and delivering a better customer experience.
A Workflow Transformed
Field operators can now track inventory locations and handle shipments more effectively, while real-time communication with the back office ensures smoother operations. Automating customer-facing processes like POD/POS and document customization further solidified their position as a reliable transload partner. Built-in quality control processes drove further operational improvements.
Customer Testimonial
“transloads.co has revolutionized the way we operate. From faster onboarding to better inventory tracking, the platform has allowed us to focus on what matters most—delivering great service to our customers. Our clients love the real-time access, and our staff is happier and more productive than ever.”
– Operations Manager
Ready to Transform Your Business?
See how transloads.co can optimize your yard operations and improve your customer satisfaction. Schedule a demo today!